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Guided CX Insights

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

AI + human = the winning formula for trust in customer experience

AI can do a lot. It can automate workflows, personalize interactions, and even predict customer needs. But when it comes to trust, humans still play the leading role.

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How to bring human CX to digital spaces

Customers are craving human connection. According to a recent global survey from PWC, 75% of customers want to connect with a person more as technology improves. And while there’s definitely an important place for FAQs, self-help articles, and chatbots — throwing technology at every problem fails to give customers that human connection they want.

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AI is changing the customer experience — here’s how

AI isn’t coming. It’s here.

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News

Glance advances enterprise partnership program with key hire of Kristine Hansen

Veteran sales leader brings wealth of experience in enterprise CCaaS CX solutions

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CSAT NPS: How Should You Measure Customer Experience?

Customer satisfaction impacts your business in many ways, making it easy to understand why companies invest in measuring the customer experience. Numbers can tell powerful stories, and organizations are spending up to $1.4 million to collect CX metrics — but are they capturing the right data?

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News

Glance Earns Three Customer-Driven Awards in Winter 2023 G2 Reports

Positive customer reviews lead to wins for Glance’s Guided CX solutions WAKEFIELD, Mass. — Glance, the leader in Guided CX software solutions, announced today that it has earned three G2 badges in the G2 Market Reports for winter 2023.

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Why CX is at the heart of digital transformation for banking

We’re in the midst of a digital transformation for banking. This transformation was greatly accelerated by the pandemic, as brick-and-mortar stores were forced to shut their doors during quarantine.

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Customer Service

2023 CX trends to watch in financial services

Banking and financial services are undergoing a drastic transformation. The customer experience in 2023 looks a lot different from just five years ago, and finance CX leadership must keep up with evolving customer expectations and market trends to stay competitive. Here’s a look at four key trends and predictions in finance CX to know now. Be sure to download our 2023 CX trends infographic for a summary you can reference and share with your team.

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Customer Service

Four skills to develop in your customer service team in hard times

If you’re in customer service management, being able to lead your team through tough times isn’t exactly on the job application. But as we head into a potential economic downturn on the heels of a pandemic, we’re thinking it probably should be.

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