The top 5 applications of AI in CX for 2023
This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here. AI and predictive CX present compelling opportunities to better triage and…
Celebrating the women of Glance
March is Women’s History Month, and we’ve been collecting some words of reflection and inspiration from the women of Glance. Their stories highlight the collective people-first mentality at Glance, and...
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Why in-app support is the evolution mobile CX needs
Mobile is increasingly becoming the digital engagement mode of choice for customers. In response, today’s CX leaders across industries are focusing on how to improve their mobile experiences and bring...
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Why customer journey mapping matters more than ever
We had the honor to talk to CX expert Sumita Mullick to discuss the importance of customer journey mapping to businesses today. Customer journey mapping is gaining popularity as a...
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The importance of empathy when delivering exceptional customer service
Technology has completely transformed the call center … but is it for the better? In some ways, yes. But as we’ve embraced more and more technology, we’ve lost sight of...
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Real-world insights on how to use guided customer support to improve CX
Customer expectations are at an all-time high. Customers expect brands to use a high level of technology … but they also demand human connection. In response, more companies are starting...
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Become a customer loyalty generator series: Make every interaction count
Loyal customers are happy customers. They have an emotional connection to your brand and are eager to share their positive experiences with others. They also contribute more to your bottom...
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Higher education needs a CX mindset shift
College enrollment has been declining since 2010. Today’s teens are questioning the value of a college education. They hear about poor college experiences from friends and peers, and meanwhile social...
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How to use data to enhance your customers’ journey
Businesses have access to more data than ever before — and the sea of data is only getting deeper. To be honest, it can be overwhelming. There’s a stampede of...
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Why visual engagement is important and how to refresh it for maximum impact
Visual engagement solutions are being implemented by companies across every industry to break through classic communication barriers and provide the empowering service today’s consumers want. Let’s take a look at...
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Net promoter score: A quantitative analysis of its reliability and validity
Why NPS isn’t everything, and what really matters Net Promoter Score (NPS) is an essential customer experience metric based on one simple question: On a scale of 0-10, how likely...
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6 proven strategies to improve your customers’ experience today
Companies are increasingly seeing the vital importance of improving the customer experience. According to a 2022 Broadridge report, 65% of consumers believe brands they do business with need to improve...
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Add the human touch to web-based chat with Glance
Both customers and agents love interacting via chat. It’s fast, convenient, private, familiar, and can boost agent productivity. Oh, and it can make money. Nearly 80% of businesses say that...
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How to bring human CX to digital spaces
Customers are craving human connection. According to a recent global survey from PWC, 75% of customers want to connect with a person more as technology improves. And while there’s definitely...
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AI is changing the customer experience — here’s how
AI isn’t coming. It’s here. We’re seeing AI bloom everywhere throughout the customer experience – adaptive product recommendations, predictive analytics and chatbots that are intelligent, conversational, even witty.
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CSAT or NPS – how should you measure customer experience?
You can’t talk about measuring the customer experience without mentioning the two most popular and recognized CX metrics: Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
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Glance continues to fuel innovation with new hire of Jim Luciani
Proven SaaS leader brings organizational and technical expertise to accelerate growth Wakefield, MA, March 29, 2023: Glance, the leader in Guided CX solutions, announces today that Jim Luciani has joined...
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Glance takes mobile CX to the next level with latest Mobile App Share release
Available now for download, this release brings new levels of parity between in-app and web-based CX Wakefield, MA, March 22, 2023 – Glance, the leader in Guided CX software, today...
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