Guided CX Insights

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.

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

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.

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 Well, that’s an over-simplistic view that may now be more than a little outdated.

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. 

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

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.

CX Today’s David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks. In this session we discuss the following: Where do you see organisations struggle when it comes to achieving a consistent experience across platforms? With all the recent developments around Generative AI how do you see the role of the chatbot evolving when it comes to delivering CX? Are businesses doubling down on CX technology spend to try and bolster customer retention?

Shep Hyken interviews Tom Martin, CEO at Glance, a software company focused on helping businesses connect with their customers. He discusses combining technology with human-to-human interactions to create a seamless and personalized customer experience.