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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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Customer Service
Healthcare customer experience trends for 2023
Technology, a global pandemic, the adopting of patient-centered care, and evolving consumer demands are transforming every aspect of healthcare. As the dust of 2020 settles (yes, that was two years ago), we can see trends starting to emerge in the industry. In 2022, there’s a renewed focus on the end-to-end healthcare customer journey, and healthcare organizations that invest in CX can better meet today’s needs and prepare for tomorrow’s challenges.
Glance for Everyone: Three Accessibility Best Practices for Digital Customer Experience
At Glance, bringing people together in digital spaces is what we do. Guided CX (customer experience) solutions by Glance are used to transform any digital space a company manages into a place for the company’s agents to connect directly, person-to-person, with their customers.
Customer Service
What is average handle time – and does it matter anymore?
Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it.
Customer Service
First Contact Resolution Explained
It’s an immutable fact: no matter how incredible your product or service is – you’re going to have customers reaching out with issues.
Customer Service
Customer service vs customer experience – what’s the difference?
The terms “customer service” and “customer experience” are sometimes used interchangeably. While they’re connected, they’re not the same, and it’s important to understand the differences and how each can help propel your business forward.
Customer Service
The pitfalls of superficial CX intentions (and why agent experience matters)
Most businesses talk a big game on CX. Wander the halls between the back office and the boardroom and you’ll likely hear variations on the same prevailing wisdom: