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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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Why brands should embrace AI

Over the past year and a half, consumers have moved nearly every aspect of their lives to digital channels.

Effortless digital transformation: Leading with process & technology

KT Ellis, Senior IT Product Manager at Dutchie, has been working to support CX organizations for more than 20 years, mostly in the SaaS space. In their current role at Dutchie, they act as a strategic partner, leading system/capability roadmap planning and using data to tell stories and make decisions. They partner with business leaders and the engineering team to drive improvements, automations, and enhancements and actively look for ways to scale. In every interaction, they strive to actively listen, surface disconnects, re-frame problems, and push boundaries.

Creating a customer-centric culture: Tips and tricks for success

Customer churn is expensive. Really, really expensive. U.S. brands lose $35.3 billion every year due to unplanned churn. Here’s where that number really hurts: that unplanned churn is caused by avoidable CX issues.

Maximizing the potential of AI with a customer-first CX approach

The CX industry is buzzing about artificial intelligence (AI). ChatGPT brought AI to the forefront of people’s minds overnight, and the technology went from experimentation to providing real business value in a flash. AI-powered technologies are poised to disrupt industries — profoundly and quickly — but many are proceeding with caution amidst security and ethical concerns.

How to optimize the right digital touchpoints for better CX

Providing great customer experiences is about delivering “convenient, empowering, and emotional experiences,” according to a recent Forrester report. The best way to do that? Choose the right digital touchpoints, and optimize them to best fit your customer’s needs.

Guided CX in retail: Use cases that offer meaningful differentiation

The retail industry is fiercely competitive. Customer experience (CX) is a top priority for retailers looking to differentiate themselves and drive brand loyalty. And when it comes to the digital customer journey, Guided CX is empowering retail brands to create meaningful connections and experiences.

Be a customer loyalty generator: Meet customers inside your mobile apps

Of the 5 hours per day we spend on our mobile devices, over 4 hours is spent on mobile apps.

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News

Glance launches the Glance Accelerate Partner Program

The leading authority in enterprise Guided CX adds momentum to partners’ CX initiatives Wakefield, MA, April 25, 2023: Glance, the leading provider of Guided CX solutions, including cobrowse, screen share, video, mobile app share, and mobile camera share capabilities, has taken its partner program to the next level with the launch of the Glance Accelerate Partner Program.

3 reasons to humanize the digital retail customer experience today

Today’s retail customers want it all. They want the convenience of ecommerce with the personal attention of shopping in-store with an associate. They want to spend with brands that provide standout experiences. And of course, they want free and fast shipping.