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Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Mastering omnichannel customer care: a guide to seamless support
Today’s customers expect businesses to provide help whenever and wherever they need it, whether they’re on their phone, chatting online, or browsing through a knowledge base. That’s where omnichannel customer service comes in.
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Guided CX
Customer Service
Mastering omnichannel customer care: a guide to seamless support
Today’s customers expect businesses to provide help whenever and wherever they need it, whether they’re on their phone, chatting online, or browsing through a knowledge base. That’s where omnichannel customer service comes in.
News
Glance releases 2025 CX Trends Report
Report includes key insights to help organizations achieve the right balance between AI efficiency & human empathy in 2025 Wakefield, MA, November 20, 2024: Glance, the leader in Guided CX software, has announced the release of its annual trends report: 2025 CX Trends: AI and Human Empathy in the Hybrid Era. This comprehensive report provides insights into how businesses can balance cutting-edge AI technology with personalized customer care to meet growing customer expectations.
Guided CX
Customer Service
Top digital customer experience strategies for business success
A great online experience can make or break a business. As more customers interact with brands through websites, apps, and social media, having a strong digital customer experience (CX) strategy is essential. So, what exactly is digital customer experience, and how can you improve it to boost your business? Let’s break it down.
Guided CX
Customer Service
Don't ghost your customers: how to avoid haunting CX mistakes
It’s spooky season! What’s one of the scariest things a company can do? Ghost their customers.
Guided CX
Customer Service
How Guided CX creates more human digital interactions
Empathy at scale In today’s automated world, customer experience (CX) can sometimes feel a bit impersonal. We’ve all had those moments where we’re talking to a bot or navigating through automated systems, only to end up feeling frustrated or unheard. That’s where empathy comes in—specifically, empathy at scale. Empathy is what makes interactions feel human, and in customer service, it's crucial for creating genuine connections. Forbes called empathy “the next business disruptor.” But when you're managing thousands or even millions of interactions, how do you deliver that empathy consistently? That’s where Guided CX comes into play. Guided CX usage has nearly tripled since 2020, as leading enterprises prioritize authentic, human experiences. By blending technology with human expertise, Guided CX makes sure that even digital interactions feel personal and meaningful.
Guided CX
Digital Transformation
Cobrowse
Customer Loyalty
Customer Service
CX
CX Week: honoring the teams driving customer success
Happy Customer Experience Week! Customer experience is more than just a buzzword—it’s about creating seamless, personal connections. And that’s what drives us every day here at Glance. Our mission is simple: to power personalized, guided support when it’s needed most. While digital channels are fantastic for many tasks, there’s something irreplaceable about real human expertise stepping in at just the right moment. That’s why we’ve built our Guided CX solutions to ensure every experience feels personal, seamless, and empowering.
Guided CX
Digital Transformation
Cobrowse
Customer Loyalty
Customer Service
CX
Customer Retention
4 best practices for creating unforgettable customer experiences
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.
Guided CX
Digital Transformation
Cobrowse
Customer Service
CX
Customer engagement in the digital age
Keeping customers engaged in today’s digital world can be tough. With so many options available at the click of a button, it’s more important than ever to differentiate yourself, provide memorable experiences, and build strong relationships with your customers. Let’s explore some of today’s top challenges in customer engagement and the solutions you can use to overcome them and thrive.
News
Glance launches Guided CX™ availability in AWS Marketplace
Wakefield, MA, September 11, 2024: Glance, a leading provider of Guided Customer Experience (CX) solutions, announced today that its Guided CX™ platform is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS).