At Glance, we believe that continuous learning and collaboration are essential elements of growth and innovation. As we reflect on the past year, we can't help but express our gratitude for the valuable insights we've gained from discussions with CX industry leaders and the recognition we've received in market studies. In this blog post, we want to share some of the highlights from these experiences.
Tom Martin, CEO joined host Adrian Brady Cesana on the CXChronicles podcast. They delved into the four fundamental pillars every business needs to transform CX: Team, Tools, Process, and Feedback. This conversation provided a solid foundation for an exploration of CX in the digital age.
Tom and host Yanique Grant 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.
We had the pleasure of joining Shep Hyken on the Amazing Business Radio Show, where Tom and renowned customer service and CX expert Shep Hyken discussed the delicate balance between technology and the human touch in customer experience. This conversation illuminated the importance of finding harmony between automation and human interaction in today's CX landscape.
We’re also incredibly grateful to have been recognized in three significant market studies moving the industry forward.
The Gartner Market Guide for Digital Customer Service and Support reaffirmed the critical role Guided CX plays in the future of digital customer experiences. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms.”
According to this 2023 report, generative AI, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028. We’re honored to have been mentioned as a Sample Vendor in the report, which showcases how digital customer service will transform customer experience outcomes by providing a seamless customer experience.
Learn more in our press release
CCW Digital recently conducted exclusive research into the current and future state of the contact center, which Glance was proud to co-sponsor. The study generated some findings that paint a vivid picture of what’s to come, for example:
As we express our gratitude for these enriching experiences and recognitions, we remain committed to pushing the boundaries of what's possible in the world of customer experience. The insights we've gained from industry leaders and market studies continue to inspire us to innovate, adapt, and create authentic human connections in a digital world.
Thank you to all our partners, collaborators, and customers who have been part of this incredible journey. We look forward to an even more exciting and transformative future in the CX landscape.