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Guided CX Insights

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

Customer experience in the AI era

Customer experience (CX) is evolving at an incredible pace, and AI is at the heart of this transformation. Just look at these eye-opening numbers: The global AI in CX market is expected to skyrocket from $10.5 billion in 2023 to $76.7 billion by 2033 (market.us). 92% of companies report improved response times thanks to AI, and 83% say it's easier to address customer needs (Hubspot). With AI reshaping CX, it’s no longer a matter of if businesses should adopt it, but rather how effectively they can integrate AI with human support to create smooth, meaningful customer experiences.

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News

Coronavirus/Covid-19 Notice: Glance is open for business and fully operational

A message from Tom Martin, Glance CEO:

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News

Glance CEO Tom Martin to Discuss Visual Engagement Innovations at ITEXPO

Panel Sessions on AI-Driven Solutions and Emerging Customer Interaction Tools Will Describe How Businesses Can Successfully Humanize Digital Customer Engagement

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Customer Service News

Article: Constant Contact uses Glance to expand customer success, product support and advisory services

Glance’s client, Constant Contact, was the subject of a great article in CIO magazine. Here are the high points:

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News

Glance Achieves ISO 27001 Information Security Certification

Visual Engagement Solutions Provider’s Security Practices Demonstrate the Highest Level of Commitment to Information Security

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Axos Bank Adopts Glance Visual Engagement to Improve Digital Banking

Bankers can join customers in the online banking app, guide their navigation, help them complete transactions

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Customer Service News Case Study

Axos Bank uses Glance to improve CSAT for customers using online banking

Glance’s client, Axos Bank, was the subject of a terrific article in American Banker magazine. Here are the high points:

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News

Glance Wins 2019 Contact Center Technology Award from Customer Magazine

Innovative visual engagement provider is recognized for its ability to help clients enhance customer value and increase revenue

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Cobrowse News Case Study CX

How do you drive a 50% reduction in Average Handle Time?

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.

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News

Gartner: A Major Reason Many Mobile Apps Fail

Gartner says many mobile apps fail to achieve their business objectives because “there is very little customer service capability built into the apps.” (2018 Hype Cycle) That’s the very reason we’ve extended our industry leading visual engagement solutions to include mobile apps for Android and iOS. When users of your mobile app get stuck, Glance Mobile App Sharing can help your call center agents deliver in-app visual support — similar to screen sharing or cobrowsing, but for Android or iOS native mobile apps. To see Glance Mobile App Sharing in action, watch this short video:

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