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From AI hype to CX reckoning

The Customer Experience reset after the AI surge
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3 reasons to humanize the digital retail customer experience today

Today’s retail customers want it all. They want the convenience of ecommerce with the personal attention of shopping in-store with an associate. They want to spend with brands that provide standout experiences. And of course, they want free and fast shipping.

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Cobrowse

Using Guided CX to improve customer retention

Focusing on retention supports long-term growth. Existing customers who see value in your product/service are more likely to come back for more, spend more, and refer others to your business.

How to lead contact centers with empathy for transformational CX

Last week, we were joined by Ben Devey, Director of Customer Experience at Ollie, who has worked at every level of the call center with experience at both large enterprises and growing startups. He shared some excellent advice and insights gained from his professional experiences that can help companies of all sizes lead with empathy and improve the customer experience. Here are some key takeaways from our conversation.

Revolutionize your customer retention strategy with in-app support

User engagement and retention are the biggest challenges app marketers face today. Nearly half of all apps are uninstalled within the first month after being downloaded, with “not in use” being the top reason.

How Guided CX can transform the student enrollment process

The student journey is becoming increasingly digital, even for students who don’t engage in remote learning. And when it comes to recruitment and enrollment, the digitization of these processes is here to stay.

Celebrating the women of Glance

March is Women’s History Month, and we’ve been collecting some words of reflection and inspiration from the women of Glance. Their stories highlight the collective people-first mentality at Glance, and showcase the amazing women behind the brand and technology.

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News

Glance continues to fuel innovation with new hire of Jim Luciani

Proven SaaS leader brings organizational and technical expertise to accelerate growth Wakefield, MA, March 29, 2023: Glance, the leader in Guided CX solutions, announces today that Jim Luciani has joined its leadership team as SVP of Engineering to strategically support the company’s growing engineering group and further innovation in its Guided CX products.

Why in-app support is the evolution mobile CX needs

Mobile is increasingly becoming the digital engagement mode of choice for customers. In response, today’s CX leaders across industries are focusing on how to improve their mobile experiences and bring them at least to parity with — if not better than — their web-based experiences.

Why customer journey mapping matters more than ever

We had the honor to talk to CX expert Sumita Mullick to discuss the importance of customer journey mapping to businesses today. Customer journey mapping is gaining popularity as a valuable visualization and storytelling tool, and it’s a practice that Sumita recommends to all businesses seeking to improve the customer experience.