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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The Definitive Guide to Enterprise Cobrowsing Solutions
As digital journeys become more complex and organizations lean heavily into AI and automation, a critical gap has emerged: human connection. Enterprises need tools for real-time customer support agents to step in at critical moments of friction.
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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.
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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.
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Glance takes mobile CX to the next level with latest Mobile App Share release
Available now for download, this release brings new levels of parity between in-app and web-based CX Wakefield, MA, March 22, 2023 – Glance, the leader in Guided CX software, today announces the latest version of Glance Mobile App Share is now available for download. Facilitated by the Glance Mobile SDK, this first-of-its-kind release allows enterprises to deliver the same personal, human-to-human guidance Glance Cobrowse enables on the web right within their mobile app.
Customer Service
The importance of empathy when delivering exceptional customer service
Technology has completely transformed the call center … but is it for the better? In some ways, yes. But as we’ve embraced more and more technology, we’ve lost sight of arguably the most important aspect of customer service: empathy. Most U.S. consumers — 83% of them, to be precise — would rather interact with live agents over digital channels to solve customer service issues, according to research from Accenture. In today’s digital world, people want real, genuine, human-to-human connection. Companies that build customer empathy by actively gathering insights about their customers and translating that information into meaningful actions provide helpful and meaningful experiences that drive customer loyalty.