Customer engagement guide: Strategies and metrics for 2026

Sometimes, it feels like every brand is competing for the same square inch of customer attention. This is why real customer engagement today comes down to understanding what customers need at that moment and responding in a way that feels natural, helpful, and human.
Rohit Agarwal, CEO at The Weather Company, captured this idea well at the Customer Engagement Summit:
The more we can know about our customers, the more we can anticipate what their next best action or next biggest need is, and then how we can super-serve that. For us, it’s about delivering messages at the right moment, in the right way, via the right channel.