Research confirms that customer engagement is a top priority for C-suite executives, with companies that prioritize customer experience outperforming their peers in revenue. The COVID-19 pandemic has accelerated shifts in consumer behavior, with B2B video interactions increasing by 69% and only 20-30% of buyers wanting to interact with reps in person once the crisis is over. To succeed, businesses must train representatives for video interactions and integrate video into sales pipelines and customer journey maps. Integrating video chat with chat apps can boost sales and support, while personalizing service through customer characteristics can enhance customer experience. Leveraging customer information and data makes it easier to connect with individual decision-makers within organizations. Delivering the right messaging at critical points of the user journey can also improve customer engagement. Hosting webinars and tutorials can provide valuable insights into customers' experiences and inform iterative improvements to the sales pipeline. By making video chat a core part of their strategy, businesses can win customer loyalty and set themselves apart from competitors.