1、Definition:Visual Engagement For the purposes of this research,Aberdeen defines visual engagement as a form of customer/company interaction enabled by any technology that helps organizations visually interact with current and future customers through digital channels.The technologies that provide th

2、is capability include,video,screen sharing,co-browsing and WebRTC.Visual engagement reduces customer effort and gives customer support agents enough context to properly address issues.Many companies think of customer experience management(CEM)as a sophisticated mix of processes and technology.In rea

3、lity,creating happy customers simply requires getting the basics right,specifically,managing the perceptions that make up the buyer experience.Aberdeen surveyed 215 organizations for our study,Omni-Channel Customer Care:Best-in-Class Steps to Success(December 2015).Among those companies,126 indicate

4、d that they use technology that enables visual engagement(see sidebar)with customers.In other words,59%of businesses surveyed already enrich their technology toolbox with solutions enabling contact center agents and customers to see the same view at the same time.Figure 1 provides an overview of the

5、 annual performance improvements companies using visual engagement tools observe,as compared to All Others.VISUAL ENGAGEMENT:THE ROI OF CUSTOMER EXPERIENCE EXCELLENCE April 2016 Seeing is believing.This is particularly true when creating great customer experiences.In this report,we highlight the bus

6、iness value companies realize by using technology that enables them to visually interact with customers across digital channels.?Omer Minkara,Research Director,Contact Center&Customer Experience Management Figure 1:Investing in Visual Engagement Improves Annual Performance Gains Considering these fi