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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The next era of customer support: mobile-first and cobrowsing-ready
When you have a question, where do you turn? Most likely, your phone. Mobile has become the first stop for customer support: 82% of customers use mobile apps for communicating with a company. Whether troubleshooting an issue, making a purchase, or asking a quick question, customers expect seamless support from the palm of their hand. But there’s a problem. Traditional support methods — long text threads and email chains, confusing FAQs, and even chatbots — often don’t cut it when customers are trying to solve complex issues on a mobile app or website. That’s where mobile cobrowsing comes in.
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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.
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.
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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.
