Engage for Customer Experience
Create customer journeys that feel clear, connected and personal at every step
Richard Hogg,
Group CEO, Ardonagh Group
“Engage gave us a single front door to the business. Whether someone’s in an office, on the road, or in a branch, they feel equally connected — and we can prove it.”
The problem Customer Experience teams face
Modern customers expect clarity, consistency and support the moment they need it. But most customer journeys are scattered across portals, emails and support channels that do not speak to each other. This leads to friction, slow responses and missed chances to build trust.
Fragmented communication
Updates, notices and product changes sit across multiple channels. Customers lose track and support volume increases.
No unified customer experience
Brand, tone and support vary across teams, locations and systems.
Slow access to information
Customers cannot find what they need, so they reach out more often.
What you can achieve
with Engage
Clear Customer Journeys
One branded hub for every update, resource and learning moment.
Faster, smoother service
Customers find answers on their own, reducing pressure on support.
Stronger Loyalty
Customers feel connected to your brand, not just your product.
Anna-Maria Tsili
Head of HR & Talent at itsu
How Engage Helped itsu Reach Its Deskless Workforce
"The ability to segment communication has been a complete game-changer. Everyone sees information that’s genuinely relevant to them, making updates feel more personalised and far more effective."
Challenge
With only around 110 of its 1,300 employees working at desks, its internal comms team needed a better way to reach everyone else.
Solution
Working with Engage, itsu launched its’us, a mobile-first app designed to reflect itsu’s brand, values and vibrant culture.
Claire Leake
Chief People Officer at National Care Group Limited
National Care Group: Transforming Engagement with Engage
“Engage has transformed how we reach our frontline teams. Being able to communicate in real time has played a huge role in reducing turnover from 41% to under 24%.”
Challenge
NCG faced significant challenges in communication and colleague retention. An annual turnover rate of 31.5% created instability within the workforce, making it difficult to provide consistent, high-quality care.
Solution
Engage brought all communication into one accessible platform, giving colleagues a central place to receive updates, view policies, and share feedback instantly. By connecting teams across hundreds of locations, the app has created a more inclusive, efficient and responsive way of working.
Chris Boyle
Head of AfterAthena and Employment at Napthens
North West based law firm Napthens launches community app with Engage
“Engage strengthens our relationships and positions us as trusted advisers. By keeping clients informed with the latest legal updates and documents, we’ve achieved a retention rate of around 96%.”
Challenge
AfterAthena needed to move beyond traditional, transactional communication. Clients lacked a single place to access documents or updates, and email processes slowed everything down. They wanted a modern way to build a stronger client community and improve access to essential information.
Solution
AfterAthena launched a single platform that brings their client community together. Clients can access documents, updates and guidance in one place, with integrated systems and real-time messaging making communication smoother and more connected.
Deliver consistent experiences across every touchpoint
One place for all customer content, so nothing gets lost.
Product updates and announcements
Safety or compliance notices
How to guides and documentation
Help customers help themselves
Reduce friction by putting support and resources in one clear flow.
Self-service knowledge hub
Quick access to forms and documents
Education and onboarding content
Build loyalty through community and feedback
Give customers a voice and a space to connect meaningfully.
Customer groups and discussions
Polls and quick surveys
Events, webinars and expert sessions
Features built
for Customer Experience
Customer content hub
Central home for guides, FAQs and product information.
Targeted updates
Send timely messages based on customer stage.
Self-service support
Reduce tickets by helping customers solve simple issues.
Customer communities
Space for feedback, ideas and peer support.
Events and onboarding
Run sessions that support product education.
Customer surveys
Capture insight to improve experience.
Document access
Place forms, contracts and policies where they are easy to find.
Analytics and sentiment
Track what customers read, need and value.
Enterprise security you can trust
Built for enterprise. Certified for peace of mind.
ISO 27001 certified
GDPR & CCPA compliant
Data encrypted at rest and in transit
UK/EU data residency options
SSO, SCIM provisioning, audit logs, & role-based access
Frequently asked questions
How does Engage help us create clearer, more connected customer journeys?
Engage brings every touchpoint — communication, updates, documents, tasks, and support — into one branded customer hub. This gives customers a single, consistent place to understand what’s happening, what’s next, and where to get help, reducing confusion and improving confidence at every stage.
How does Engage personalise the customer journey?
Engage tailors content, messaging, and experiences using Spaces, Personas, and lifecycle-based targeting. Customers only see information relevant to their stage, product, or profile, making each journey feel personal, timely, and easier to follow.
Can Engage help reduce friction and improve customer satisfaction?
Absolutely. Engage replaces scattered comms and multiple logins with one mobile-first experience where customers can access updates, respond to messages, complete forms, and find documents instantly. This reduces repeat questions, shortens time-to-resolution, and improves overall satisfaction.
Can Engage integrate with our CRM, service, or product systems to improve the journey?
Yes. Engage connects via API, SSO, and automated provisioning to surface real-time data — such as status updates, next steps, renewals, bookings, or service progress — directly to the customer. This ensures the journey feels seamless and always up to date.
How does Engage give us visibility into customer journey performance?
Engage offers analytics on activity, engagement, content performance, and journey progression. With surveys, polls, and sentiment tools, CX teams can understand where customers are thriving and where friction exists — enabling targeted improvements.
Is Engage secure for customer communication and sensitive information?
Engage is built with enterprise-grade security including ISO 27001 certification, GDPR compliance, encrypted data flows, and robust audience controls. This ensures customer data and communication remain protected while delivering a trusted, seamless experience.