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Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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Retail’s Great Digital Divide

I’ve come away from the last 2 weeks of mega retail events (NRF14 and OR14) with a very clear impression—there is an ever-widening crevasse forming between retailers and their frenemies in manufacturing. In fact, retail’s great divide keeps growing.

News

Glance Networks Announces Visual Engagement Platform for Salesforce.com’s Service Cloud

The Only Comprehensive Suite That Lets Customers Visually Collaborate With Agents to Improve Online Shopping and Customer Service Experiences ARLINGTON, MA–(Marketwired – Nov 20, 2013) – Glance Networks, a provider known for its simple and secure cobrowsing, screen sharing and agent video solutions, today announced the availability of Glance for Service Cloud, a new platform that provides comprehensive visual engagement services designed to dramatically improve the online customer experience.

News

Glance Networks Announces Visual Engagement Platform for Salesforce.com’s Service Cloud

The Only Comprehensive Suite That Lets Customers Visually Collaborate With Agents to Improve Online Shopping and Customer Service Experiences ARLINGTON, MA–(Marketwired – Nov 20, 2013) – Glance Networks, a provider known for its simple and secure cobrowsing, screen sharing and agent video solutions, today announced the availability of Glance for Service Cloud, a new platform that provides comprehensive visual engagement services designed to dramatically improve the online customer experience.

Customer Service

When it Comes to Customer Service, the Customer is Not Always Right

Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.