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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 Loyalty
Customer Service
4 Key Ways Visual Engagement Software Improves Business
Co-browsing and screen sharing are types of visual engagement software. they allow a customer service agent to share an online view with customers. Agents can walk customers through your website, a demo, or even though a process such as ordering or filling out a form. Agents can also highlight important links or information or even take control of the customer’s screen. And customers’ private information can be masked so they can work with confidence.
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Customer Service
Don’t Infuriate Customers With Bad Remote Tech Support
Ah, the joys of working with remote tech support.
Customer Service
27 Famous Customer Service Quotes You Need to Know
This guest post about customer service quotes is from Salesforce, a Glance partner.
Customer Service
Create a Soaring Customer Experience Engaging the Human Senses
When you add depth to your customer experience process, it makes everything more meaningful. The more senses you can engage, the more memorable the experience. And when you stay top of mind in your customers’ heads, they’re more likely to return for more—improving your bottom line.
Protect Your Business From Cyber Attacks
Cyber attacks are increasing. In fact, the protection of an organization’s data and other computerized assets has become as or even more important than protecting its physical assets. In many cases, the growing emphasis on automating everything from data collection and processing to inventory control can see a data breach or an unexpected malware infection bring the organization’s operations to a shuddering halt.
Customer Service
Shifting from In-store to Online: Customer Service at its Peak
The online market is expanding exponentially, making it critical to get online customer service right. In fact, from 2013 to 2018, it’s estimated that the online market will grow an astounding 57%. The dollar growth from the actual 2014 figure of $294 billion shows a forecast of $414 billion for 2018. That’s a huge shift from in-store sales to e-retail sales.
Customer Service
4 Compelling Ways Visual Engagement Reflects Customer Service Best Practices
Do you ever feel uncomfortable when approached by a salesperson? For me, it typically happens immediately after I walk into a store. It’s a well-established customer service best practice, but these types of sales-oriented interactions (informed by the underlying assumption of a uniform persona that only really wants my money) just seem artificial. Personally, nothing turns me away from people more.
News
Availability of Glance Visual Engagement Platform on Genesys AppFoundry
Glance Networks has launched its visual engagement platform on the Genesys AppFoundry – a newly available online marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers to discover, research and connect with a broad range of customer experience applications, integrations and services that address their unique customer needs.