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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News
Exciting New Research Underscores the Value of Visual Engagement
The Internet can be a lonely place, especially when it comes to customer service. Self-service and automated service (like bots) can address basic questions and support issues. However, customers often need human guidance to handle more complex situations, like financial investments or healthcare renewals. That’s when visual engagement makes all the difference.
Cobrowse
Education
Glance Cobrowse Gets Enrollment Rolling Smoothly at Trident University
Enrolling in college is one of life’s turning points. Making that initial step painless and smooth is one of the most important things an online educator can do. But if applicants need guidance at any point during the process, can they get interactive help from an advisor who can set them up for success from day one? That’s the question Trident University has asked itself. With innovative cobrowsing technology from Glance Networks, the answer is yes.
Healthcare
Insurance
Cobrowse
Why is Cobrowse a High Priority for Healthcare Organizations?
Innovative healthcare organizations use visual engagement solutions like cobrowse to transform patients’ online experience.
Video
Customer Service
How to Make a Powerful Nationally Televised Customer Story
Recently, I had the pleasure of participating in the making of a powerful, nationally televised customer story. Glance and Intuit worked together to document some of the highlights of our partnership and the ways in which Intuit was guiding its customers with outstanding service. It was a great opportunity to capture some of the amazing feedback we had received from one of our customers, cement connections, and even share a few laughs.
Cobrowse
Customer Service
5 Helpful Cobrowse Articles to Boost Customer Loyalty
Looking for some great cobrowse articles to get you started on your journey? Search no more! It’s all here for the taking.
Customer Service
How to Beat Paralysis and Find the Most High-Value Customer Experience Solutions
In the enterprise world, it’s easy to become paralyzed with the number of customer experience solutions available. How do you decide where to invest?