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Thoughtful technology that improves customer experience: Focusing on “Why” instead of “why not”

As society careens toward a fully automated future, we need to avoid embracing technology for technology’s sake. The ultimate goal should be thoughtful technology that improves customer experience — solutions geared toward helping human beings rather than being “just another app.”

Technology has become a part of every aspect of our lives, even in the places we least expect. The grocery store has a mobile app. The local bank has a chatbot. Strollers in the mall have touchscreens. The checkout counter is DIY. The parking lot has a security robot.

Are any of these things bad? No. But how many of them are necessary? In the process of making something more accessible, does the experience or usability suffer? And how many of these things improve the user experience of what they replaced?

Any technological development must be worth the time, effort, and money put into it. It must also pay dividends in terms of how helpful it is.

Technology that improves customer experience

This article written by Glance’s CEO, Tom Martin, discusses three key technologies of the past, present, and future:

  • Phone
  • Cobrowsing software
  • Virtual and augmented reality

Throughout the conversation, the piece discusses why each of these customer success technologies are important, how they can be used to improve customer experience, and where they are going in the future.

Excited to find out more? Read the complete article on VentureBeat: We Need to Focus on the “Why” of Technology in a “Why Not?” World.

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About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »


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