Happy CX Day! Every year, on the first Tuesday of October, businesses and organizations worldwide come together to celebrate Customer Experience (CX) Day. It's a time to reflect on the importance of delivering exceptional customer experiences and to share best practices that improve the way businesses interact with their customers. Want to learn more about CX Day? You can check it out here.
At Glance, we believe that great customer experience is not just about answering questions—it's about creating meaningful human connections. Today, we'll dive into why CX is essential and how we support businesses in elevating their CX game.
Customer experience is more than just how customers feel after a transaction. It's how they feel throughout the entire journey. From the first time they hear about your brand to their most recent interaction, every touchpoint matters. A positive experience can create lifelong customers, while a negative one can push them away forever.
At Glance, we help companies build human-guided CX—a blend of technology and empathy that ensures customers feel heard, valued, and understood. It's not just about fixing problems; it's about creating lasting relationships.
A big part of creating a great CX is leading with empathy. Customers want to feel like they're more than just a number, and that’s why empathy-driven leadership is so crucial. We recently hosted a webinar, How to lead contact centers with empathy for transformational CX, where Ben Devey, Director of Customer Experience at Ollie, shared actionable insights on how empathy transforms not only the customer experience but also the workplace environment. Watch the recording to learn winning strategies that he has deployed such as models to listen to the voice of the customer, customer journey mapping, and leading with a culture of empathy.
In today's digital world, there's a real risk of losing the human touch in CX. Automated responses are great for efficiency, but without a personal connection, customers may feel alienated. We believe the solution is to keep that human element front and center. Our ebook, Does your CX have a human connection gap?, dives deep into this topic. Dive in to discover where digital experience falls short, how human connection can help, and see how Intuit and Constant Contact drove transformation with Guided CX.
Your call center is often the front line of your customer experience. Making sure your agents are equipped with the right tools and insights is key to delivering high-quality service. We’ve gathered advice from industry leaders with over 50 years of combined experience on how to optimize call centers for success. We summarized our findings in this report: What call centers need, according to top experts. Check it out to tap into the minds of proven contact center experts and help transform your own contact center and achieve your organizational goals.
How do you know if your CX strategy is working? Measuring the right metrics is essential. It helps you understand what’s working and where there’s room for improvement. We’ve put together a handy infographic that covers some key metrics every business should track.
Customer experience isn’t just something we do—it’s part of who we are at Glance. We’re committed to helping businesses create customer interactions that matter, and that means leading with empathy, staying connected, and measuring our success.
This CX Day, let’s all take a moment to reflect on how we can better serve our customers and create experiences they’ll remember.
Happy CX Day from Glance! Let’s keep creating those human connections that drive business success.