Guided CX Insights

Predictive AI technology is not just a futuristic concept—it’s shaping and redefining customer experience (CX). Unlike reactive AI systems that respond to customer inquiries after they occur, predictive AI anticipates customer needs and addresses them proactively. By leveraging advanced data analytics, machine learning, and real-time processing, businesses can deliver a new level of service that’s personalized, efficient, and anticipatory.

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.

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.

It’s spooky season! What’s one of the scariest things a company can do? Ghost their customers.

Empathy at scale In today’s automated world, customer experience (CX) can sometimes feel a bit impersonal. We’ve all had those moments where we’re talking to a bot or navigating through automated systems, only to end up feeling frustrated or unheard. That’s where empathy comes in—specifically, empathy at scale. Empathy is what makes interactions feel human, and in customer service, it's crucial for creating genuine connections. Forbes called empathy “the next business disruptor.” But when you're managing thousands or even millions of interactions, how do you deliver that empathy consistently? That’s where Guided CX comes into play. Guided CX usage has nearly tripled since 2020, as leading enterprises prioritize authentic, human experiences. By blending technology with human expertise, Guided CX makes sure that even digital interactions feel personal and meaningful.

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.

First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.