The world of customer engagement is changing, and it’s important to keep up with these changes or you risk being left behind. This infographic by Accenture uses the pharmaceutical industry as a case study to explore new and emerging trends in customer engagement. In 2013, 83% of pharmaceutical executives ranked cost reduction as their top priority, while 70% said that their top priority was mastering multichannel marketing, and 60% said that improving digital effectiveness was most important. The “new normal” of customer engagement demands a more efficient and more cost-effective way of mastering digital channels. The customer engagement of the future is will be highly streamlined and highly technology based.