Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and screen share into a tool for contact centre and customer support agents that helps them interact with their customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, use cases and why they chose to ask Forrester to evaluate the impact of the application of their technology.
This interview follows on from my recent interview – Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview with Martijn Gribnau of Genworth Financial – and is number 269 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my interview with Tom:
Tom Martin is CEO 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.
In his youth Tom could ride a bicycle so fast that a professional cycling career was a viable option. We’re just glad he chose a 10 + year career building a multi-billion dollar online business at Verizon where he managed programs geared toward revenue and service. We can report however that he hasn’t lost the zeal for speed, something we plan to ride to the front of the customer experience world.
Based outside of Boston, Glance’s team includes industry leaders in online collaboration, video technology, contact center operations, sales applications and customer service.
Thanks to Pixabay for the image.