More than 100 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions as they seek to enhance their levels of customer engagement, according to a new study from Gartner.
Given the massive growth of mobile devices and marketers seeking to deliver memorable customer experiences as a key differentiating point, video chat for customer interactions is rapidly rising toward an innovation peak, the study notes.
Gartner estimates that at the start of 2015, more than 50 of the 500 largest....