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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.

Celebrating women shaping the future of customer experience
March is a time to honor the trailblazing women who have shaped history and continue to transform industries — including customer experience and technology. Women’s History Month gives us an opportunity to recognize the brilliant women who are driving change, breaking barriers, and making customer experiences more seamless, innovative, and human-centered. At Glance, we’re celebrating the incredible women in CX — both inside and outside our organization — who are shaping the future with their expertise, leadership, and problem-solving skills.
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How to boost customer retention with “face-to-face” digital CX
The COVID-19 pandemic reshaped the way businesses interact with their customers. In-person meetings and traditional face-to-face interactions took a backseat, compelling companies to quickly adapt and reimagine their customer experience (CX) strategies. As a result, businesses embraced digital solutions that simulate the personal touch and intimacy of in-person interactions. These “face-to-face” digital CX initiatives not only bridged the gap caused by physical restrictions but also proved to be effective in enhancing customer retention.
Cobrowse

Cobrowse
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Mind-blowing ROI Statistics to Make Your Business Case for Cobrowse, Screen Share and Agent Video
Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.
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Fostering high-touch digital transactions with video
Digital transformation is no longer a new concept. However, the COVID-19 pandemic created a need for enterprises to put their foot on the gas and accelerate initiatives. According to Twilio, COVID-19 accelerated companies’ digital communications strategy by an average of 6 years, while 97% of enterprise decision-makers believe the pandemic sped up their company’s digital transformation.
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Introducing Glance Video – An Enhanced Guided CX Offering That Heightens Customer Experiences
New Innovation Is Embedded into Existing Websites and Apps to Deliver More Seamless Interactions, Build Brand Loyalty and Drive Positive Outcomes Wakefield, MA—May 11, 2021 – Glance (www.glance.net), a leading provider of visual engagement solutions that enable organizations to create guided customer experiences in digital sales and service environments, announced the release of Glance Video, its embedded video collaboration service that allows businesses to add video interaction into websites, mobile apps, and digital customer journeys.
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Customer Service
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Financial Services
Article: How Embedded Video Advances Digital Engagement
Originally published in CRM Xchange By Tom Martin, CEO, Glance April 27, 2021
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Customer Service
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Financial Services
Article: Extending the Brand Experience Through Embedded Video — The Missing Imperative in Digital Engagement
Originally published in Customer Magazine By Tom Martin, CEO, Glance February 23, 2021
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Salesforce
Cobrowse and Mobile Screen Share have changed the game for MINDBODY
“Am I designing a customer experience that addresses the different ways people think and feel when they solve problems?” That was the question that MINDBODY’s KC Duggan asked of the crowd gathered in the Pinnacle Theater at Dreamforce 2018.