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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Digital Transformation
Cobrowse
This is Why You and I Need to Visually Engage at Dreamforce 2017 – #DF17
Save your place to visually engage with Glance at Dreamforce 2017 on November 6-9, 2017, in San Francisco, at Booth #1201 and #339.
Digital Transformation
Customer Service
Ti-i-i-ime Is On My Side…But Not If Cutting Customer Engagement Costs Is The Goal
Time: Noun. 1. A measured or measurable period during which an action, process, or condition exists or continues. 2. The enemy of cutting customer engagement costs. When it comes to the value produced by implementing Glance’s visual engagement solutions, our customers’ experience indicates bottom-line results that show reduced customer engagement costs. Results like these typical:
Digital Transformation
News
Glance Networks Poised for Growth in Fourth Quarter of 2017
Glance Networks, a leading provider of intelligent visual engagement solutions, has positioned itself for sustainable growth through a combination of new customer wins, technology upgrades, and endorsements from high-value entities.
Digital Transformation
Customer Service
Financial Services
Taking Financial Institutions’ Customer Service Calls from Conflict to Collaboration
Financial institutions’ customer service calls can be challenging. People are sensitive about what happens to their money – and with good reason. That’s why financial institutions require an easy way to defuse anger and stress, right from the get-go.
Digital Transformation
Customer Service
Five Amazing Customer Engagement Facts
Visual engagement has become established as a major key to customer engagement. Here are five facts every management team should keep in mind.
Cobrowse
3 Ways Financial Organizations Use Cobrowse With Microsoft Dynamics 365
Glance for Microsoft Dynamics 365 gives customer service agents and account execs new powers to collaboratively visually engage with clients. Agents and customers connect simply by clicking on the Glance icon appearing on any Microsoft Dynamics contact, account, or other record. Glance is the only enterprise-grade visual engagement platform that instantly and connects agents using Dynamics, giving customers in an interactive view of online content anywhere, anytime, across any device.
Cobrowse
10 Must-Have Cobrowse Security and Privacy Features for the Financial Industry
Events like Finovate (NYC, September 11-14) bring attention to how important visual engagement tools – like cobrowse, screen share, and one-way video – have become to boosting customer satisfaction across financial institutions. That makes choosing the right cobrowse solution critically important. Cobrowse security and privacy features must be strong for the financial industry to invest in the solution.
Customer Loyalty
Hey Sales – Your Constituents Would Like to See You Now!
Hey sales teams, what do you call your constituents?
Cobrowse
The Ultimate Weapon in the Battle for Long-Term Customer Loyalty
Customer satisfaction and customer loyalty are the twin gateways to long-term revenue streams, follow-on business, and growth. As a result, they are key goals for every service organization. In a world where over forty percent of customers leave a business because of poor service and seventy-one percent don’t think companies take any action to keep their business it’s paramount to stay on best terms with your constituents.