Glassbox Launches 'Voice of the Silent' CX Tool

Glassbox, which provides data and insights on the digital experience for web and mobile applications, has launched a new solution called 'Voice of the Silent' (VoS). The firm says traditional VoC programs capture feedback from an average of only 4% of customers.

Glassbox was founded in 2010 as Clarisite and is headquartered in London, with offices in New York City and near Tel Aviv. In 2021 it raised $100m through an IPO. The firm's Digital Experience Intelligence platform automatically captures, visualizes and analyzes customer and prospect digital journeys in real time across web sites and mobile apps, presenting data in a single interface for product, UX, marketing, IT and analytics teams to assess performance, prioritize projects and optimize experiences. Last month it launched a generative AI virtual assistant, GIA, heading for an eventual goal of 'autonomous CX' and self-optimizing digital applications.

Glassbox says CX metrics such as CSAT and NPS scores reflect only a fraction of customer experiences, 'casting doubts on their accuracy in reflecting the overall customer sentiment' - and that qual customer feedback is 'inherently ambiguous' making it hard to action. Its own research suggests that only around a fifth of consumers participate in brand experience surveys every time they are asked, and that they are more likely to do so when the experience is particularly good or bad. The bottom line is that 'feedback from customers with average brand experiences - a silent majority at 58% of consumers - is not considered or weighted accurately'.

The new VoS solution uses AI to correlate customer feedback with digital experience data across '100% of customers'. The software identifies users with similar experiences and groups them together, giving more context and credibility to the above metrics, according to the firm.

Co-founder and CTO Yaron Gueta says the new solution 'delivers practical insights that reflect the collective experience of all customers, ensuring that no voice goes unheard'. He adds: 'By intelligently leveraging a small sample of customer feedback, the VoS product's AI algorithms empower businesses to make data-driven decisions and enhance customer experiences with a fraction of the feedback traditionally required'.

The company is online at www.glassbox.com .