Guided CX Essentials

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.

We know your time is precious, so let’s make it easy. Check out this on-demand demo and see how Glance Guided CX works with Amazon Connect.

We know your time is precious, so let’s make it easy. Check out this on-demand demo and see how Glance Guided CX works with Five9.

We know your time is precious, so let’s make it easy. Check out this on-demand demo and see how Glance Guided CX works with Salesforce.

We know your time is precious, so let’s make it easy. Check out this on-demand demo and see how Glance Guided CX works with Genesys Cloud.

Companies across all industries are seeking to gain a strategic advantage with differentiated customer experiences. But understanding how to measure the business impact of CX improvements is crucial – both to produce quantifiable results and to ensure the investment is sound.

SoFi is a member-centric, one-stop shop for digital financial services on a mission to help people achieve financial independence to realize their ambitions. The company’s full suite of financial products and services helps its more than 8.1 million SoFi members borrow, save, spend, invest, and protect their money better by giving them fast access to the tools they need to get their money right, all in one app. SoFi also equips members with the resources they need to get ahead – like credentialed financial planners, exclusive experiences and events, and a thriving community – on their path to financial independence.

How Constant Contact uses Glance Constant Contact, a SaaS-based email marketing solution company, has always placed a high value on customer care. They recognize that happy and successful customers are loyal customers, and that each touch point provides an opportunity to deepen the customer relationship. Constant Contact has used Glance since 2005. Customer support agents can launch a sharing session with one click, view the customer’s screen, instantly understand the problem, and guide them to a speedy solution. Glance sessions are proven to drive measurably higher First Call Resolution (FCR) and higher Customer Satisfaction (CSAT) scores. In 2016, Constant Contact began an initiative to take advantage of these high CSAT moments. They realized that customer support calls with a positive outcome — and the resultant spike in CSAT — represented a perfect opportunity to cross-sell and up-sell related products and services to happy customers. Agent KPIs now include recommending up-sell options, acceptance rate, and revenue contribution. A multi-pronged approach To breathe life into this initiative, Constant Contact embarked on a comprehensive strategy that incorporated in-depth training combined with innovative technology. The company’s service agents were taught to identify which customer interactions were, indeed, sales opportunities and, of those, which were appropriate for up-selling products and consulting services. Along with its focus on training and data analytics, Constant Contact understood it needed to implement robust technology that would enable its agents to elevate the level of personal service they could deliver. Delivering exceptional service leads to the “high-CSAT moments” to which Kenny refers. These are perfect moments for up-selling. The company consulted its long-time partner and industry leader in visual engagement solutions, Massachusetts-based Glance Networks. The idea was to understand how Glance can help Constant Contact leverage its co-browse and screen share capabilities — which have demonstrably increased its CSAT scores — to convert customer touch points into revenue opportunities.

How Axos Bank uses Glance With Glance, Axos bankers can see exactly what an account holder sees on their screen as they navigate the online banking app. Agents can guide customers through a number of transactions, including bill payments, fund transfers, and the completion of applications for bank products like mortgages and personal loans. Glance collaboration sessions can be launched easily by the banker, and Glance requires no download from the customer. It is a frictionless experience for the banker and the customer that works with any computer or mobile web browser the customer might be using. Glance is engineered to comply with the strictest security and privacy standards of financial services companies. Sensitive personal information in the customer’s online banking account can be masked from the view of the banker. Glance encrypts all transmitted data and employs enterprise-class SSO. How did we do it? “Human interaction, especially when it’s related to finance, is an inherently emotional and sensitive topic,” said Jonathan Crane, senior vice president of Axos’ Centers of Excellence. “Our goal is to meet our clients in the way they best prefer to interact. Sometimes they do need that higher touch connection.” The technology, provided by Glance, is a Javascript tag that’s coded into the online banking portal that lets customer service agents see exactly what an account holder sees on their screen as they peruse the bank’s website. Its bankers can “co-browse” with customers and guide them through a number of transactions. Once screen sharing is enabled, the banker can use their cursor to direct customers where they need to click in their account to initiate a transaction, find information, or enter sensitive information. On their end, the banker never sees any sensitive financial details that a customer enters into a specified field. Before a connection is made, the lender will alert the customer about exactly what the banker has access to and can view in the account. For further assurance, the banker can initiate a one-way video feed that shows the customer they’re being attended to in real time. Unlike IT remote access, however, Axos’ representatives do not have the ability to initiate or complete any transactions on behalf of the customer.

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