Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Why mobile collaboration is the future of digital customer experience
Let’s face it — we live on our phones. From texting friends to ordering groceries, nearly everything happens on mobile now. So why is it that when we need help from a company, we’re still expected to jump on a desktop or dial into a support line? It’s time for customer experience to catch up. Mobile collaboration is a better, faster, more human way to support customers, wherever they are.
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Guided CX
Digital Transformation
Cobrowse
Customer Service
CX
Customer engagement in the digital age
Keeping customers engaged in today’s digital world can be tough. With so many options available at the click of a button, it’s more important than ever to differentiate yourself, provide memorable experiences, and build strong relationships with your customers. Let’s explore some of today’s top challenges in customer engagement and the solutions you can use to overcome them and thrive.
News
Glance launches Guided CX™ availability in AWS Marketplace
Wakefield, MA, September 11, 2024: Glance, a leading provider of Guided Customer Experience (CX) solutions, announced today that its Guided CX™ platform is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS).
News
Guided CX™ usage nearly triples, new data reveals
Glance found that Guided CX sessions increased 175% from 2020-2024 Wakefield, MA, September 5, 2024: Glance, the leader in Guided CX™ solutions, released new data about the adoption of its Guided CX platform. From 2020 to 2024, Glance Guided CX sessions — in which businesses can provide personal, human-to-human experiences for customers in a digital environment — increased by an impressive 175 percent. This growth is even more pronounced in specific sectors:
Customer Service
How to use customer feedback to improve your service
How to use customer feedback to improve your service Are you listening to your customers? The voice of the customer (VoC) is powerful: 91% of people believe companies should fuel innovation by listening to buyers and customers, compared to only 31% who think they should hire a team of experts. Customer feedback is like a treasure map. It shows you where you’re doing well and where you need to dig deeper to find the gold—better service. But how do you turn that feedback into real improvements? Let’s explore some easy steps to make sure you’re getting the most out of what your customers have to say.
Contact Centers
Kindness in the contact center
Be Kind to Humankind Week: embracing kindness in CX and beyond
Celebrate Be Kind to Humankind Week — explore how kindness can improve This week, we celebrate Be Kind to Humankind Week, a time dedicated to spreading kindness, empathy, and compassion in our everyday lives.
News
Glance announces Guided CX™ integration with Five9 to deliver smart, human customer experiences
Glance now available on the Five9 CX Marketplace Wakefield, MA, August 22, 2024: Glance, a leader in Guided CX™ solutions, today announced its partnership with Five9, the intelligent CX platform provider. Glance is now available on the Five9 CX Marketplace, enabling Five9 users to harness Glance’s Guided CX platform to join customers in real-time, collaborative online sessions.
News
Glance showcases intelligent human connection for financial services at Finovate Fall 2024
Empowering financial services with AI + human CX to drive meaningful customer engagement Wakefield, MA, August 20, 2024: Glance, the leading provider of Guided Customer Experience (CX) solutions, is excited to announce its participation at Finovate Fall 2024, where the company will showcase the transformative power of human connection in financial services. As the industry continues to navigate the hype surrounding AI, Glance remains focused on combining the best of both worlds — AI and human engagement — to deliver exceptional customer experiences.
Guided CX
Contact Centers
Improving First Call Resolution rates in your contact center
First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.
Guided CX
Screen sharing best practices: dos and don'ts for effective use
Screen sharing has become an essential tool for enhancing customer experiences. Whether you’re troubleshooting a problem, giving a demo, or collaborating on a project, screen sharing allows you to connect with customers in a more interactive and efficient way. However, choosing the right tool is crucial. Evaluating the top screen sharing software based on key criteria such as ease of access, collaboration options, mobile user experience, and affordability can make a significant difference. Like any tool, using it effectively requires some know-how. Here are some dos and don’ts to ensure your screen-sharing sessions are smooth, productive, and leave your customers feeling valued. Don’t forget to use this helpful chart to keep these best practices top-of-mind.