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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Mastering omnichannel customer care: a guide to seamless support
Today’s customers expect businesses to provide help whenever and wherever they need it, whether they’re on their phone, chatting online, or browsing through a knowledge base. That’s where omnichannel customer service comes in.
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News
Glance announces Kristine Hansen as Vice President of Sales & Strategic Partnerships for North America
Hansen's promotion reflects Glance’s dynamic growth and commitment to excellence in customer experience Wakefield, MA, January 30, 2024: Glance, the industry leader in Guided CX™ solutions, has promoted Kristine Hansen to Vice President of North American Sales & Strategic Partnerships. This strategic move underscores Glance's remarkable growth in 2023 and its commitment to enhancing customer journeys for Fortune 500 companies.
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Customers interact with you via their smartphones. Leverage that!
Even before the pandemic, 92 percent of consumers chose their smartphone as their primary device for customer service. Perhaps this is no surprise. After all, it has been 16 years since the advent of the iPhone. Yet, in all that time, many of the same pain points still irritate customers as they interact brands on their mobile devices.
Guided CX
The disconnection dilemma: Poor tech choices harm customers and brands
Companies are leaning into technology to make things smoother and better for customers. But it's not always working out as planned. Tech gone wrong isn’t just an annoyance to customers, it's also putting a dent in what brands stand for. Where are the missteps? How can companies undergoing digital transformation smooth out their tech strategies to improve the customer experience and their brand image? Let’s dive in.
Guided CX
The dawn of proactive customer experience: AI's role in 2024
Predictive AI technology is a trend that will reshape the customer experience (CX) in 2024. This advancement can change the way businesses interact with and serve their customers, transitioning from a reactive to a proactive stance in addressing customer needs. Instead of merely reacting to customer issues as they arise, AI algorithms will proactively identify potential problems and resolve them in real-time — enhancing interactions before there’s a real problem.
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News
Getting started with contact center AI
CX Today’s Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM with swallow up contact center platforms Is the CRM a viable option for mid-market and enterprise businesses? How Glance is helping to bring CRM systems up to grade for contact center use cases Other exciting trends in the world of CRM
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How to enhance customer experiences with Guided CX
The best service is no service: a customer experience mantra that has stood the test of time. Why? Because customers don’t want to phone, video, or message a business. They want to avoid issues in the first instance. As such, many contact centers have invested in assessing their demand drivers, spotting the root cause, and fixing those troublesome problems upstream.
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Maximize the potential of AI with a customer-first CX approach
Artificial Intelligence is all about bots, self-service, and automation, right? A one-size-fits-all way to continue to process consumer communication whilst simultaneously reducing the human contact center headcount, right? Well, that’s an over-simplistic view that may now be more than a little outdated.
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Eager to do more with a smaller CX budget? Try these clever strategies!
We’re living in an experience-driven economy. More than anything else, the support and guidance a business provides its customers determines whether that brand will be successful. Numerous studies from many market researchers highlight this. For instance, a recent ContactBabel report found that 48 percent of businesses note CX as their most significant differentiator.