Guided CX Insights

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

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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.


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.


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.


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 (, 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.


Article: How Embedded Video Advances Digital Engagement

Originally published in CRM Xchange By Tom Martin, CEO, Glance April 27, 2021


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


Forrester Recognizes Glance Video Chat in Recent Report

Company is listed among sample vendors in Video Chat Services category of Forrester Tech Tide™ report


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.


3 Things You Must Do To Get Video Calls Right

One-way video calls add depth and personalization to customer service, sales, and support conversations. In fact, most people who use video calling for business like it so much they use it weekly or even daily.