Guided CX Insights

Happy Customer Experience Week! Customer experience is more than just a buzzword—it’s about creating seamless, personal connections. And that’s what drives us every day here at Glance. Our mission is simple: to power personalized, guided support when it’s needed most. While digital channels are fantastic for many tasks, there’s something irreplaceable about real human expertise stepping in at just the right moment. That’s why we’ve built our Guided CX solutions to ensure every experience feels personal, seamless, and empowering.

Happy CX Day! Every year, on the first Tuesday of October, businesses and organizations worldwide come together to celebrate Customer Experience (CX) Day. It's a time to reflect on the importance of delivering exceptional customer experiences and to share best practices that improve the way businesses interact with their customers. Want to learn more about CX Day? You can check it out here. At Glance, we believe that great customer experience is not just about answering questions—it's about creating meaningful human connections. Today, we'll dive into why CX is essential and how we support businesses in elevating their CX game.

Live chat and Guided CX are a dynamic duo that's transforming customer interactions across various industries. Live chat serves as the frontline of communication, offering customers instant access to assistance. It's fast, convenient, and favored by consumers. However, sometimes words alone aren't enough. That's where Guided CX steps in, enriching live chat with visual and interactive elements. In this post, we’ll explore how this synergy is reshaping how companies connect with their customers and enhancing the overall customer journey.

Glance CEO Tom Martin recently had a conversation with Yanique Grant on episode 201 of the podcast “Navigating the Customer Experience.” Tom and Yanique dove deep into the world of technology, customer experience, and empathy and shared valuable insights on how technology can help foster empathy, enhance customer experiences, and streamline business processes. Listen to the episode below, or keep reading for highlights from the discussion. Creating Authentic Customer Connections in a Digital World: The Power of Integrating Empathy and Technology with Tom Martin

In an increasingly competitive financial landscape, building customer loyalty has become a top priority. Customer loyalty goes beyond mere satisfaction; it’s the glue that binds banking customers to a particular bank, fostering long-term relationships and sustained profitability. But what exactly drives customer loyalty at financial institutions? Let’s delve into key factors that make a difference.

Hey sales teams, what do you call your constituents?

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.

When companies want to improve all around customer satisfaction and maintain business in the long run, there are several things they can do. Check out these five top blog posts of 2015 to learn more about increasing customer satisfaction in a business.

Building rapport with customers brings any business ahead of the competition.