Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How to align AI and human expertise for exceptional CX
Artificial intelligence is reshaping how businesses interact with customers — but let’s be honest, AI alone isn’t the magic bullet for customer experience. The best results happen when AI and human expertise work together. AI can automate repetitive tasks, provide insights, and boost efficiency, but it’s the human touch that builds trust and lasting relationships. So how do you strike the right balance? That’s where the AI + Human Maturity Model™ for Customer Experience comes in. This model is a practical guide for businesses looking to assess where they are today, where they can go next, and how to structure their teams to get the most out of AI and human collaboration.
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News
Glance announces Guided CX™ integration with Five9 to deliver smart, human customer experiences
Glance now available on the Five9 CX Marketplace Wakefield, MA, August 22, 2024: Glance, a leader in Guided CX™ solutions, today announced its partnership with Five9, the intelligent CX platform provider. Glance is now available on the Five9 CX Marketplace, enabling Five9 users to harness Glance’s Guided CX platform to join customers in real-time, collaborative online sessions.
News
Glance showcases intelligent human connection for financial services at Finovate Fall 2024
Empowering financial services with AI + human CX to drive meaningful customer engagement Wakefield, MA, August 20, 2024: Glance, the leading provider of Guided Customer Experience (CX) solutions, is excited to announce its participation at Finovate Fall 2024, where the company will showcase the transformative power of human connection in financial services. As the industry continues to navigate the hype surrounding AI, Glance remains focused on combining the best of both worlds — AI and human engagement — to deliver exceptional customer experiences.
Guided CX
Contact Centers
Improving First Call Resolution rates in your contact center
First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.
Guided CX
Screen sharing best practices: dos and don'ts for effective use
Screen sharing has become an essential tool for enhancing customer experiences. Whether you’re troubleshooting a problem, giving a demo, or collaborating on a project, screen sharing allows you to connect with customers in a more interactive and efficient way. However, choosing the right tool is crucial. Evaluating the top screen sharing software based on key criteria such as ease of access, collaboration options, mobile user experience, and affordability can make a significant difference. Like any tool, using it effectively requires some know-how. Here are some dos and don’ts to ensure your screen-sharing sessions are smooth, productive, and leave your customers feeling valued. Don’t forget to use this helpful chart to keep these best practices top-of-mind.
Guided CX
Building long-term customer relationships through engagement
Building long-term customer relationships is like growing a beautiful garden. It takes time, effort, and the right approach. Engaging with your customer waters your garden and keeps them rooted to your brand. Let's explore how we can make our customers feel valued and keep them coming back.
Guided CX
Engage and convert: the power of screen sharing in sales
Have you ever been on a call with a salesperson and wished you could see exactly what they were talking about? Screen sharing is a powerful tool that helps salespeople show their products, services, and presentations in real-time. It makes the conversation more engaging and easier to understand. Here’s how screen sharing and customer engagement work together to improve sales processes.
Guided CX
Integrating contact center solutions to improve engagement
In customer service, staying ahead means not just meeting but exceeding customer expectations. One powerful way to achieve this is by integrating advanced contact center solutions — technology and software designed to manage and improve customer interactions. These solutions aim to enhance the efficiency and effectiveness of customer service operations within a contact center, ensuring a seamless and satisfying experience for both customers and agents. Here’s how you can integrate these solutions to improve customer engagement.
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.