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.
Read Now
Twilio Flex and Glance Cobrowse with 1-Click Connect™ – Partnering to build a better contact center
At Glance, we enjoy partnerships with companies that share our passion for bringing humanity into the digital customer experience, which is why we are excited to announce our latest integration with Twilio Flex. Glance Cobrowse with 1-Click Connect™ now integrates seamlessly into Twilio Flex, enabling contact center agents to instantly see what callers are seeing on-screen and quickly understand problems without playing “The Game of 20 Questions.”
Guided CX
SaaS
Glance Guided CX and Intuit Make Tax Season Less Taxing
According to the US government, the 2021 tax filing season officially kicked off on February 12th, the first day the IRS began accepting tax returns. But for me, the unofficial beginning of the tax season each year occurs the moment the first Intuit TurboTax advertisement airs during the Super Bowl. It is always rewarding for me and other Glance employees to see Intuit’s commercials in which Glance Guided CX functionality takes center stage!
Video
Customer Service
News
Financial Services
Article: Extending the Brand Experience Through Embedded Video — The Missing Imperative in Digital Engagement
Originally published in Customer Magazine By Tom Martin, CEO, Glance February 23, 2021
News
Glance Names EJ McGowan Vice President of Engineering
Wakefield, MA—February 8, 2021– Glance (www.glance.net), a leading provider of guided customer experience solutions that enable organizations to deepen customer relationships and transform digital customer interactions into brand-building and revenue-generation opportunities, announced that EJ McGowan has been appointed as Vice President of Engineering. In this capacity, he will oversee the company’s product development, testing, quality assurance, and engineering activities.
Financial Services
Mobile Banking Must Replicate Branch Experiences
Originally published in BAI Banking Strategies By Tom Martin, CEO, Glance
6 Digital Customer Engagement Predictions for 2021
In 2019, Paul DiPaola of U.S. Bank said, “the rate of change has never been faster, and it will never be this slow again.” 2020 certainly agreed and then decided to raise the stakes. We saw COVID lockdowns that forced both businesses and consumers to embrace digital as the primary channel for communication. Frictionless, secure, personal digital engagements went from a “nice to have” to “need to have” almost overnight.
Moving Through 3 Phases of Crisis Response Towards Reinvention
“Moving through 3 phases of crisis response towards reinvention” is an excerpt from the white paper, “The Future of Relationships” by Blair Pleasant and brought to you by Glance and COMMfusion. You can download your copy of the full white paper here.