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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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Cobrowse News

Cobrowse

Cobrowse

Using Guided CX to improve customer retention

Focusing on retention supports long-term growth. Existing customers who see value in your product/service are more likely to come back for more, spend more, and refer others to your business.

How to lead contact centers with empathy for transformational CX

Last week, we were joined by Ben Devey, Director of Customer Experience at Ollie, who has worked at every level of the call center with experience at both large enterprises and growing startups. He shared some excellent advice and insights gained from his professional experiences that can help companies of all sizes lead with empathy and improve the customer experience. Here are some key takeaways from our conversation.

Revolutionize your customer retention strategy with in-app support

User engagement and retention are the biggest challenges app marketers face today. Nearly half of all apps are uninstalled within the first month after being downloaded, with “not in use” being the top reason.

How Guided CX can transform the student enrollment process

The student journey is becoming increasingly digital, even for students who don’t engage in remote learning. And when it comes to recruitment and enrollment, the digitization of these processes is here to stay.

Celebrating the women of Glance

March is Women’s History Month, and we’ve been collecting some words of reflection and inspiration from the women of Glance. Their stories highlight the collective people-first mentality at Glance, and showcase the amazing women behind the brand and technology.

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News

Glance continues to fuel innovation with new hire of Jim Luciani

Proven SaaS leader brings organizational and technical expertise to accelerate growth Wakefield, MA, March 29, 2023: Glance, the leader in Guided CX solutions, announces today that Jim Luciani has joined its leadership team as SVP of Engineering to strategically support the company’s growing engineering group and further innovation in its Guided CX products.

Why in-app support is the evolution mobile CX needs

Mobile is increasingly becoming the digital engagement mode of choice for customers. In response, today’s CX leaders across industries are focusing on how to improve their mobile experiences and bring them at least to parity with — if not better than — their web-based experiences.

Why customer journey mapping matters more than ever

We had the honor to talk to CX expert Sumita Mullick to discuss the importance of customer journey mapping to businesses today. Customer journey mapping is gaining popularity as a valuable visualization and storytelling tool, and it’s a practice that Sumita recommends to all businesses seeking to improve the customer experience.

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News

Glance takes mobile CX to the next level with latest Mobile App Share release

Available now for download, this release brings new levels of parity between in-app and web-based CX Wakefield, MA, March 22, 2023 – Glance, the leader in Guided CX software, today announces the latest version of Glance Mobile App Share is now available for download. Facilitated by the Glance Mobile SDK, this first-of-its-kind release allows enterprises to deliver the same personal, human-to-human guidance Glance Cobrowse enables on the web right within their mobile app.