For years, online businesses, especially smaller ones, have followed a somewhat passive model of customer engagement. Instead, the new model of customer engagement demands a shift from being reactive to actively meeting customers where they are, when they need it. This means strategically integrating into the customer's existing digital journey. Here's a mini-playbook to get started:Map the customer journey: Identify key decision points and potential opportunities in your customers' online experience. The future of customer engagement belongs to those who understand the power of being present and helpful as the customer goes about their daily lives.