Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
AI vs. human touch: finding the right balance in customer experience
In a world where AI can answer questions, process requests, and predict your next move, do we still need humans in customer support? Absolutely. And here’s why.
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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.
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.
Customer Service
The importance of empathy when delivering exceptional customer service
Technology has completely transformed the call center … but is it for the better? In some ways, yes. But as we’ve embraced more and more technology, we’ve lost sight of arguably the most important aspect of customer service: empathy. Most U.S. consumers — 83% of them, to be precise — would rather interact with live agents over digital channels to solve customer service issues, according to research from Accenture. In today’s digital world, people want real, genuine, human-to-human connection. Companies that build customer empathy by actively gathering insights about their customers and translating that information into meaningful actions provide helpful and meaningful experiences that drive customer loyalty.
Case Study
Real-world insights on how to use guided customer support to improve CX
Customer expectations are at an all-time high. Customers expect brands to use a high level of technology … but they also demand human connection. In response, more companies are starting to use what’s known as guided customer support, or Guided CX, combining the powers of both technology and humanity to deliver a standout customer experience.
Become a customer loyalty generator series: Make every interaction count
Loyal customers are happy customers. They have an emotional connection to your brand and are eager to share their positive experiences with others. They also contribute more to your bottom line: they spend more and it costs five times as much to attract a new customer than to keep an existing one.
News
Glance shares trends and predictions for CX in 2023
Report combines industry insights with actionable recommendations As enterprises face increasing competition and shrinking resources, the need for exceptional customer experiences has become critical for success. To help businesses navigate this rapidly changing landscape, Glance has released a new report, “2023 CX Trends and Predictions: Seeking Stability.”
Cobrowse
Higher education needs a CX mindset shift
College enrollment has been declining since 2010. Today’s teens are questioning the value of a college education. They hear about poor college experiences from friends and peers, and meanwhile social media shows them promise of success from self-made millionaires who opted not to pursue higher education.
How to use data to enhance your customers’ journey
Businesses have access to more data than ever before — and the sea of data is only getting deeper. To be honest, it can be overwhelming. There’s a stampede of data coming at you and you need to lasso the right points that will actually make an impact … but you’re not always sure where to aim.