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Glance recognized among notable vendors in CX orchestration landscape report

Report highlights real-time impact of customer journey orchestration through data, AI and CX technologies Wakefield, MA, February 8, 2024: Glance, the industry leader in Guided Customer Experience (CX) solutions, was named among notable vendors in Forrester’s recent report, “The Customer Journey Orchestration Landscape, Q1 2024” (January 26, 2024). This timely report covers the latest trends in CX and customer journey technology for 2024, and is meant to help organizations “understand the value they can expect from a customer journey orchestration vendor, learn how vendors differ, and investigate options based on size and market focus.”

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Glance announces Kristine Hansen as Vice President of Sales & Strategic Partnerships for North America

Hansen's promotion reflects Glance’s dynamic growth and commitment to excellence in customer experience Wakefield, MA, January 30, 2024: Glance, the industry leader in Guided CX™ solutions, has promoted Kristine Hansen to Vice President of North American Sales & Strategic Partnerships. This strategic move underscores Glance's remarkable growth in 2023 and its commitment to enhancing customer journeys for Fortune 500 companies.

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Customers interact with you via their smartphones. Leverage that!

Even before the pandemic, 92 percent of consumers chose their smartphone as their primary device for customer service.   Perhaps this is no surprise. After all, it has been 16 years since the advent of the iPhone.   Yet, in all that time, many of the same pain points still irritate customers as they interact brands on their mobile devices.

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Getting started with contact center AI

CX Today’s Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM with swallow up contact center platforms Is the CRM a viable option for mid-market and enterprise businesses? How Glance is helping to bring CRM systems up to grade for contact center use cases Other exciting trends in the world of CRM

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How to enhance customer experiences with Guided CX

The best service is no service: a customer experience mantra that has stood the test of time. Why? Because customers don’t want to phone, video, or message a business. They want to avoid issues in the first instance. As such, many contact centers have invested in assessing their demand drivers, spotting the root cause, and fixing those troublesome problems upstream.

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Maximize the potential of AI with a customer-first CX approach

Artificial Intelligence is all about bots, self-service, and automation, right? A one-size-fits-all way to continue to process consumer communication whilst simultaneously reducing the human contact center headcount, right? Well, that’s an over-simplistic view that may now be more than a little outdated.

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Eager to do more with a smaller CX budget? Try these clever strategies!

We’re living in an experience-driven economy. More than anything else, the support and guidance a business provides its customers determines whether that brand will be successful.   Numerous studies from many market researchers highlight this. For instance, a recent ContactBabel report found that 48 percent of businesses note CX as their most significant differentiator. 

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Will CRM systems replace contact center platforms?

CX Today’s Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM with swallow up contact center platforms Is the CRM a viable option for mid-market and enterprise businesses? How Glance is helping to bring CRM systems up to grade for contact center use cases Other exciting trends in the world of CRM

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Every journey needs a map. Especially when it comes to the customer journey

Mapping is powerful. It helps businesses understand their customers’ needs and pain points with the aim to improve their experience. Mapping spurs new customer initiatives which can spin into gold. It’s used to identify areas where the customer experience can be improved by gaining a deeper understanding of your customer by visualizing the customer experience. Here are suggested steps to create a customer journey map: Create Your Customer Persona Persona is a fictional representation of the ideal customer that helps you to understand their needs and pain points.