Guided CX Insights

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.

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.

Glance recognized as a Sample Vendor for Digital Customer Service and Video Contact Center in the Gartner Hype Cycle for Customer Service and Support Technologies, 2023 Wakefield, Mass., Sep. 6, 2023: Glance, a pioneer in human-guided digital customer service, is proud to announce its recognition as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2023 Report. The company’s significant contributions in the digital customer service and video categories have led to its continued upward trajectory in the industry at a time when customer experience (CX) technology is rapidly evolving and customer expectations only continue to rise.

In today's digital world, customers crave banking experiences that feel tailor-made, just for them and their financial journey. But here's the thing: personalizing banking isn't quite like personalizing your online shopping cart. They’re not just buying a pair of shoes, they’re often making a life-changing decision — think mortgages or small business loans. These aren’t “just transactions.” They’re opportunities to establish and build solid customer relationships. And that level of trust and support can’t come from a chatbot. Are you ready for the secret ingredient to personalized digital banking experiences? Here’s a hint: You already have it. Humans. The skilled advisors on your team. They’re the key to creating highly personalized interactions within the digital banking space. Think about it. When faced with a major decision or confusing processes, even the best website isn’t going to give you peace of mind. You need the face of a trusted advisor. And it’s in these moments that Guided CX can step in to help create deeper connections with customers.

Digitally native disruptors have entered the insurance space. Companies like Tesla, Amazon, and Google’s sister company Verily — as well as digital startups who have the ability to move at lightning speed — are adding extra competition to the industry. This means customer loyalty is more important than ever: just a 5% increase in customer retention results in nearly a 30% increase in revenue. So, how can established insurers improve customer loyalty? David Butler, SVP of Product and Strategy, says they must bear in mind three principles: empathy, investment, and risk. These are crucial for enhancing customer experience (CX) and cultivating loyalty. Let’s look at each of these factors.

In an increasingly competitive financial landscape, building customer loyalty has become a top priority. Customer loyalty goes beyond mere satisfaction; it’s the glue that binds banking customers to a particular bank, fostering long-term relationships and sustained profitability. But what exactly drives customer loyalty at financial institutions? Let’s delve into key factors that make a difference.

In the realm of customer service, call centers stand as the hubs of customer interaction. Delivering exceptional service requires results-oriented strategies and an emphasis on high agent morale. And it matters — a lot. Beyond mere problem-solving, call centers offer a platform for building meaningful relationships and fostering trust. They hold the power to not only address concerns but also create positive experiences that leave lasting impressions — impressions that help shape brand perception and loyalty. Now that we’ve established the critical role call centers play in the organization, let’s dive into what’s required to achieve a top-performing call center that thrives on the interplay of agent satisfaction and customer delight.

When was the last time you had a compelling engagement with a chatbot? Probably never. Chatbots and self service are important, but when situations escalate above what a self-help article or AI can handle, it’s essential to have the right tools to provide a great experience for both the customer and the agent. Here’s the equation for a compelling online interaction: Great Customer Experience (CX) + Great Agent Experience (AX) = Great Human Experience Let’s break that down.

In today’s digital-first world, businesses are increasingly focused on providing exceptional Customer Experience (CX) and enhancing digital customer engagement to gain a competitive edge. With countless tools and channels at their disposal, companies strive to create seamless interactions that cater to their tech-savvy customers. While the digital-first approach has brought numerous benefits, it’s crucial not to overlook the significance of human interaction in delivering an outstanding customer experience (CX). Renowned customer service and CX expert Shep Hyken recently interviewed Glance CEO Tom Martin on Amazing Business Radio to explore the role human interaction plays in today’s landscape. Listen to the full podcast episode here, or keep reading for a synopsis of the insightful conversation.