Blog | Glance Networks Inc

David Butler joins CX leader Glance to support growth and drive product strategy

Butler brings customer contact center and CX analysis experience to Glance’s executive leadership team. May 17, 2022 (Wakefield, MA) – Glance, the leader in Guided Customer Experience (CX) Solutions, announced today...

Accessibility

How being WCAG compliant improves customer experience for everyone

Being WCAG compliant has become a hurdle for brands undergoing their digital transformation. Unfortunately, many companies are still missing the mark on accessibility — neglecting the needs of the world’s...

Accessibility

Glance for Everyone: Three Accessibility Best Practices for Digital Customer Experience

At Glance, bringing people together in digital spaces is what we do. Guided CX (customer experience) solutions by Glance are used to transform any digital space a company manages into...

What is average handle time – and does it matter anymore?

Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it. And, once upon...

First Contact Resolution Explained

It’s an immutable fact: no matter how incredible your product or service is – you’re going to have customers reaching out with issues. Support requests come in for all kinds...

Customer Service

Customer service vs customer experience – what’s the difference?

The terms “customer service” and “customer experience” are sometimes used interchangeably. While they’re connected, they’re not the same, and it’s important to understand the differences and how each can help...

Customer Service

The pitfalls of superficial CX intentions (and why agent experience matters)

Most businesses talk a big game on CX. Wander the halls between the back office and the boardroom and you’ll likely hear variations on the same prevailing wisdom: CX is...

Customer Service

“Empathy” has become a CX buzzword, but customers aren’t feeling it

Being able to see things from the customer’s perspective is foundational to creating great customer experiences (CX). So why is it that – in the context of CX – the...

The broken feedback loop that creates CX blindspots (and how to close it)

Here’s a tough question: what do your prospects and customers really think about your customer experience (CX)? What does it actually feel like to engage with your business? If you’re...

How the pandemic has changed digital customer experience for good

The pandemic has been a driving force for change in the way we live, work, and interact with one another. Customer expectations have drastically changed, and brands must step up...

What a Customer Effort Score Is All About

There’s no one ingredient to cultivating customer loyalty. But a lot of it comes down to a simple question: “How hard are you making them work for what they want?”...

Cobrowse

What is Cobrowse and How is it Different From Screen Share?

What is cobrowse technology? And how is it different from screen share technology?

Empathy: the Heart of Digital CX

You don’t know much about the person visiting your website. With all of the hours we spend on market research — understanding customer needs and preferences and pain points —...

Why Customer Centricity Delivers Great Customer Experiences

With everything going on over the last three years, you may have missed it—but the “digital customer experience” is now basically the entire customer experience. And that’s catching some companies...

Glance Named Top Provider for Visual Engagement

Glance announced that it has been named a recipient of Frost & Sullivan's 2021 Product Leadership Award.

Glance and Guided Experiences: At the leading edge of CX Transformation

I recently had the opportunity to sit down with the Glance team (really sit in front of a monitor) as they met me and other analysts on the company and the market changes of the last year.

Glance Receives Frost & Sullivan 2021 Product Leadership Award

Glance announced that it has been named a recipient of Frost & Sullivan's 2021 Product Leadership Award.

Web Accessibility Expectations for Digital Transformation

Digital transformation has been on the rise for quite some time. Enterprises have been transitioning their strategies from optimizing the in-person experience to growing their online channels. As the pandemic...

The Solution for Providing the Best Customer Experience: What Exactly is Guided CX?

Metrigy’s new eBook on Guided Customer Experience outlines how customers are engaging digitally, and what organizations can do to meet their needs.

Security

Glance Inside of Glance: The No WebRTC Choice

Our visual engagement solutions must be fast, simple, secure, and just work, every time, no matter what.

Integrations

Twilio SIGNAL “Flexed” on Customer Engagement, and We’re Pumped

The Glance product and development teams attended Twilio SIGNAL. Find out why we are excited for this partnership!

Are Your Customers Satisfied? How to Gain a Competitive Edge in Customer Experience

Metrigy’s new eBook on Guided Customer Experience delves into what customers want and how to deliver it to them for increased customer satisfaction, and in turn, increased revenue.

Video

Fostering high-touch digital transactions with video

As the rise of video is becoming ever prevalent, so is the need to provide a frictionless experience for consumers. If you're looking to join the ranks of companies such as Intuit and adopt a video strategy or sharpen what you currently have, here are three must-have features: In-the-moment, In brand and Secure and safe

Glance Now Available in the Microsoft Azure Marketplace

Glance announced that it has been selected as a Microsoft ISV Partner for the Microsoft Azure Marketplace.

Glance for Financial Services Received TMC’s Pandemic Tech Innovation Award

Glance announced that Technology Marketing Corporation (TMC) has named Glance for Financial Services a recipient of its “2021 Pandemic Tech Innovation Award.”

Video

Introducing Glance Video – An Enhanced Guided CX Offering That Heightens Customer Experiences

Glance 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.

Guided CX: The new digital customer experience norm

In 2018, PwC research found that 82% of U.S consumers felt the need for more human interaction in their digital experiences. We call this problem, the human connections gap. Learn more about the solution.

Article: How Embedded Video Advances Digital Engagement

Embedded video offers an efficient way to deliver differentiated experiences that enhance customer service in a market where sales and service for complex products is rapidly going digital. Learn more from Glance's Tom Martin.

Integrations

Twilio Flex and Glance Cobrowse with 1-Click Connect™ – Partnering to build a better contact center

At Glance, we enjoy partnerships with companies that share our passion for bringing humanity into the digital customer experience, which is why we are excited to announce our latest integration...

Digital Lending

Competing in today’s digital lending world

The following is an excerpt from “The Turning Point for Digital Lending: The quality of your digital lending app is the key to competing in a commodity market”, a whitepaper produced by National Mortgage News magazine and sponsored by Glance.

Article: Extending the Brand Experience Through Embedded Video — The Missing Imperative in Digital Engagement

The most efficient and compelling way to engage customers through video services is by directly embedding it into your website or app. Learn how to extend your brand experience through embedded video in this article.

Mobile Banking Must Replicate Branch Experiences

As digital banking adoption grows, recreating the in-branch bank feel online will become essential for retaining customers, gaining new ones and keeping them for life.

6 Digital Customer Engagement Predictions for 2021

As we look toward 2021, I sat down with the Glance leadership team to get their thoughts on the future of digital customer engagements.

Advisory Services

Creating Effective and Secure Investment Management Digital Experiences

Investment management has seen major digital transformation in the past decade. That transformation has disrupted the way investors and wealth managers interact, as well as the business model of investment management.

Moving Through 3 Phases of Crisis Response Towards Reinvention

“Moving through 3 phases of crisis response towards reinvention” is an excerpt from the white paper, “The Future of Relationships” by Blair Pleasant and brought to you by Glance and...

Balancing Technology and Humanity to Mold the Future of Banking

The future of banking is digital. The power players knew this before a worldwide pandemic struck. However, COVID 19 was the accelerant to shift both the financial industry and consumer mindset about digital from a “nice to have” to necessity.

Forrester Recognizes Glance Video Chat in Recent Report

Glance announced it has been included in the report: The Forrester Tech Tide™: Video Technologies for Customer and Employee Experience, Q4 2020.

Visual Engagement

6 Questions to ask a Potential Visual Engagement Provider

Digital banking is not a new trend. However, due to the pandemic, consumption and adoption is skyrocketing among all demographics. A study conducted on digital banking during the height of...

Glance Introduces Mobile Camera Share Functionality

Glance announced the release of Glance Mobile Camera Share, which enables knowledge workers to see and troubleshoot on-site technical issues by accessing the camera on the customer's or technician's mobile device while engaged in a service call. Learn more!

Glance Culture

25 in 5 With Glance CEO Tom Martin

Finovate’s Senior Research Analyst Julie Moon sat down with our CEO, Tom Martin, to find out more about Glance and Tom. I

7 Keys to a Great Digital Banking Experience

As more and more customers of all ages move away from walking in a branch and instead open their apps, a “good” digital banking app won’t cut it.

FinovateFall: The Future of Finance is Digital

This year was an inflection point for banking. COVID 19 forced banks to move from in-branch to digital. As digital becomes the “new norm”, the need to meet customer expectations by providing a best-in-class digital experience moved from “nice to have” to “need to have.”

Article: Ensuring Customer Satisfaction with Visual Engagement

Financial institutions have responded to the COVID-19 shutdown by investing in better digital customer experiences. What can all businesses learn from this?

Visual Engagement

Does my Team Need Visual Engagement Software?

Excerpt from “Do I Need Visual Engagement Software? 10 Questions you need to ask.” You can download the full eBook here. From Apple to Amazon, business leaders are using smart,...

Glance Accelerates Growth, Adding New Customers in First Half of 2020

Glance is continuing its solid 2020 performance by signing agreements with several major enterprises for its robust cobrowse, screen share, and video capabilities.

Glance for Financial Services Wins TMC’s Pandemic Tech Innovation Award

Glance announced that Technology Marketing Corporation has named Glance for Financial Services as a recipient of its Pandemic Tech Innovation Award.

Article: The advantages of open solutions in a ‘single stack’ world

Learn how open architecture and cloud technology allow banks to create their own solutions using the vendors and capabilities that best suit their needs to enhance virtual customer service.

Glance Reports Record Visual Engagement Usage in Financial Services Sector

Glance announced that the company has experienced record adoption in the financial services sector during the first six months of 2020. Learn more!

Glance for Financial Services Receives Customer Magazine 2020 Contact Center Product of the Year Honors

CUSTOMER Magazine has selected Glance for Financial Services as a recipient of its 2020 Contact Center Product of the Year award.

Best Practices in Deployment

Digital Banking: The Surging Importance of CX

Digital banking has been around for decades, but it has never been hotter, and it has never been more critical to the success of financial services companies.

Field Service

Article: How to Shift to Virtual Field Service Appointments in a COVID-19 Environment

GearsCRM, a Salesforce consultancy, is offering Glance Mobile Camera Sharing for field service remote troubleshooting use cases. Learn more in this blog.

Deploying Glance Step #3: Managing Ongoing Success

Check out these 4 best practices to drive the ongoing success of Glance in full production mode.

Best Practices in Deployment

Glance Networks Is Recognized in Gartner’s Market Guide for Digital Customer Service and Support Technologies

Glance announced that the company is recognized in Gartner’s March 2020 Market Guide for Customer Service and Support Technologies.

Deploying Glance Step #2: Tips to Drive Adoption

Read this blog to learn how to drive the widespread adoption of Glance into the frontline worker’s workflow.

Best Practices in Deployment

Deploying Glance Step #1: Communicating the Value of Visual Engagement to Your Company

This is the first blog of a 3-part series dedicated to best practices in deployment that Glance Customer Success team members use to ensure our clients experience a smooth adoption experience and rapid ROI.

Glance News

Coronavirus/Covid-19 Notice: Glance is open for business and fully operational

A message from Tom Martin, Glance CEO: March 16, 2020 As coronavirus continues to spread globally, I thought it appropriate to share an update on Glance’s readiness to meet the...

Visual Engagement

Glance Networks Interview with TMC at 2020 ITExpo

Tom Martin, CEO of Glance Networks, attended ITEXPO 2020 and had the opportunity to speak with Rich Tehrani, Editor-in-Chief at TMC.

Feature on Resource

Podcast: Glance Brings the Contact Center to the Screen

Tom Martin, CEO of Glance Networks, sat down with Telecom Reseller’s Publisher, Douglas Green, this month at ITEXPO 2020 in Fort Lauderdale, Florida. They recorded a podcast about visual engagement in the contact center.