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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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Add the human touch to web-based chat with Glance
Both customers and agents love interacting via chat. It’s fast, convenient, private, familiar, and can boost agent productivity. Oh, and it can make money. Nearly 80% of businesses say that offering live chat has had a positive effect on sales, revenue, and customer loyalty.
Cobrowse
How to bring human CX to digital spaces
Customers are craving human connection. According to a recent global survey from PWC, 75% of customers want to connect with a person more as technology improves. And while there’s definitely an important place for FAQs, self-help articles, and chatbots — throwing technology at every problem fails to give customers that human connection they want.
CSAT or NPS – how should you measure customer experience?
Customer satisfaction impacts your business in many ways, making it easy to understand why companies invest in measuring the customer experience. Numbers can tell powerful stories, and organizations are spending up to $1.4 million to collect CX metrics — but are they capturing the right data?
News
Glance Earns Three Customer-Driven Awards in Winter 2023 G2 Reports
Positive customer reviews lead to wins for Glance’s Guided CX solutions WAKEFIELD, Mass. — Glance, the leader in Guided CX software solutions, announced today that it has earned three G2 badges in the G2 Market Reports for winter 2023.
Customer Service
2023 CX trends to watch in financial services
Banking and financial services are undergoing a drastic transformation. The customer experience in 2023 looks a lot different from just five years ago, and finance CX leadership must keep up with evolving customer expectations and market trends to stay competitive. Here’s a look at four key trends and predictions in finance CX to know now. Be sure to download our 2023 CX trends infographic for a summary you can reference and share with your team.
Customer Service
Four skills to develop in your customer service team in hard times
If you’re in customer service management, being able to lead your team through tough times isn’t exactly on the job application. But as we head into a potential economic downturn on the heels of a pandemic, we’re thinking it probably should be.