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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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Balancing Technology and Humanity to Mold the Future of Banking
The future of banking is digital. The power players knew this before a worldwide pandemic struck. However, COVID 19 was the accelerant to shift both the financial industry and consumer mindset about digital from a “nice to have” to necessity.
6 Questions to ask a Potential Visual Engagement Provider
Digital banking is not a new trend. However, due to the pandemic, consumption and adoption is skyrocketing among all demographics. A study conducted on digital banking during the height of the lockdown revealed that of those surveyed, 73% of respondents are more or much more likely to leverage digital banking and digital payments. While consumers reassess their banking behaviors, banks are also reassessing and reimagining their digital experience.
25 in 5 With Glance CEO Tom Martin
Last month, the team at Glance virtually attended FinovateFall as sponsors and participants. While we were there, Finovate’s Senior Research Analyst Julie Moon sat down with our CEO, Tom Martin, to find out more about Glance and Tom. If you want to learn more about how long it took for us to gain our first customer back in 2000, our 2015 pivot into the enterprise, and just how early in the morning Tom wakes up (spoiler: it’s early!), check out Finovates 25 questions in 5 minutes!
7 Keys to a Great Digital Banking Experience
Long before COVID 19, innovative financial institutions were building out digital banking strategies. Those looking to win, retain, and maximize value from their customers know the move to digital will be paramount as a top revenue and retention channel. The pandemic, however, did accelerate the need to go from good to great.
FinovateFall: The Future of Finance is Digital
2020 has forced us out of our comfort zones. The way we learn, the way we work together, the way we bank has transitioned to a digital format. It was only fitting that 2020’s FinovateFall trade show, held September 14-18, embraced the new norm with a 100% digital event.
The Value of Visual Engagement for Your Banking App
Visual engagement is the ability for your employees to see, show, share, and collaborate with digitally connected customers. Your bankers and service reps can see the customer’s screen, help them get “un-stuck” and guide them through complex digital transactions. Your bankers and advisors can use visual engagement to present proposals to customers within the app, growing the bank’s strategic value to the customer, increasing loyalty, and stimulating transactions that lead to portfolio growth.
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Article: Ensuring Customer Satisfaction with Visual Engagement
Originally published in No Jitter By Tom Martin, CEO, Glance September 14, 2020