Glia Blog | CX Explained

At Glia, we can’t help but notice that the most forward-thinking companies are those with leaders who never stop adding to their...

If consumers had to give chatbots a performance review, it probably wouldn’t be stellar. This is true for all sorts reasons, but especially so...

Technology’s role in customer service is growing at warp speed. Social media has opened up multiple channels of communication between brands and consumers, allowing...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an...

According to McKinsey & Company, digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented...

We tend to think of networking as creating new connections outside of your company. While this is true, it’s important not to underestimate the...

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from...

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor experiences,” said Forrester CMO Victor Milligan on...

We live in an era when shoppers demand first-rate customer service experiences and every interaction plays a vital role in a company’s success. “Service...

Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in...