Guided CX Insights

Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world.

Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Successfully executed CX strategies have led to companies seeing a 20% boost in customer satisfaction, a 15% hike in sales conversions, a 30% drop in service costs, and a 30% surge in employee engagement. Wondering which strategies can truly transform your CX?

Glance Guided CX enhanced customer service operations, reduced costs, and drove revenue Wakefield, MA, November 28, 2023: Glance, a leader in Guided Customer Experience (CX) solutions, today announced the results of its commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting. Findings revealed that Glance Guided CX delivered significant bottom line impact for enterprises, including a 394% ROI.

Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”

The results are in—an omnichannel customer experience delivers undeniable results. One recent survey cited that 80% of customers prefer an omnichannel offering. Another study indicates that customers purchase 250% more frequently on omnichannel versus single channel. Those survey results point toward big wins for customers and vendors. Are you struggling to prioritize your omnichannel deployments or to align your technology investments with your long-term strategies? Join our panel of experts from Verint, CSG, Glance and Calabrio to discuss how to tap into omnichannel best practices for a CX strategy that forges a stronger bond with your customers and prospects.

Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”

What will the contact center look like in 2030? Will it be an omnichannel, AI-driven powerhouse in which customers can conveniently solve most problems on their own – and quickly access empathetic, consultative agents in the rare situations where they need extra help? Will it be an empowering environment in which agents enjoy their experiences, love their compensation packages, and perform as highly confident and capable brand ambassadors?

In this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team, Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.

Glance recognized as a Sample Vendor for Digital Customer Service and Video Contact Center in the Gartner Hype Cycle for Customer Service and Support Technologies, 2023 Wakefield, Mass., Sep. 6, 2023: Glance, a pioneer in human-guided digital customer service, is proud to announce its recognition as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2023 Report. The company’s significant contributions in the digital customer service and video categories have led to its continued upward trajectory in the industry at a time when customer experience (CX) technology is rapidly evolving and customer expectations only continue to rise.