customer-loyalty

Guided CX Insights

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

How to align AI and human expertise for exceptional CX

Artificial intelligence is reshaping how businesses interact with customers — but let’s be honest, AI alone isn’t the magic bullet for customer experience. The best results happen when AI and human expertise work together. AI can automate repetitive tasks, provide insights, and boost efficiency, but it’s the human touch that builds trust and lasting relationships. So how do you strike the right balance? That’s where the AI + Human Maturity Model™ for Customer Experience comes in. This model is a practical guide for businesses looking to assess where they are today, where they can go next, and how to structure their teams to get the most out of AI and human collaboration.

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CX Week: honoring the teams driving customer success

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.

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Guided CX Digital Transformation Cobrowse Customer Loyalty Customer Service CX Customer Retention

4 best practices for creating unforgettable customer experiences

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.

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Guided CX Customer Loyalty

Beyond words: elevating live chat with Guided CX

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.

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Guided CX Digital Transformation Customer Loyalty

Creating authentic human connections in a digital world

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

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Customer Loyalty Financial Services

8 key drivers of customer loyalty at banks

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.

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Customer Loyalty

Hey Sales – Your Constituents Would Like to See You Now!

Hey sales teams, what do you call your constituents?

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Cobrowse 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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