Businesses are increasingly required to provide responsive, personal, and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of connected devices with cameras and the millennials becoming a key consumer segment, driving a shift in consumer behavior, the demand for visual communication is rapidly increasing. Visual engagement refers to real-time collaboration with customers on channels that incorporate a dynamic visual element. Visual engagement tools—video, cobrowsing, screen sharing, and annotations—can help agents to better support customers and connect emotionally with them. The incorporation of visual engagement into the customer journey has created more effective and human interactions between customers and organizations, enhancing not only the CX, but also the agent experience (AX).

Strategic Imperatives 

Definitions and Scope of Research 

Visual Engagement Tools Market—Growth Opportunity Analysis 

Visual Engagement Tool Provider Profiles, 2021 

Visual Engagement Tools Market—Growth Opportunity Universe