Blog
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
Empathy: the Heart of Digital CX
You don’t know much about the person visiting your website. With all of the hours we spend on market research — understanding customer needs and preferences and pain points — it’s easy to forget that. But inevitably, we only end up with a portrait of the people we want to engage with — and most of the time, that template rarely fits to the actual, unique individuals that are our customers. Why does this matter? Because that gap between customer persona and real person can be a big one. Companies that forget there’s a difference can end up selling to the persona and missing the biggest opportunity in digital: making the whole experience feel human. And succeeding there starts with empathy.
Customer Service
10 Ways to Exceed Expectations in Customer Service
Customers crave friendly, informed service. I know this, because I’ve worked the front lines in Glance Network’s customer service department. The relationship I have with our customers is of the highest importance to me, and we strive to provide excellent customer service that exceeds basic standards. That attitude is reflected in the rave reviews we’ve gotten from our customers in return.
Customer Service
Why Customer Centricity Delivers Great Customer Experiences
With everything going on over the last three years, you may have missed it—but the “digital customer experience” is now basically the entire customer experience. And that’s catching some companies off guard.
Glance and Guided Experiences: at the leading edge of CX transformation
Noted industry analyst Phil Edholm, president of PKE Consulting, shares his thoughts on the presentations and discussions that took place during the recent Glance Analyst Conference. In his blog, Edholm offers his assessment of the traction Guided CX solutions are gaining in the market, his impressions of a customer presentation, and his perspective on why Glance stands out from other providers.
Web Accessibility Expectations for Digital Transformation
Digital transformation has been on the rise for quite some time. Enterprises have been transitioning their strategies from optimizing the in-person experience to growing their online channels. As the pandemic has sped up the need for digital innovation, sectors such as the financial industry have had some hurdles to overcome in providing a customer experience that exceeds expectations. Adherence to accessibility standards is one of those hurdles.
