Guided CX Insights

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

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Where does AI fit in the CX puzzle?

Brands are constantly seeking the magic formula that will propel them to the forefront of customer satisfaction and loyalty. Artificial Intelligence (AI) has emerged as a powerful tool in this quest. Deloitte research finds that nearly 80% of customer service leaders plan to invest in more AI capabilities over the next two years. AI-powered chatbots, virtual assistants, and predictive analytics have become the norm rather than the exception. But is AI really the answer? Yes and no. AI is just one piece of the CX puzzle, and it’s important as we adopt AI in our CX strategies that we treat it as a component, not a cure-all.


Glance Guided CX™ Now Available on Genesys AppFoundry

Human collaboration solutions enable Genesys Cloud CX® customers to deliver more personal, tailored support Wakefield, MA, November 30, 2023: Glance, the leader in Guided CX software, today announced its CX platform is now available on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.


Creating Authentic Customer Connections in a Digital World: The Power of Integrating Empathy and Technology with Tom Martin

Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world.


Reimagining Customer Experience: Structure Follows Strategy

Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Successfully executed CX strategies have led to companies seeing a 20% boost in customer satisfaction, a 15% hike in sales conversions, a 30% drop in service costs, and a 30% surge in employee engagement. Wondering which strategies can truly transform your CX?


Independent Study: Glance Guided CX™ yielded 394% ROI

Glance Guided CX enhanced customer service operations, reduced costs, and drove revenue Wakefield, MA, November 28, 2023: Glance, a leader in Guided Customer Experience (CX) solutions, today announced the results of its commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting. Findings revealed that Glance Guided CX delivered significant bottom line impact for enterprises, including a 394% ROI.

Guided CX

What we’re thankful for: learning from CX visionaries and market insights

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.


Guided Customer Experience: Why Merging AI with a Human Touch Drives Increased Revenue

Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. 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. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”


Omnichannel Customer Experience: Table Stakes in 2023

The results are in—an omnichannel customer experience delivers undeniable results. One recent survey cited that 80% of customers prefer an omnichannel offering. Another study indicates that customers purchase 250% more frequently on omnichannel versus single channel. Those survey results point toward big wins for customers and vendors. Are you struggling to prioritize your omnichannel deployments or to align your technology investments with your long-term strategies? Join our panel of experts from Verint, CSG, Glance and Calabrio to discuss how to tap into omnichannel best practices for a CX strategy that forges a stronger bond with your customers and prospects.

Guided CX

Balancing automation, digital, and human guidance in CX strategy

Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Wondering which strategies can truly transform your CX? That’s what Adam Atwood, Glance CMO, and David Singer, Global Vice President, Go-To-Market Strategy, Verint, answered in their recent Destination CRM presentation: Reimagining Customer Experience: Structure Follows Strategy.