Forrester Report: ROI of Guided CX

Glance commissioned Forrester Consulting to conduct a Total Economic Impact™ study. Forrester conducted research to find the “total cost of ownership” of visual engagement technology based on KPIs from customers. Forrester interviewed several customers and examined the potential ROI enterprises may realize by deploying Glance Guided CX solutions.

Forrester determined that utilizing Glance results in shorter average handle time (AHT), higher first call resolution (FCR), and improved Customer Satisfaction (CSAT, NPS). Forrester found that companies appreciate within 6 months and a 3-year ROI of 396%.

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What our customers are saying

At Glance, we understand the importance of providing an exceptional customer experience. Our customers are fantastic—and they think we’re fantastic too.

We’re able to jump right into whatever issue the customer may be facing and provide real-time guidance as opposed to trying to make them describe what they see on the screen.
Jonathan Crane | Senior VP, Centers of Excellence for Axos Bank
Enabling lenders to see what the customer is seeing in the digital environment and offer guidance and personalized service as needed through Glance cobrowsing is incredibly valuable.
Amy Brandt | President and CEO of Docutech
We have the ability to have our experts see what the customer sees and highlight areas to help direct the customer. Our one-way video lets the customer connect the TurboTax expert they are speaking with. It’s been a gamechanger for Intuit.
Stacie Herring | Director of Assisted Experience at Intuit

Case Studies


Large bank uses Glance to improve CX for lending and banking customers


Glance yields higher returns for CSAT and digital transactions at Axos Bank


Glance makes customer consultations less taxing for Intuit

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