Research Report

Building the Infrastructure for Virtual Customer Experiences

This report provides an overview of various approaches to virtual engagement.

Customers have been gravitating toward more in-depth virtual interactions with support and sales teams, and the COVID-19 crisis has only accelerated this trend.

Not only are product companies under pressure to enable virtual experiences for customers, the scope of these experiences are deepening, and the propensity for virtual interactions is likely to continue, even after the crisis ends.

TSIA members are asking what tools are available to improve the effectiveness of remote interactions between employees and customers, and this report provides an overview of various approaches to virtual engagement.

Companies should invest in platforms that enable multiple levels of virtual interaction, allowing customers to drive which approaches they prefer, without sacrificing level of effort, security, or capturing of interaction details in customer history.

 

Authored By:

John Ragsdale

Distinguished Vice President, Technology Research, TSIA

Omar Fdawi

Senior Research Associate, Enterprise Technology, TSIA

​Publish Date: April 1, 2020

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