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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Top digital customer experience strategies for business success
A great online experience can make or break a business. As more customers interact with brands through websites, apps, and social media, having a strong digital customer experience (CX) strategy is essential. So, what exactly is digital customer experience, and how can you improve it to boost your business? Let’s break it down.
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Creating authentic customer connections in a digital world: The power of integrating empathy and technology with Tom Martin
Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world.
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Reimagining customer experience: Structure follows strategy
Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Successfully executed CX strategies have led to companies seeing a 20% boost in customer satisfaction, a 15% hike in sales conversions, a 30% drop in service costs, and a 30% surge in employee engagement. Wondering which strategies can truly transform your CX?
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Independent Study: Glance Guided CX™ yielded 394% ROI
Glance Guided CX enhanced customer service operations, reduced costs, and drove revenue Wakefield, MA, November 28, 2023: Glance, a leader in Guided Customer Experience (CX) solutions, today announced the results of its commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting. Findings revealed that Glance Guided CX delivered significant bottom line impact for enterprises, including a 394% ROI.
Guided CX
What we’re thankful for: learning from CX visionaries and market insights
At Glance, we believe that continuous learning and collaboration are essential elements of growth and innovation. As we reflect on the past year, we can't help but express our gratitude for the valuable insights we've gained from discussions with CX industry leaders and the recognition we've received in market studies. In this blog post, we want to share some of the highlights from these experiences.
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Guided customer experience: Why merging AI with a human touch drives increased revenue
Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”
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Omnichannel customer experience: Table stakes in 2023
The results are in—an omnichannel customer experience delivers undeniable results. One recent survey cited that 80% of customers prefer an omnichannel offering. Another study indicates that customers purchase 250% more frequently on omnichannel versus single channel. Those survey results point toward big wins for customers and vendors. Are you struggling to prioritize your omnichannel deployments or to align your technology investments with your long-term strategies? Join our panel of experts from Verint, CSG, Glance and Calabrio to discuss how to tap into omnichannel best practices for a CX strategy that forges a stronger bond with your customers and prospects.
Guided CX
Balancing automation, digital, and human guidance in CX strategy
Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Wondering which strategies can truly transform your CX? That’s what Adam Atwood, Glance CMO, and David Singer, Global Vice President, Go-To-Market Strategy, Verint, answered in their recent Destination CRM presentation: Reimagining Customer Experience: Structure Follows Strategy.
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Glance recognized in the 2023 Gartner® Market Guide for Digital Customer Service and Support report
Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”
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2023 September Market Study: Contact Center of 2030
What will the contact center look like in 2030? Will it be an omnichannel, AI-driven powerhouse in which customers can conveniently solve most problems on their own – and quickly access empathetic, consultative agents in the rare situations where they need extra help? Will it be an empowering environment in which agents enjoy their experiences, love their compensation packages, and perform as highly confident and capable brand ambassadors?