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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Top digital customer experience strategies for business success
A great online experience can make or break a business. As more customers interact with brands through websites, apps, and social media, having a strong digital customer experience (CX) strategy is essential. So, what exactly is digital customer experience, and how can you improve it to boost your business? Let’s break it down.
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Guided CX
Best practices for designing an effective customer journey map
Designing a customer journey map provides businesses with a visual representation of the customer’s interactions, emotions, and touchpoints throughout their entire experience with a product or service. A customer journey map should show all the touchpoints the customer can (and is likely to) encounter on their journey when trying to achieve a certain objective. Why is this important? Customer experience mapping allows you to adopt your customers’ perspective and identify potential obstacles along their journey. It also prompts you to consider various customer types, defined as personas, who engage with your business, and strategize on how best to meet their diverse needs. Creating an effective customer journey map requires more than just plotting points on a graph—it demands a deep understanding of customer behavior, meticulous research, and strategic thinking. To create a customer journey, you need to map out customer touchpoints and understand the entire customer lifecycle. Let’s delve into some best practices to craft meaningful and impactful customer journey maps.
Insurance
Build trust - and sell more coverage - with human CX in digital insurance
It’s never been easier to compare and switch insurance providers. In just a few clicks, they can see side-by-side comparisons and change providers. This makes the role of customer experience (CX) in insurance even more crucial. Let’s explore how prioritizing human-centered CX in insurance can not only foster trust and loyalty but also drive sales and revenue growth in a highly competitive industry.
Guided CX
Please your stakeholders with Guided CX
Ever feel like you’re juggling the expectations of your product, marketing, sales, and customer success teams while trying to keep your customers happy? It might seem like a daunting task, but Guided CX makes it possible. Let’s explore how you can satisfy all your stakeholders and exceed customer expectations with this approach.
Guided CX
AI is transforming insurance CX - here’s how you can stand out
The buzzword on everyone's lips is AI. It's no longer just a hot topic; it's an adopted technology making waves in the industry. Two-thirds of insurance companies plan to invest $10 million or more in AI and automation technologies over the next three years. From streamlining back-end processes to enhancing customer interactions, AI is reshaping the insurance customer experience (CX). But how can you make sure your organization stands out in this AI-driven world? Let's dive in!
Guided CX
Human touch unites digital and call center support
Customer expectations are higher than ever. People want quick, efficient, and personalized support, regardless of whether they're interacting with a digital platform or calling a traditional contact center. Unfortunately, many contact centers still face significant challenges that hinder their ability to meet these demands. The stakes are high and the competition is fierce: two-thirds of companies are now competing on customer experience. The combination of digital tools and a strong human connection can set a company apart. Let's explore the current state of contact centers, the potential of digital customer experience (CX) solutions, and how human connection remains the vital link between the two.
News
Glance and Axos Bank host workshop on AI and human CX maturity at CCW Las Vegas
Helping CX leaders understand where they are on their AI and human CX journey LAS VEGAS, NV, May 29, 2024: Glance, a leader in providing human-centric customer experiences through digital channels, and Axos Bank, a leader in digital banking, will co-host an informative and productive workshop at this year’s Customer Contact Week (CCW) in Las Vegas. From 1:30 to 3:00 p.m. on June 4, the session will focus on integrating artificial intelligence (AI) with human customer service to enhance customer experience (CX) strategies.
Guided CX
How insurance companies can tailor their CX to grow with their customers
Insurance leaders face the challenge of not only attracting but also retaining customers. With the ease of switching providers thanks to digital onboarding and online rate comparisons, customer experience (CX) becomes a pivotal factor in ensuring customer loyalty and driving business growth. Here’s how insurance companies can enhance their CX strategies to align with and adapt to their customers' evolving needs.
News
Glance and Mediu Partner to Elevate Enterprise Digital CX
Strategic partnership supports leading organizations invested in CX innovation Wakefield, MA, May 22, 2024: Mediu, a trusted CX technology consulting and advisory firm, and Glance, a leader in Guided CX™ solutions, today announced their strategic partnership aimed at helping enterprise organizations excel in customer experience (CX) strategy and technology.
Guided CX
Improve your insurance mobile app adoption with human guidance
People are using insurance mobile apps more than ever before. According to a study by Accenture, 37% of consumers engage with their insurers through mobile apps or websites on a monthly basis. But when it comes to major moments in their journey, apps are often failing to provide the level of support that customers need.