Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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.
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Guided CX
Bridging the divide: Ensuring consistent customer experience in a multi-channel world
We all know how hard it can be to keep customer experience consistent across all our digital, mobile, social channels, and physical channels. With so many platforms out there now, it can feel like managing a contact center and all the physical channels and data pulls us in opposite directions. And you can bet that if we’re feeling that struggle, our customers are too. How do we bridge this divide?
Guided CX
Insurance
Turn smartphones into sales and service accelerators with Mobile Camera Share
Smartphones are everywhere and over 86% of the world’s population has one. Which means there’s a pretty good chance your customers and employees — including your field service technicians or onsite reps — have one, too. Why not leverage this tool to make our sales and service interactions smoother, faster, and simpler?
Guided CX
Insurance
Staying ahead of the curve: adapting to insurance consumer preferences for improved retention
In today's competitive insurance industry, customer retention is more important than ever. And the key to driving retention is to continuously meet consumer expectations and preferences — which in today’s rapidly-changing world, can feel like a moving target. What do today’s insurance consumers want and expect? How has digital innovation shifted those expectations? And how can insurance providers keep up with rising digital expectations while maintaining essential human connection? Buckle up and keep reading; we’ll answer all these questions and more so you can focus on the right opportunities that can have the greatest impact on your retention goals.
Guided CX
Innovating Guided CX: A path to exceptional experiences
CEO Tom Martin recently joined CX Today’s Charlie Mitchell for an engaging conversation where they explored the evolving landscape of customer experience (CX). They explored the increasing significance of guided CX, the solutions that are resonating with Glance's customers, and Tom gave a sneak peek into Glance's product roadmap. Keep reading for a synopsis of the conversation, or watch the replay now.
Video
How to boost customer retention with “face-to-face” digital CX
The COVID-19 pandemic reshaped the way businesses interact with their customers. In-person meetings and traditional face-to-face interactions took a backseat, compelling companies to quickly adapt and reimagine their customer experience (CX) strategies. As a result, businesses embraced digital solutions that simulate the personal touch and intimacy of in-person interactions. These “face-to-face” digital CX initiatives not only bridged the gap caused by physical restrictions but also proved to be effective in enhancing customer retention.
Financial Services
The importance of customer-centric design in digital banking
Digital banking has entered a realm of no return, propelling forward with unstoppable force. For years, the winds of change have been accelerating toward complete digitalization, as customers demand and expect faster, more diverse service options. Those who are embracing change are rising to the top: According to Forrester, 35% of global banking executives report successful progress with their digital initiatives and related buying decisions.
Case Study
Unlocking customer experience success: Top case studies in Guided CX
In today’s competitive business landscape, providing an exceptional customer experience is no longer a luxury but a necessity. As customers increasingly expect personalized and efficient interactions, companies are turning to guided customer experience (CX) solutions to deliver seamless and satisfying experiences. Guided CX goes beyond traditional methods by leveraging innovative technologies that allow agents to visually guide customers through their journey, addressing their needs in real-time. Leading enterprises are leveraging guided CX to achieve success — but how? What does that experience look like? And what are these leading brands accomplishing through guided CX technology?
Salesforce
Glance for Salesforce: The power duo
Peanut butter and jelly. Batman and Robin. Tacos and Tuesdays. Some things just go better together — like Salesforce and Glance.