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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The power of human-AI collaboration in customer experience
The rise of artificial intelligence (AI) in customer experience (CX) has transformed the way businesses engage with their customers. But contrary to fears of AI replacing human roles, the reality paints a different picture — one where AI serves as an empowering ally to human agents, enhancing their ability to deliver exceptional service.
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Guided CX
Customer Service
The power of human-AI collaboration in customer experience
The rise of artificial intelligence (AI) in customer experience (CX) has transformed the way businesses engage with their customers. But contrary to fears of AI replacing human roles, the reality paints a different picture — one where AI serves as an empowering ally to human agents, enhancing their ability to deliver exceptional service.
Guided CX
Customer Service
CX New Year's resolutions: 5 CX trends to adopt in 2025
As the calendar flips to 2025, it’s the perfect time to reflect on where customer experience (CX) is headed and set resolutions that align with evolving trends. The past year highlighted the importance of blending advanced technologies with human empathy to meet customer expectations. From predictive AI to hybrid models, here are the key CX trends to adopt in 2025 — your new year’s resolutions for creating exceptional customer experiences.
Guided CX
Customer Service
Measuring what matters in 2025
Using a one-size-fits-all approach to metrics is like trying to fit a square peg into a round hole. Every organization is unique, with distinct goals, customer expectations, and operational challenges. So why should your metrics be any different? Traditional metrics like Average Handle Time (AHT) have their place, but they don’t always capture the full picture. As customer needs evolve and businesses prioritize different aspects of the customer experience, the focus is shifting toward measuring what truly matters for your organization and your customers.
Guided CX
Digital Transformation
Customer Service
12 days of CXmas
This holiday season, let’s deck the halls with CX cheer! Welcome to the 12 Days of CXmas, where we unwrap 12 unique benefits, features, or insights that Glance brings to customer experience. Ready for a festive journey that combines joy, innovation, and effortless CX? Warm up your vocal cords and let’s get started!
Guided CX
Digital Transformation
Customer Service
The hybrid experience: merging digital and human touch points
There’s a new standard in customer interactions. Customers expect more than just service - they expect seamless, thoughtful interactions that adapt to their needs. Soon the distinction between digital and physical touch points will blur entirely, giving rise to hybrid experiences: the integration of digital efficiency with human empathy. These experiences are now the gold standard in customer interactions.
Guided CX
Digital Transformation
Customer Service
Trust and transparency: the cornerstones of CX in 2025
Trust has emerged as the foundation of exceptional customer experiences (CX). Transparency and empathy are vital for cultivating meaningful relationships between brands and customers. As consumers become increasingly discerning, businesses must prioritize clear communication, honesty, and human connection to earn and maintain trust. Here’s what that looks like in 2025 and beyond.
Guided CX
Digital Transformation
Customer Service
Predictive CX: the future is now
Predictive AI technology is not just a futuristic concept—it’s shaping and redefining customer experience (CX). Unlike reactive AI systems that respond to customer inquiries after they occur, predictive AI anticipates customer needs and addresses them proactively. By leveraging advanced data analytics, machine learning, and real-time processing, businesses can deliver a new level of service that’s personalized, efficient, and anticipatory.
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.