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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
How cobrowse revolutionized customer satisfaction at at top bank
Can you imagine if your customers were 97% satisfied with their online interactions and were saying things like: “Very innovative, very user friendly.” “Cobrowse made me feel secure and safe about making a transaction on the phone. Thank you very much.” “Cobrowse dramatically reduced the time for completing my lengthy and complicated banking transactions.” “I felt like I mattered. I was helped to understand where my account was and it helped me with future decisions.” “Simple and gives peace of mind that [the bank] cares unconditionally.” Those are real quotes from customers of a major US bank who leverage cobrowsing technology to transform their digital banking experience. Let’s take a look at what led them down this path and how they leveraged cobrowsing technology to boost satisfaction.
News
Glance showcases intelligent Guided CX™ at Genesys Xperience
New features drive innovation in CX orchestration Wakefield, Mass., May 7, 2024: Glance, a leading provider of customer engagement solutions, is excited to announce its participation in Genesys Xperience, taking place May 13 to 15 in Denver. At the event, Glance will showcase its innovative, intelligent Guided CX™ functionality, an impactful element of customer experience (CX) orchestration for enterprises at the leading edge of digital and human customer engagement.
Guided CX
From transactions to trust: the power of empathy in insurance
In the world of insurance, it's easy to get caught up in the numbers, policies, and premiums. But at its core, insurance is about much more than financial transactions — it's about impacting people's lives in meaningful ways. Customers have more options than ever and switching insurers is easier than changing a lightbulb. According to a Forrester report, only 26% of US online adults say that their insurer’s customer experience meets their expectations, and a concerning 13% feel loyalty toward their insurer. So what can insurers do to change those statistics? The key lies in understanding and embracing the human side of the equation. Empathy is the missing pillar of insurance CX, and insurers who embrace this principle above all else will earn their customer’s loyalty.
Guided CX
Transforming banking experiences and operations with Guided CX
Digital transformation is reshaping customer interactions, and it’s essential for banks to strike the right balance between technology and human touch. According to Forrester, direct banking customers in 2023 rated hybrid experiences 3 points higher than digital-only ones, underlining the significance of human interaction in the customer journey. While digital channels provide convenience and efficiency, customers still value the personal connection offered by human interaction. Here’s where Guided CX emerges as a game-changer. It not only enhances customer experience but also streamlines contact center operations, offering a holistic solution to meet the evolving needs of both customers and financial organizations.
News
Glance and EDCi Forge Strategic Partnership to Elevate Human-Centric Customer Experience Solutions
Leading outcomes-focused organizations partner to drive value in digital CX strategies Wakefield, MA, April 17, 2024: Today, Glance and EDCi proudly announce their strategic partnership, solidifying their mutual commitment to delivering outcome-driven, high-value solutions to their clientele. With a shared philosophy focused on human-centric customer experience (CX), this collaboration helps organizations derive more value from their CX infrastructure and strategy.
Guided CX
How to accelerate bank deposit growth by balancing AI and human expertise
Deposit growth has emerged as a top priority for financial institutions. A recent survey revealed that 4 out of 5 bankers have identified deposit growth and the need to attract deposits as primary concerns, highlighting the urgency for banks to optimize their deposit processes. However, they’re faced with challenges. With customers increasingly shifting their funds to high-yield accounts and the rise of fintech companies offering digital banking solutions, traditional banks are under pressure to adapt their strategies to meet evolving customer expectations. As a result, banks are turning to advanced technologies like artificial intelligence (AI) to streamline workflows and identify new deposit opportunities. In this blog post, we’ll explore the role of AI in deposit growth, examining how it enables banks to navigate these challenges and capitalize on emerging opportunities. We’ll also discuss the importance of human intervention in maintaining customer trust and enhancing the overall banking experience, highlighting the need for a balanced approach that leverages both technology and human expertise.
Guided CX
Digital banking customers want DIY... until they need DIT
Digital banking customers are increasingly gravitating toward the convenience and independence offered by DIY (Do It Yourself) banking solutions. And for good reason: DIY banking empowers customers to manage their finances independently. However, there comes a pivotal moment when customers require personalized assistance and guidance, known as DIT (Do It Together), especially in intricate or high-stakes financial scenarios.
Guided CX
How banks can adopt a holistic, data-driven approach to customer engagement to drive growth
In today's evolving financial landscape, banks face a critical imperative to revolutionize customer engagement. As technology reshapes the way consumers interact with their finances, adopting a holistic, data-driven approach becomes paramount for driving growth and staying ahead in the game. Let's explore how banks can leverage artificial intelligence (AI) and analytics to reimagine customer engagement and create meaningful connections that transcend traditional banking boundaries.
News
Glance Joins Carahsoft’s Salesforce AppExchange Partner Ecosystem
Strategic Partnership Powers the Delivery of Exceptional Customer Experiences in Government Services WAKEFIELD, Ma. - March 19, 2024 - Glance, the industry leader in Guided CX™ solutions, is proud to announce its inclusion on Carahsoft Technology Corp.’s Salesforce AppExchange Public Sector Self-Guided Tour Site. Inclusion on the site allows agencies to explore and demo Glance solutions with tailored support for unique procurement, security and regulatory needs. This announcement underscores Glance's partnership with Carahsoft and its commitment to serving State, Local, and Education sectors through its Salesforce integration.