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.

Keeping customers engaged in today’s digital world can be tough. With so many options available at the click of a button, it’s more important than ever to differentiate yourself, provide memorable experiences, and build strong relationships with your customers. Let’s explore some of today’s top challenges in customer engagement and the solutions you can use to overcome them and thrive.

When was the last time you had a compelling engagement with a chatbot? Probably never. Chatbots and self service are important, but when situations escalate above what a self-help article or AI can handle, it’s essential to have the right tools to provide a great experience for both the customer and the agent. Here’s the equation for a compelling online interaction: Great Customer Experience (CX) + Great Agent Experience (AX) = Great Human Experience Let’s break that down.

In today’s digital-first world, businesses are increasingly focused on providing exceptional Customer Experience (CX) and enhancing digital customer engagement to gain a competitive edge. With countless tools and channels at their disposal, companies strive to create seamless interactions that cater to their tech-savvy customers. While the digital-first approach has brought numerous benefits, it’s crucial not to overlook the significance of human interaction in delivering an outstanding customer experience (CX). Renowned customer service and CX expert Shep Hyken recently interviewed Glance CEO Tom Martin on Amazing Business Radio to explore the role human interaction plays in today’s landscape. Listen to the full podcast episode here, or keep reading for a synopsis of the insightful conversation.

Truckstop.com, the Idaho-based SaaS marketplace that facilitates the equivalent of nearly 11% of the US GDP, saw positive results almost immediately after deploying Glance.

Forrester predicts a year of reckoning for AI. The market research firm foresees a backlash against automated chatbots which routinely exasperate customers searching for assistance.

Originally published in CustomerThink.

Dreamforce never disappoints, and DF ‘17 was, as usual, the perfect venue to demonstrate the importance of better visual engagement in achieving superior online customer experiences—and the business value of Glance. Salesforce’s growth and world-wide success stems from its strong ecosystem of customers, partners, and employees. We met a steady stream of attendees at our booth, made many new friends, and showed a lot of people how to achieve, simple, secure visual engagements with their customers. 4IR is Transformative…But Can It Be Alienating to Customers? This year’s Dreamforce made it abundantly clear that the world is indeedexperiencing a wave of innovation and technology. This “Fourth Industrial Revolution” is radically changing economies, societies, and the daily lives of billions. Technologies like artificial intelligence, robotics, and the Internet of Things (IoT) areenhancing products and systems in ways thattransform the customer experience.Salesforce predicts that “the Salesforce Economy” will drive creation of 3.3 million new jobs and more than $859 billion in new business revenues worldwide by 2022, while also transforming customer expectations. Savvy, connected, always-on customers expect seamless experiences from every company they engage with. As Salesforce Chairman and CEO, Marc Benioff, pointed out in his keynote presentation, instead of feeling more connected with customers, some businesses are feeling increasingly out of touch. Devices Connect. Humans Collaborate. As companies like MINDBODY have discovered, Glance visual engagement creates a more collaborative, natural interaction with customers online, improving customer satisfaction (and loyalty) while reducing the number of support contacts and increasing agent productivity. In the larger context, Salesforce announced a major new partnership that will deliver smarter, more collaborative experiences for customers:it will integrateSales Cloud and Marketing Cloud with Google Analytics 360and G Suite. The goal is to understand customer needs, solve problems, and identify opportunities to help on a single platform that’s always accessible from anywhere. Visual engagement tools play a crucial role at the most important point of contact: online customer interaction. Companies that are able to make online interactions simple, powerful, and productive will feel closer to customers and reap the rewards of consumer goodwill.