Glean and CX: How Work AI Transforms Customer Experience
Customer expectations rise faster than most organisations can adapt, while scattered information across systems makes exceptional experiences difficult to deliver consistently. Glean's enterprise Work AI platform connects with and understands all your company's knowledge, enabling customer-facing teams to find answers, generate insights, and take action with confidence in seconds rather than hours.
Transform Your Customer Experience Operations with Glean
What we uncover
We reveal how your knowledge systems are performing today and where fragmented information creates customer experience barriers.
Evidence-based assessment of current knowledge accessibility and team efficiency
Analysis of information gaps, search friction, and response inconsistencies across customer touchpoints
Clear priorities for where Work AI will deliver value
What we create
We build knowledge management frameworks that transform scattered information into a unified, searchable, measurable system.
Glean implementation strategies aligned to customer experience goals and business outcomes.
Workflow automation, agent templates, and knowledge collections that guide daily customer interactions
Integration roadmaps that connect Work AI capabilities tothe existing CX technology stack
What it delivers
We help you operate customer experience with consistency and proof of business impact.
Step-by-step implementation support to embed Glean capabilities across customer-facing teams
ROI measurement frameworks that track resolution speed, consistency improvements, and cost reductions
Governance models that sustain knowledge quality and system adoption over the long term
Ready to implement Work AI for customer experience with clarity and confidence?
Schedule a consultation with our team to discover where you can eliminate information hunting, improve response consistency, and deliver measurable CX improvements.
Areas of expertise
Customer Experience Journey Mapping
Get visibility into every moment that shapes your customer’s experience. Our journey mapping services uncover the gaps, pain points and opportunities that matter most—so you can design interactions that feel seamless and intentional across every channel.
Digital Customer Experience
From mobile to web to live chat, we help you deliver digital experiences that work for your customers. Whether you’re optimising self-service, onboarding or online journeys, we bring clarity and cohesion to your digital channels.
Customer Experience Strategy
A clear CX strategy links what your customers need with where your business is going. We help you define priorities, align your teams, and connect your customer experience goals to measurable outcomes.
Customer Insight
Great CX starts with deep insight. We turn customer feedback, behavioural data and qualitative research into practical, commercial recommendations that drive change and unlock growth.
Customer Experience Design
Design isn’t just about visuals—it’s about how people feel when they interact with your business. Our experience design practice creates services, processes and systems that are intuitive, human and commercially effective.
What is Glean?
Glean is a secure, enterprise AI platform that connects to your applications, understands your company's content and context, and returns trusted, fully-referenced answers through search and chat interfaces. It functions like having an expert who has absorbed every document and participated in every conversation since day one of your organisation's existence.
The platform integrates seamlessly into existing workflows through web interfaces, browser extensions, Slack, Microsoft Teams, and other collaboration tools, ensuring rapid adoption and immediate value delivery without disrupting established work patterns.
Why Customer Experience Needs Work AI Now
An exceptional customer experience depends on four foundational capabilities: clarity of the intended experience, organisational capability to sense and respond to customer needs, a culture that consistently prioritises customers, and confidence through evidence-based measurement. Glean strengthens each pillar by making institutional knowledge discoverable, explainable, and actionable precisely when teams need it most.
The Information Challenge in Modern CX:
Knowledge Fragmentation: Critical customer information spreads across multiple systems, making a comprehensive understanding difficult during customer interactions
Context Loss: Teams struggle to access relevant historical context, previous solutions, and organisational knowledge that could resolve issues faster
Inconsistent Responses: Different teams provide varying answers because they can't access the same authoritative information sources
Training Bottlenecks: New team members require extensive training periods before becoming effective customer advocates
Glean addresses these challenges by creating unified access to organisational knowledge while maintaining security, permissions, and accuracy standards required for customer-facing operations.
Core CX Use Cases Powered by Glean
Accelerated Issue Resolution with Agent Assistance
Glean surfaces verified product information, historical case data, policies, and documented solutions directly within support tools. Agents access comprehensive context without switching between applications, enabling faster diagnosis and resolution of customer issues.
This capability transforms support interactions from reactive problem-solving to proactive solution delivery, as agents can quickly identify patterns and apply proven approaches from organisational knowledge.
Enhanced Self-Service Knowledge Access
The platform unifies frequently asked questions, policies, product documentation, and announcements into authoritative answers that customers can easily discover and trust. This reduces support volume while improving customer satisfaction through immediate problem resolution.
Self-service capabilities extend beyond simple FAQ responses to include complex procedural guidance and contextual recommendations based on customer-specific circumstances.
Streamlined Agent Onboarding and Development
Glean organises training materials, verified procedures, and best practices into accessible collections that enable new agents to become effective in days rather than months. Continuous learning becomes embedded in daily workflows rather than requiring separate training sessions.
Experienced agents benefit from access to advanced troubleshooting techniques and edge case solutions that might otherwise remain siloed within specific teams or individuals.
Omnichannel Consistency Assurance
Frontline teams across all channels access identical authoritative information about products, pricing, promotions, and inventory status. This ensures customers receive consistent experiences whether interacting through phone, chat, email, or in-person channels.
Consistency extends beyond factual accuracy to include recommended responses, escalation procedures, and follow-up protocols that maintain brand voice and service standards.
Voice of Customer Intelligence Integration
Glean enables teams to search customer feedback across multiple tools and platforms, identifying patterns and routing insights to product development and engineering teams for systematic improvement. This closes the loop between customer input and organisational response.
Advanced analysis capabilities help identify emerging trends and issues before they impact larger customer populations, enabling proactive rather than reactive customer experience management.
Workflow-Integrated AI Access
Teams access Glean capabilities through Slack, Microsoft Teams, and embedded experiences within CX technology stacks. This eliminates context switching and ensures AI assistance becomes part of natural work patterns rather than additional overhead.
Integration depth includes the ability to trigger automated workflows, generate customer-ready summaries, and collaborate on complex issues without leaving primary work environments.
Technical Capabilities for CX Operations
Unified Permission-Aware Search
Glean connects to over 100 enterprise applications while maintaining original system permissions and access controls. Team members see only information they're authorised to access, updated in real-time as permissions change across connected systems.
This capability ensures security compliance while providing comprehensive knowledge access that respects organisational hierarchies and information sensitivity requirements.
Generative Chat with Source Attribution
The platform provides conversational AI capabilities grounded in company-specific data, complete with citations to source materials. This enables fast decision-making while maintaining auditability and accuracy standards required for customer-facing operations.
Generated responses include context about information currency, confidence levels, and related resources that might provide additional relevant details.
Agentic Automation with Visual Workflow Building
Glean offers workflow automation capabilities with visual builders that enable teams to orchestrate multi-step processes, gather contextual information, and execute actions with complete transparency and appropriate guardrails.
Automation includes the ability to escalate complex scenarios to human oversight while handling routine information gathering and preliminary analysis automatically.
Enterprise-Grade Security and Integration
The platform integrates with existing identity and single sign-on systems, including Google OIDC and other enterprise authentication standards. Domain controls and rigorous security protocols ensure safe deployment at an organisational scale.
Security features include audit trails, access logging, and compliance reporting that meet enterprise requirements for customer data protection and regulatory adherence.
Analytics and Impact Measurement
Comprehensive usage analytics and event logging enable measurement of adoption patterns, search quality, and business impact across various workflows. This data supports continuous improvement and ROI demonstration for AI investments.
Analytics include team productivity metrics, customer satisfaction correlations, and operational efficiency improvements that connect AI usage to business outcomes.
Measurable CX Outcomes
Resolution Speed and Efficiency Improvements
Organisations implementing Glean report significant improvements in issue resolution times and call handling efficiency. Global telecommunications companies have achieved 47% faster issue resolution and 17-second reductions in average call duration, generating multi-million dollar operational savings.
These improvements result from reduced information search time, better first-call resolution rates, and more effective problem diagnosis capabilities.
Accelerated Team Development
Companies using Glean demonstrate substantial reductions in new employee ramp time through organised training materials, accessible procedures, and embedded best practices. Time-to-productivity improvements benefit both individual performance and overall team capacity.
Reduced training overhead allows experienced team members to focus on complex customer issues rather than routine knowledge transfer activities.
Cross-Channel Experience Consistency
Retail organisations report improved consistency between in-store associates, online support agents, and contact centre representatives when all teams access identical authoritative information sources through Glean interfaces.
Consistency improvements extend to product recommendations, policy explanations, and problem resolution approaches that reinforce brand reliability across all customer touchpoints.
Implementation Strategy and Timeline
Rapid Deployment Framework
Glean deployment typically requires 1-3 weeks, depending on data volume and system connectors. The implementation process follows structured stages: preparation, connector configuration, system setup, content crawling and learning, go-live, and post-launch optimisation.
Native integrations and pre-built connectors accelerate setup while maintaining security and accuracy standards required for enterprise customer experience operations.
CX-Focused Quick Start Programs
Specialised implementation approaches align Glean capabilities with customer experience priorities, accelerating time-to-value through pre-configured agent templates, knowledge collections, and workflow automation tailored to common CX scenarios.
Quick start programs include change management support and adoption tracking that ensure teams effectively integrate AI capabilities into existing customer service processes.
Success Measurement and Optimisation
Implementation includes the establishment of key performance indicators, baseline measurement, and ongoing optimisation processes that ensure AI investments deliver measurable improvements in customer satisfaction and operational efficiency.
Success metrics encompass both customer-facing outcomes and internal efficiency improvements that demonstrate comprehensive value from Work AI implementation.
Alignment with CX Excellence Framework
Clarity Through Unified Knowledge
Glean enables organisations to define and communicate service standards by providing teams with centralised access to current policies, procedures, and product information. This clarity ensures consistent understanding of "what good looks like" across all customer interactions.
Enhanced Sensing and Response Capabilities
The platform enhances an organisation's ability to understand customer needs through unified knowledge access, enabling rapid responses with verified answers, recommended actions, and automated workflow triggers.
Culture Reinforcement Through Easy Access
Glean normalises customer-first behaviours by making it simple to access relevant context, cite authoritative sources, and follow established procedures. This removes friction from doing the right thing for customers.
Evidence-Based Confidence Building
Usage analytics, content verification, and audit trails provide evidence for decision-making while enabling measurement of AI impact on customer outcomes and operational efficiency.
Security and Compliance Considerations
Data Protection and Privacy
Glean maintains enterprise-grade security standards, including encryption, access controls, and audit logging, that protect customer information while enabling AI-powered insights and assistance.
Privacy protections include data residency controls, retention policies, and compliance reporting that meet regulatory requirements in various jurisdictions and industries.
Permission Inheritance and Access Control
The platform inherits and enforces existing system permissions, ensuring team members access only information they're authorised to see while maintaining comprehensive knowledge discovery capabilities.
Access controls update automatically as organisational permissions change, maintaining security without requiring manual administration overhead.
Compliance and Audit Support
Glean provides comprehensive audit trails and compliance reporting capabilities that support regulatory requirements and internal governance standards for customer data handling and AI system usage.
Getting Started with Glean for Customer Experience
Assessment and Planning
Begin with the evaluation of current knowledge management challenges and the identification of high-impact use cases where AI-powered search and automation can deliver immediate value to customer-facing teams.
Pilot Program Implementation
Deploy Glean in focused pilot programs with specific customer experience teams to demonstrate value, refine processes, and build organisational confidence in AI-powered knowledge access.
Scale and Optimisation
Expand implementation across customer-facing functions while continuously optimising workflows, measuring impact, and refining AI capabilities based on real-world usage patterns and outcomes.
Transform Your Customer Experience with Work AI
Glean enables organisations to deliver exceptional customer experiences by making institutional knowledge instantly accessible and actionable. Teams resolve issues faster, provide consistent service across channels, and continuously improve based on unified access to organisational intelligence.
The platform transforms customer experience from reactive problem-solving to proactive relationship building, enabling teams to anticipate needs, provide informed recommendations, and deliver the personalised attention that builds lasting customer loyalty.
Ready to revolutionise your customer experience with AI-powered knowledge access? Discover how Glean can enhance your organisation's ability to deliver exceptional customer service by providing unified, intelligent access to institutional knowledge and automated workflow capabilities.
Make your organisation’s knowledge work for your customers. Discover how Glean transforms scattered information into a competitive customer experience advantage.