Engagement covers the enablement of digital and mobile channel functionality which delivers a delightful customer experience across the value chain of business to business (B2B), business to customer (B2C), customer to business (C2B) and customer to customer (C2C).

To enable engagement, services must be created at the speed of innovation. This requires a scalable framework to support an integrated set of services allowing for quick and easy integration to such services. A delivery platform must be enabled with the ability to change and adapt in an agile fashion.

Services must exist to support a host of capabilities to ensure existing investments are not compromised. Services exist either as microservices performing a specific need only or as complex services that create unique value to the business.

Understanding data and the ability to draw insights by connecting various data aspects results in massive business differentiators. These differentiators when applied intelligently create value across the life cycle of customers.

Understanding sustainability. When designing and building systems, practices must be enabled to ensure technology does not become a major cost in itself. The ability for systems to scale with reduced costs must ensure a lower cost to income ratio.