Glia Blog | Digital Customer Service Explained

CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that...

For businesses that refuse to focus on customer experience as a differentiator, customer loyalty is at an all-time low. Any enterprise that does not...

“The days of begging for a job are gone. It’s a candidate’s market. We send them ‘thank you’ notes after interviews now.” This quote...

According to a study by Walker, by the year 2020, price and products will no longer be the key brand differentiator — customer experience...

Recently, call centers across the globe have been re-imagining their operational focus to become “contact centers”. This is likely due to the fact that...

It’s indisputable: customer satisfaction (or CSAT) is directly affected by whether customer expectations were met. By meeting or exceeding customer expectations, companies are building...

Not meeting or exceeding customer expectations can lead to a  lower customer satisfaction score. Unhappy customers are unlikely to stick around.

With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in...

Have you ever heard of the 80/20 rule? It says that you can accomplish 80% of a goal with 20% of the effort. After...

The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That...