Customer Experience & Digital Engagement

Diane Gray

Practice Director

Diane Gray has 25+ years of experience as a customer experience guru and transformation evangelist. Helps businesses navigate the complex world of technology choices to make informed decisions.

She is a hands-on expert in UCaaS, CCaaS, SaaS, and cloud services with a track record of delivering global deployments across a variety of suppliers. Certifications include Microsoft, InContact, RingCentral, 8×8, Avaya, and Polycom.

In the rapidly evolving digital landscape, the prioritization of Customer Experience (CX) and Digital Engagement transcends best practice to become a pivotal driver of sustained growth and profitability. Beyond mere touchpoint enhancements, personalized engagement strategies emerge as a formidable force in distinguishing your brand, attracting new clientele, and cementing loyalty that withstands the test of time. Partnering with LAM on your CX journey equips your brand with the insights and cutting-edge practices necessary to not only navigate but excel in the fiercely competitive marketplace. With LAM, your brand is poised to harness the full potential of advanced CX strategies, ensuring your position as a leader in the digital era.Embark on a transformative CX journey with LAM—where innovation meets execution. We stand ready to propel your brand to new heights. The future of customer experience begins with LAM. 

According to Harvard Business Review in 2022, companies with strong omnichannel strategies now over a 95% increase in customer retention.  In addition, companies with omnichannel customer engagement increase sales revenue an average of 179% more than companies that do not implement similar strategies. (Ninetailed)

Businesses prioritizing customer experience grow their revenue 1.7 times faster than businesses that don’t, and they also grow their customer lifetime value by 2.3X on average (Hubspot)

One-third of customers (32%) say they will walk away from a brand they love after only one unpleasant encounter, while 92% would completely abandon a company after two or three negative interactions.

LAM Technology Services for Customer Experience & Digital Engagement

Personalized Self-Service & Containment
Speech & Sentiment Analytics
UCaaS/Teams Voice & Collaboration
WFH, WFO, Gamification
Verified & Branded Caller ID
Omni-Channel Contact Center

Digital Engagement allows customers to reach companies through various channels, fostering meaningful interactions and personalized experiences. This enhances brand visibility, customer engagement, and ultimately, revenue generation.

AI can personalize customer interactions, predict customer needs, and provide timely and efficient solutions, significantly enhancing the customer experience.

A comprehensive CRM strategy improves customer retention, increases sales, and provides valuable insights into customer behavior and preferences.

Extremely important. With over 50% of global website traffic coming from mobile devices, mobile optimization is crucial for engaging and retaining customers.

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You may be surprised by what we can handle.