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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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2024’s biggest CX moments & milestones
As we wrap up another fantastic year at Glance, we’re looking back on the moments, milestones, and memories that made our hearts skip a beat. From groundbreaking insights to powerful partnerships, here’s what we absolutely loved about 2024.
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Customer Service
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Customer Service
Key traits of a great customer success manager
Businesses are increasingly focusing their efforts on customer success, knowing that doing so can improve the customer experience, lower churn rate, increase customer and employee loyalty, and boost revenue. Customer success managers are the key driving force behind those rewarding efforts, making it essential to hire the right people. Knowing the importance, you might ask: what makes a great customer success manager?
SaaS
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SaaS
Do SaaS companies still need customer success?
You have a stellar SaaS product. It’s easy to use, your self-service is impressively in-depth, plus your baked-in onboarding is first-rate. This well-oiled machine can practically run on its own, which may make you wonder … do you really need a SaaS customer success team?
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Crafting a positive customer service agent experience
A vital and often overlooked part of good CX is your agent’s experience (AX). If agents aren’t empowered, or worse, they’re micromanaged, it can result in a negative customer experience. While metrics are important, making sure your agents can act human is vital.
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How to improve digital customer engagement for retail
The pandemic accelerated the transformation of digital customer engagement for retail. When brick and mortar stores had to close their doors, e-Commerce exploded virtually overnight. And according to a survey of 3,400 B2C companies, those that embraced digital customer engagement saw an average revenue growth of 70%.
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Insurance
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Want to drive adoption and usage of your app? Humanize it.
The modern mobile app experience is a capital ‘D’ digital experience. As app users, we want experiences that are slick, frictionless – and (for the most part) self-service. The modern mobile app experience often involves AI-generated content, which can sometimes feel impersonal and robotic. While we increasingly may expect to ‘speak with’ an app-dwelling chatbot when we get stuck or have questions, we wouldn’t necessarily expect to interact with a real-life human inside the mobile app experience.