If you’ve ever heard Ray Wang, Principal Analyst, Founder, and Chairman of Constellation Research, speak at an event or read his popular Software Insider Blog, you know how passionate he is about customer engagement. I witnessed this passion when he visited our LogMeIn headquarters in Boston last month (during which he gleefully tweeted pictures from our scenic roof deck).
After I gave him a tour of our office, I sat down with Ray to discuss the future of customer engagement. The main focus of our chat was the idea that customer engagement has become digitalized, and companies that haven’t embraced this have failed to thrive. We focused on three ways companies can transform their customer engagement strategy:
- Mobile Chat
- Remote Support and the “Support of Things”
- True IoT Engagement: Creating connected products that allow the company to engage directly with both products and customers
Check out our interview below and be on the lookout for Ray’s book, Disrupting Digital Business, which will be published by Harvard Business Review Press in Q2 of 2015.