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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How to align AI and human expertise for exceptional CX
Artificial intelligence is reshaping how businesses interact with customers — but let’s be honest, AI alone isn’t the magic bullet for customer experience. The best results happen when AI and human expertise work together. AI can automate repetitive tasks, provide insights, and boost efficiency, but it’s the human touch that builds trust and lasting relationships. So how do you strike the right balance? That’s where the AI + Human Maturity Model™ for Customer Experience comes in. This model is a practical guide for businesses looking to assess where they are today, where they can go next, and how to structure their teams to get the most out of AI and human collaboration.
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Customer Service
Customer Success – Discovering the Missing Piece
We all know that customer service is challenging to get right. From the customer side of things, we’ve all experienced customer service fails – but what is causing those failures?
Customer Service
How to Get the Fastest ROI From Your Customer Service Technology Investment
Today’s consumers expect businesses to be customer-centric and provide a stellar customer experience across all channels. With that in mind, organizations are increasingly investing in new technology to improve the customer lifecycle.
How to Make Visual Engagement More Effective for Sales Teams
In a sales call, the sales rep’s goal is to communicate the belief that the prospect’s challenge can be overcome, problem solved, and business goal met. Experienced sales teams know how difficult it can be to describe a concept as opposed to showing prospects what they will gain. That’s why visual engagement solutions are crucial in creating a tangible belief in the benefits being offered.
Customer Service
Key Customer Support Metrics That Drive Growth
Customer support metrics are completely useless if you don’t know how to interpret them, or why you have them. Yet in customer service, seconds can mean the difference between crippling churn and high lifetime value.
SaaS
Visual Engagement Builds Sales for SaaS Organizations
A sales team depends on demos in order to transform prospects into customers. However, not every demo can be done in person, in particular when you’re talking about sales for SaaS companies. That’s where visual engagement solutions come in handy.
Cobrowse
Customer Service
8 New Cobrowse Features You Won’t Want to Miss
Visual engagement uses technologies such as cobrowse features, one-way agent video, and screen share to take the next step in online customer interactions. Adding visual tools to your voice or chat conversation brings personalization and understanding to the conversation.
News
Glance Networks Awarded 2017 SalesTech Award for Most Innovative SalesTech Company
We at Glance Networks are proud to announce that our Glance Visual Engagement solution has been honored once again for its exceptional innovation. Crowd Research Partners, a global integrated media company, has named Glance visual engagement as the winner of the 2017 SalesTech Award for Most Innovative SalesTech Company.
How Sales Can Keep Presentations Simple and Focus on the Core Message
In order to be effective, sales presentations have to be simple and straightforward. To keep presentations simple, you need to get right at the core message, without too much fluff to distract your audience. You can always get into specific details after further conversations with customers. The key is to grab your audience’s attention from the get go so no one loses your most important points.