Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Measuring what matters in 2025
Using a one-size-fits-all approach to metrics is like trying to fit a square peg into a round hole. Every organization is unique, with distinct goals, customer expectations, and operational challenges. So why should your metrics be any different? Traditional metrics like Average Handle Time (AHT) have their place, but they don’t always capture the full picture. As customer needs evolve and businesses prioritize different aspects of the customer experience, the focus is shifting toward measuring what truly matters for your organization and your customers.
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2024 CX strategy planning
Saving the omnichannel experience with HX
In a world dominated by technology and automation, businesses have been racing to embrace the latest AI and digital solutions, making a connected, omnichannel customer experience. The goal is to enhance the customer journey, making it more efficient, convenient, and tailored to individual needs. But as Glance CEO Tom Martin pointed out during a recent discussion with a panel of CX experts, the human touch remains a vital aspect of customer interaction. According to PwC, 74% of customers still prefer interacting with real human beings despite the growing influence of technology. This highlights the significance of Human Experience (HX) in transforming the omnichannel customer experience.
2024 CX strategy planning
How AI is reshaping proactive customer engagement
Consumers have moved nearly every aspect of their lives to digital channels, causing CX leaders to reevaluate the end-to-end journey. Now, the emergence of artificial intelligence (AI) — especially generative AI — has further complicated this journey. But at the same time, it also promises opportunities for standout experiences to those who get strategic and organized. In this third installment of our Considerations for 2024 CX Strategy Planning series, we’ll examine a key trend shaping the CX landscape: the convergence of AI and proactive customer engagement. Here’s a look at how we got here, where we’re headed in 2024, challenges and considerations as we forge ahead — and why we should, in fact, forge ahead.
2024 CX strategy planning
Hyper-personalizing the customer experience in 2024
In the dynamic world of customer experience (CX), staying ahead of the curve is imperative. As we step into 2024, one strategy that continues to gain momentum and redefine the way businesses interact with their customers is hyper-personalization. Gone are the days of one-size-fits-all approaches; today’s consumers demand tailored experiences that resonate with their individual needs and preferences. Hyper personalized communications play a crucial role in enhancing customer engagement by leveraging first-party data to create tailored marketing messages across channels like email and SMS. In this second installment of our Considerations for 2024 CX Strategy Planning series, we’ll explore the growing significance of hyper-personalization and why it should be at the core of your CX strategy in 2024.
2024 CX strategy planning
Why omnichannel is key to 2024 CX success
We’re inching closer to 2024, and it’s time to dive into CX strategy plans for the year ahead. This month, we’re introducing a new series brimming with essential insights to supercharge your 2024 CX strategy. Our aim is to equip you with the indispensable trends and knowledge required for informed planning and the triumphant attainment of your business goals. In this first installment, it’s all about omnichannel. In 2024, it's abundantly clear that one of the key pillars of a successful CX strategy is the seamless integration of omnichannel experiences. Let’s explore why focusing on omnichannel is no longer just a choice but an imperative for businesses aiming to thrive in an era defined by digital transformation and customer-centricity.
Guided CX
Financial Services
Global Banking Consumer Study finds banks need human connection
Accenture's recent Global Banking Consumer Study has shed light on some critical findings that highlight the need for banks to rekindle the human touch. With data gathered from a comprehensive online survey of 49,000 consumers worldwide, this study offers invaluable insights into the shifting dynamics of the banking industry. Here are some key takeaways from the report.
Guided CX
Customer Loyalty
Beyond words: elevating live chat with Guided CX
Live chat and Guided CX are a dynamic duo that's transforming customer interactions across various industries. Live chat serves as the frontline of communication, offering customers instant access to assistance. It's fast, convenient, and favored by consumers. However, sometimes words alone aren't enough. That's where Guided CX steps in, enriching live chat with visual and interactive elements. In this post, we’ll explore how this synergy is reshaping how companies connect with their customers and enhancing the overall customer journey.
Guided CX
Digital Transformation
Customer Loyalty
Creating authentic human connections in a digital world
Glance CEO Tom Martin recently had a conversation with Yanique Grant on episode 201 of the podcast “Navigating the Customer Experience.” Tom and Yanique dove deep into the world of technology, customer experience, and empathy and shared valuable insights on how technology can help foster empathy, enhance customer experiences, and streamline business processes. Listen to the episode below, or keep reading for highlights from the discussion. Creating Authentic Customer Connections in a Digital World: The Power of Integrating Empathy and Technology with Tom Martin
Guided CX
Contact Centers
Contact center experts share their top tips
Over the last few months, we’ve had the privilege to tap into the minds of proven contact center experts for Q&A sessions where they shared tips they’ve learned over the combined 50+ years of experience in the field. Below is a high-level overview of the key takeaways from our enlightening discussions.
Guided CX
Insurance
Online insurance assistance: 3 critical moments requiring human guidance
The days of manual paperwork and face-to-face interactions are fading into the background as everything migrates to the virtual realm of browsers and apps. But with these digital avenues comes a whole new set of challenges for your customers. And even as more of our world shifts online, customers still need human connection. By weaving authentic human connections into the very fabric of your digital space, you have the power to guide your customers through complex processes. Here are three critical moments giving human guidance to insurance customers online can be a key differentiator.