Prepare for success in a Digital World Digital engagement is not optional. Fail to prepare for this transition and you risk exposing your business to more agile competitors or non-traditional, digital-savvy operators. Customers’ expectations are increasing rapidly, with most now demanding the level of instant choice, service, and convenience they enjoy with online retailers. To engage successfully with digital-first customers, you need to re-think their digital journey, looking carefully at six steps for best practice digital engagement at every stage of the customer journey.