Guided CX Insights

According to a recent Forrester TechRadar™ Video Technologies report, companies are using visual engagement solutions as a key component in a wider overall video technology landscape through which to reach employees, prospects, and existing customers. Based on a survey of over 18,000 decision makers involved in planning, funding, and purchasing business and technology products and services, the report details fifteen separate video solutions that span a wide spectrum, including webcasting to drive lead generation, video conferencing to speed time-to-market, and visual engagement (includind one-way and face-to-face video, screen sharing, cobrowsing, and annotating) to help clients and prospects in service-related scenarios.

The Glance team had a great time participating at this year’s SaaStr Annual 2018 in San Francisco. SaaStr is the popular blog/Quora entity that has morphed into a global community of B2B SaaS founders and executives—not to mention its role as a $90 million venture fund. It bills its annual conference as “three days and five stages” of amazing content and networking opportunities for professionals in sales, marketing, customer success, product, engineering, finance and operations.

According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. How can you know the customer experience programs you’ve implemented are making customers happy? Research by Esteban Kolsky at thinkJar shows that only 1 out of 26 unhappy customers complain. The rest churn. In addition, 91% of unhappy customers who are non-complainers simply leave.

2018 is here and we see several collaboration and visual engagement trends that will transform the landscape of the customer experience.

In looking back at 2017, as I do every year, all I can say is wow, we’re seeing the culmination of a lot of work that has transformed the landscape of customer success through collaborative visual engagement!

On December 7, 2017 at 2:00 ET, we will show how financial online collaboration can be just as good as an in-person meeting in our Balancing the Online Financial Experience webinar.

Dreamforce never disappoints, and DF ‘17 was, as usual, the perfect venue to demonstrate the importance of better visual engagement in achieving superior online customer experiences—and the business value of Glance. Salesforce’s growth and world-wide success stems from its strong ecosystem of customers, partners, and employees. We met a steady stream of attendees at our booth, made many new friends, and showed a lot of people how to achieve, simple, secure visual engagements with their customers. 4IR is Transformative…But Can It Be Alienating to Customers? This year’s Dreamforce made it abundantly clear that the world is indeedexperiencing a wave of innovation and technology. This “Fourth Industrial Revolution” is radically changing economies, societies, and the daily lives of billions. Technologies like artificial intelligence, robotics, and the Internet of Things (IoT) areenhancing products and systems in ways thattransform the customer experience.Salesforce predicts that “the Salesforce Economy” will drive creation of 3.3 million new jobs and more than $859 billion in new business revenues worldwide by 2022, while also transforming customer expectations. Savvy, connected, always-on customers expect seamless experiences from every company they engage with. As Salesforce Chairman and CEO, Marc Benioff, pointed out in his keynote presentation, instead of feeling more connected with customers, some businesses are feeling increasingly out of touch. Devices Connect. Humans Collaborate. As companies like MINDBODY have discovered, Glance visual engagement creates a more collaborative, natural interaction with customers online, improving customer satisfaction (and loyalty) while reducing the number of support contacts and increasing agent productivity. In the larger context, Salesforce announced a major new partnership that will deliver smarter, more collaborative experiences for customers:it will integrateSales Cloud and Marketing Cloud with Google Analytics 360and G Suite. The goal is to understand customer needs, solve problems, and identify opportunities to help on a single platform that’s always accessible from anywhere. Visual engagement tools play a crucial role at the most important point of contact: online customer interaction. Companies that are able to make online interactions simple, powerful, and productive will feel closer to customers and reap the rewards of consumer goodwill.

Updated research from IDC on the “Salesforce Economy” shows that Salesforce and its ecosystem of partners and customers will create 3.3 million jobs and $859 billion in new business revenues worldwide by 2022. The Salesforce ecosystem has a lot of facets, including hot technologies like IoT, analytics, and AI (hello, Einstein).

Time: Noun. 1. A measured or measurable period during which an action, process, or condition exists or continues. 2. The enemy of cutting customer engagement costs. When it comes to the value produced by implementing Glance’s visual engagement solutions, our customers’ experience indicates bottom-line results that show reduced customer engagement costs. Results like these typical: