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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Spring cleaning your customer support strategy: how Guided CX streamlines digital interactions
Spring is in the air — and while you might be thinking about clearing out closets or organizing the garage, there’s another area that could use some tidying up: your customer support strategy. Let’s be real: digital customer experiences can get cluttered. Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents. But here’s the good news: with a little spring cleaning and the right approach, you can freshen things up and create smoother, more human support experiences. Enter Guided Customer Experience (Guided CX)—your not-so-secret weapon for streamlining support and delighting customers.
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Creating consistent CX is key to customer retention
CX Today’s David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks. In this session we discuss the following: Where do you see organisations struggle when it comes to achieving a consistent experience across platforms? With all the recent developments around Generative AI how do you see the role of the chatbot evolving when it comes to delivering CX? Are businesses doubling down on CX technology spend to try and bolster customer retention?
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The role of human interaction in a digital-first world
Shep Hyken interviews Tom Martin, CEO at Glance, a software company focused on helping businesses connect with their customers. He discusses combining technology with human-to-human interactions to create a seamless and personalized customer experience.
Guided CX
The pursuit of truly connected customer journeys in 2024
2024 is poised to be a pivotal year in the world of customer experience (CX). Businesses are moving beyond the mere appearance of connected customer journeys to create intentionally coordinated experiences across various channels, focusing on connecting customer journeys to enhance personalization and customer loyalty. This shift is aimed at providing more cohesive and satisfying customer experiences. Let’s take a look at this transformation: what it means, why it’s important, and changes you can implement now to set your organization up for CX success.
Guided CX
4 reasons people still want human interaction in the age of AI
In an age dominated by AI and technology, the significance of human interaction remains evident, as highlighted by these statistics: 64% of consumers want brands to connect with them (Sprout Social). 75% of customers desire more interactions with real people as technology advances (PWC). Two-thirds of consumers who believe a business cares about their emotional state will likely become repeat customers (Zendesk). At a psychological level, people want and need human connection, especially in this age of AI. But not just any connection. We know that when it comes to the customer experience (CX), there’s a lot that goes into a meaningful interaction. As social creatures, humans inherently seek out these connections to foster relationships, community, and personal well-being. Let’s take a look at four reasons people still want human interaction in their customer journey.
News
AI or humans in CX? 2024 trends report reveals the answer
New report from Glance provides guidance to enterprises striving for CX excellence Wakefield, MA, December 13, 2023: Glance, the leader in Guided CXTM software, is excited to announce the release of its 2024 Guided CX trends report. This annual publication includes first-party data and delves into the realm of human-guided customer experiences within digital channels, offering invaluable insights into the future of customer engagement.
Guided CX
There’s a human touch dilemma — here’s what leading brands are doing about it
The human touch dilemma: a wake-up call for businesses The rapid advancement of technology, particularly artificial intelligence (AI), has undeniably propelled companies forward by revolutionizing customer interactions and operational efficiency. AI enhances customer service by providing efficient, automated solutions while still emphasizing the importance of the human touch. However, amidst this digital transformation, a noticeable gap in authentic human connections has emerged. In an age where 75% of customers express their desire to interact with a real person more often, this human connection gap in digital experiences can’t be ignored any longer.
Guided CX
The customer as the bridge: Embracing omnichannel for seamless customer experience
In today's digital age, businesses have recognized the importance of delivering exceptional customer experience (CX) across various channels. They say variety is the spice of life, but sometimes, too much variety can lead to its own set of challenges. Enter the world of multi-channel strategies, where companies opened up a buffet of customer interaction options. It turns out that more isn’t always better, and the downfalls of a multi-channel approach have become clear.
Guided CX
Where does AI fit in the CX puzzle?
Brands are constantly seeking the magic formula that will propel them to the forefront of customer satisfaction and loyalty. Artificial Intelligence (AI) has emerged as a powerful tool in this quest. Deloitte research finds that nearly 80% of customer service leaders plan to invest in more AI capabilities over the next two years. AI-powered chatbots, virtual assistants, and predictive analytics have become the norm rather than the exception. But is AI really the answer? Yes and no. AI is just one piece of the CX puzzle, and it’s important as we adopt AI in our CX strategies that we treat it as a component, not a cure-all.
News
Glance Guided CX™ now available on Genesys AppFoundry
Human collaboration solutions enable Genesys Cloud CX® customers to deliver more personal, tailored support Wakefield, MA, November 30, 2023: Glance, the leader in Guided CX software, today announced its CX platform is now available on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.