We asked business leaders how they engage with customers and employees

Organizations are increasingly prioritizing customer and employee experiences to attract and retain both groups while managing costs, and many are turning to Communications-Platform-as-a-Service (CPaaS) solutions and programmable communications via APIs to modernize their efforts. Despite the emergence of various communication channels like SMS and messaging apps, email remains the primary mode of engagement and a key area for integration, as it offers valuable communications data that can drive strategic decision-making and innovative data products. Omnichannel communication is recognized as essential for obtaining a comprehensive view of customer and employee interactions, boosting engagement, improving operational efficiency, and driving return on investment by allowing real-time, data-driven decisions. Organizations are also leveraging AI to enhance personalization in customer and employee experiences, thereby increasing loyalty and productivity, and fostering meaningful work. The adoption of CPaaS solutions, such as those offered by Nylas, is presented as a way to deliver unique and impactful experiences, supported by an invitation to a webinar on utilizing first-party communication data for digital engagement.