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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
The evolution of digital lending: trends and innovations
The landscape of lending has undergone a remarkable evolution. From traditional brick-and-mortar institutions to online platforms, the way people access loans has drastically changed. Among lending institutions surveyed: Nearly three-quarters now use digital channels to serve both new and existing clients Over 70% are implementing digital loan origination for personal loans. 73% can electronically prepare loan documents. In this blog post, we'll delve into the trends and innovations shaping the digital lending sphere, and explore how lenders are adapting to meet the needs of modern borrowers.
Guided CX
Revolutionizing wealth management: the power of Guided CX
In the world of wealth management, providing personalized and seamless experiences for clients has become paramount. Today, clients expect more than just financial advice—they demand tailored solutions and real-time guidance that cater to their unique needs and preferences. Guided Customer Experiences (CX), a transformative approach reshaping the industry, blends traditional in-person service with innovative digital solutions. Let's explore the current state of wealth management and how this approach is revolutionizing the industry.
Guided CX
Enhancing digital banking customer experience
With the advent of innovative technologies and evolving customer expectations, the landscape of digital banking is undergoing a transformative shift driven by banking customer experience trends within the financial services industry. In this blog post, we’ll delve into key strategies that banks can employ to enhance their digital banking experiences and foster stronger customer engagement.
Guided CX
The evolution of contact center employees in the AI era
The contact center industry is at a pivotal crossroads, with technological advancements, particularly Artificial Intelligence (AI), poised to redefine the landscape. CCW's recent market study on the Future of Contact Center Employees sheds light on the evolving role of contact center agents in this AI-driven era. Here's a closer look at the key insights and what they mean for the future of contact center work.
Guided CX
Putting customers at the heart of digital journeys
In the spirit of Valentine's Day, let's talk about a different kind of relationship: the one between businesses and their customers. Just like any good romance, the connection between a brand and its clientele should be nurtured, cherished, and, most importantly, centered around understanding and appreciation. As we navigate the vast digital landscape, placing the customer at the heart of digital journeys isn't just nice—it's essential.
News
Glance recognized among notable vendors in CX orchestration landscape report
Report highlights real-time impact of customer journey orchestration through data, AI and CX technologies Wakefield, MA, February 8, 2024: Glance, the industry leader in Guided Customer Experience (CX) solutions, was named among notable vendors in Forrester’s recent report, “The Customer Journey Orchestration Landscape, Q1 2024” (January 26, 2024). This timely report covers the latest trends in CX and customer journey technology for 2024, and is meant to help organizations “understand the value they can expect from a customer journey orchestration vendor, learn how vendors differ, and investigate options based on size and market focus.”
Guided CX
6 tips to get started with contact center AI
In a recent discussion on CX Today, Glance CEO Tom Martin shared his valuable insights on the integration of AI in contact centers and its potential to redefine customer service. The conversation, hosted by CX Today’s Charlie Mitchell, touched on various aspects of AI application, offering a roadmap for contact center leaders looking to harness AI's power. Keep reading for six key tips from the discussion, or scroll to watch the full video at the bottom of this post.
Guided CX
How AI is helping the customer-representative relationship
Despite current economic challenges, businesses can't afford to skimp on digital customer experience (CX). A staggering 72% of leaders plan to increase their spending in this category. This investment is crucial, especially when considering that two-thirds of millennials now expect real-time customer service. In such a climate, AI becomes not just an option, but a necessity for businesses aiming to optimize every dollar spent and hour invested. Here's a closer look at how AI is transforming the customer-representative dynamic and why leading enterprises are harnessing its power.
News
Glance announces Kristine Hansen as Vice President of Sales & Strategic Partnerships for North America
Hansen's promotion reflects Glance’s dynamic growth and commitment to excellence in customer experience Wakefield, MA, January 30, 2024: Glance, the industry leader in Guided CX™ solutions, has promoted Kristine Hansen to Vice President of North American Sales & Strategic Partnerships. This strategic move underscores Glance's remarkable growth in 2023 and its commitment to enhancing customer journeys for Fortune 500 companies.