Organizations are struggling to deal with the increasing need to improve the customer experience. They must not only deliver best-in-class products and services, but also optimize the quality of the customer interaction at every opportunity. To succeed, firms must move away from transactional customer interaction methods and toward customer engagement. The CIO's office can help a company use cloud computing, social technologies, mobility solutions, and analytics to make this transformational shift. This report outlines the need for businesses to understand the customer engagement process and adopt the right technology framework to enable this shift.