Creating quality customer experiences has become business critical during times of economic uncertainty, as businesses strive to retain customers. New research from Harvard Business Review Analytic Services reveals that effective customer engagement is a critical value driver, with 88% of executives agreeing that it impacts their organization's bottom line. However, many companies face barriers such as disconnected tech stacks and siloed data, which hinder personalization efforts. The top trends transforming customer engagement include the importance of cross-functional collaboration, the need for connected tools to provide personalized communications, and a scarcity of talent with expertise in customer engagement. As businesses look to future-proof their customer engagement strategies, they must prioritize culture, technology, and talent to deliver world-class experiences across the customer journey.