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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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SaaS

How Intuit Made Outstanding Customer Experience More Visible

With Glance Networks’ visual engagement solutions, including cobrowse and live agent video, Intuit is making tax preparation and filing smoother for millions of TurboTax’s users.

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SaaS Customer Service

5 Best Practices for SaaS Startups to Sustain Success

Today’s SaaS startups face so many challenges. It takes more than hard work to get a business going. Luck plays a role. Restless days. Sleepless nights. Stressful meetings. Nervous pitches.

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SaaS News Salesforce

Glance Wins Salesforce Partner Innovation Award #DF16

We’re thrilled to announced that Glance Cobrowse won the Salesforce Partner Innovation Service Cloud Award for 2016. Even better, Glance was the only Independent Software Vendor Partner honored this year! What a great testament to the power of helping others improve customer experience.

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SaaS

5 Easy Tips to Make SaaS Online Sales Meetings Stand Out

Who isn’t familiar with the deadly sales meeting where someone drones on, flipping through the 100-slide PowerPoint deck? This situation is even worse when you’re working online, presenting from a distance.

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Cobrowse SaaS Salesforce

Using Context in SaaS for Better Customer Service

This guest post was written by Rina Henderson, a seasoned UX Designer and Developer at CodeScience.

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SaaS

4 Easy Ways Visual Engagement Improves Customer Communication

Visual engagement is a critical set of tools, especially for online businesses that sell complex offerings.

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SaaS

Women in Technology: The Mothers of Online Communication

I recently read a great article by Peter Diamandis about why we need more women in technology. Here are some of the facts he quoted:

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Cobrowse SaaS

The Shocking ROI of Improving SaaS Customer Service

Vastly shorter call handling time. Hugely improved performance around first call resolution. Radically fewer support calls. All from improvement in SaaS customer service.

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