Getting help is often fraught with friction. It shouldn’t be - Interview with Tom Martin of Glance Networks

Getting help is often fraught with friction. It shouldn’t be - Interview with Tom Martin of Glance Networks, an enterprise software company that provides a "visual engagement platform" for their clients that combines cobrowse, agent video, and screen share into a tool for contact centre and customer support agents to help them interact with customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, the use case and why they chose to ask Forrester to evaluate the impact of the application of their technology.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.