Even under budget pressure, nearly all U.S. IT decision makers are implementing customer-centric technology

Study by Glance Networks finds almost 90% of ITDMs prioritizing customer tech regardless of budget constraints

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Sep 29, 2015, 11:30 ET

BOSTON, Sept. 29, 2015 /PRNewswire/ -- A recent study from Glance Networks, a leading provider of visual engagement, found that 86 percent of IT decision makers plan to invest in customer-focused technology regardless of their IT budget. The survey, commissioned by Glance in August 2015, found a fair amount of respondents whose company had stagnant (65%) or decreased (40%) budgets in the past 3 years, had still increased or upgraded a customer-focused technology during the same period of time. Not surprisingly, the majority of IT decision makers who have increased or upgraded a customer-focused technology also have increased their overall budget.

For more information and additional survey results, please visit http://ww2.glance.net/2015/09/how-to-get-the-fastest-roi-from-your-customer-service-technology-investment.

One in five respondents indicated that requests for customer-centric technology originated from all employee levels at their companies, signifying that the technology is a critical factor in helping employees appropriately complete their jobs.

"Being a customer-centric organization is no longer a brand differentiator, but an expectation from consumers. Every day more consumers place increasing value on brands who help, and IT decision makers are recognizing and reacting to this trend," said Tom Martin, CEO of Glance Networks.

A concern among IT decision makers is whether the newly invested technology will be fully utilized by employees. The percentages of companies that provide mandatory training programs provided by either an internal IT team or a vendor are fairly low at 68 percent and 44 percent respectively.

"Implementing technology without the proper training will create a significant gap in employee awareness of the technologies and how to properly use them," says Martin. "Providing the right training empowers your team to be more efficient and connected to your customers."

Technology has long been recognized as a significant force that accelerates company growth, and 74% reporting an increased IT budget is proof of that trend. Moving into the fourth quarter is a great time to evaluate your upcoming technology needs and consider employee feedback. For more information and to see an infographic with additional survey results, please visit http://ww2.glance.net/2015/09/how-to-get-the-fastest-roi-from-your-customer-service-technology-investment.

About Glance Networks: Glance empowers companies to make doing business online easier and more personal through tightly integrated yet modular visual engagement solutions such as cobrowse, screen share, agent video, and more. Glance has out-of-the box integrations with Salesforce, LiveOps, SAP, and other solutions. In addition, our offerings integrate with a broad range of customer-facing platforms and tools to quickly provide a connection that is secure and always works.

Photo - http://photos.prnewswire.com/prnh/20150928/271409-INFO

SOURCE Glance Networks