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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The loyalty formula: personalization + Guided CX
When it comes to customer experience, there’s no one-size-fits-all. Today’s customers want more than fast service - they want personalized service. They want to feel seen, heard, and supported like a VIP. So how do you deliver that kind of experience, especially in a digital world? The answer lies in Guided Customer Experience (Guided CX) and smart personalization. When you combine the power of human connection with tailored, in-the-moment support, you turn everyday interactions into loyalty-building moments. Let’s break it down.
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Customer Service
27 Famous Customer Service Quotes You Need to Know
This guest post about customer service quotes is from Salesforce, a Glance partner.
Customer Service
Create a Soaring Customer Experience Engaging the Human Senses
When you add depth to your customer experience process, it makes everything more meaningful. The more senses you can engage, the more memorable the experience. And when you stay top of mind in your customers’ heads, they’re more likely to return for more—improving your bottom line.
Protect Your Business From Cyber Attacks
Cyber attacks are increasing. In fact, the protection of an organization’s data and other computerized assets has become as or even more important than protecting its physical assets. In many cases, the growing emphasis on automating everything from data collection and processing to inventory control can see a data breach or an unexpected malware infection bring the organization’s operations to a shuddering halt.
Customer Service
Shifting from In-store to Online: Customer Service at its Peak
The online market is expanding exponentially, making it critical to get online customer service right. In fact, from 2013 to 2018, it’s estimated that the online market will grow an astounding 57%. The dollar growth from the actual 2014 figure of $294 billion shows a forecast of $414 billion for 2018. That’s a huge shift from in-store sales to e-retail sales.
Customer Service
4 Compelling Ways Visual Engagement Reflects Customer Service Best Practices
Do you ever feel uncomfortable when approached by a salesperson? For me, it typically happens immediately after I walk into a store. It’s a well-established customer service best practice, but these types of sales-oriented interactions (informed by the underlying assumption of a uniform persona that only really wants my money) just seem artificial. Personally, nothing turns me away from people more.
News
Availability of Glance Visual Engagement Platform on Genesys AppFoundry
Glance Networks has launched its visual engagement platform on the Genesys AppFoundry – a newly available online marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers to discover, research and connect with a broad range of customer experience applications, integrations and services that address their unique customer needs.
Video
Troubleshooting Online Audio & Video Conferencing
ReadyTalk wrote an article stating that the #1 enemy of online conferences is poor audio quality. We’ve all experienced static, loud background noise, or echo on a call. Not only is it distracting, but it can throw an entire business meeting off course.
Customer Service
Why do you need a CRM?
A recent study by the Aberdeen Group found that 81 percent of all companies that use visual engagement integrate with a customer relationship management (CRM) solution like Salesforce or Microsoft Dynamics. A technology with such a large adoption rate is nothing to sneeze at. If you want to get in the game and improve your customer service, no doubt you need a CRM as a core technology for your customer experience strategy.