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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Spring cleaning your customer support strategy: how Guided CX streamlines digital interactions
Spring is in the air — and while you might be thinking about clearing out closets or organizing the garage, there’s another area that could use some tidying up: your customer support strategy. Let’s be real: digital customer experiences can get cluttered. Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents. But here’s the good news: with a little spring cleaning and the right approach, you can freshen things up and create smoother, more human support experiences. Enter Guided Customer Experience (Guided CX)—your not-so-secret weapon for streamlining support and delighting customers.
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Web Accessibility Expectations for Digital Transformation
Digital transformation has been on the rise for quite some time. Enterprises have been transitioning their strategies from optimizing the in-person experience to growing their online channels. As the pandemic has sped up the need for digital innovation, sectors such as the financial industry have had some hurdles to overcome in providing a customer experience that exceeds expectations. Adherence to accessibility standards is one of those hurdles.
Twilio SIGNAL “Flexed” on Customer Engagement, and We’re Pumped
The Glance product and development teams attended Twilio’s customer and developer conference, SIGNAL, in late October. Being one of those attendees and responsible for our product integration ecosystem, I walked away incredibly impressed and excited about the future of our partnership, Twilio integration, and the combined impact we can make for our joint customers.
Are Your Customers Satisfied? How to Gain a Competitive Edge in Customer Experience
Companies worldwide are not only competing on price and products or services. Increasingly, they’re competing on customer service. So it’s no surprise that business leaders are evaluating where they’re falling short with their customer interactions. Their digital transformation projects are centered around customer experience.
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Fostering high-touch digital transactions with video
Digital transformation is no longer a new concept. However, the COVID-19 pandemic created a need for enterprises to put their foot on the gas and accelerate initiatives. According to Twilio, COVID-19 accelerated companies’ digital communications strategy by an average of 6 years, while 97% of enterprise decision-makers believe the pandemic sped up their company’s digital transformation.
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News
Introducing Glance Video – An Enhanced Guided CX Offering That Heightens Customer Experiences
New Innovation Is Embedded into Existing Websites and Apps to Deliver More Seamless Interactions, Build Brand Loyalty and Drive Positive Outcomes Wakefield, MA—May 11, 2021 – Glance (www.glance.net), a leading provider of visual engagement solutions that enable organizations to create guided customer experiences in digital sales and service environments, announced the release of Glance Video, its embedded video collaboration service that allows businesses to add video interaction into websites, mobile apps, and digital customer journeys.