Guided CX Insights

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.

It’s spooky season! What’s one of the scariest things a company can do? Ghost their customers.

Empathy at scale In today’s automated world, customer experience (CX) can sometimes feel a bit impersonal. We’ve all had those moments where we’re talking to a bot or navigating through automated systems, only to end up feeling frustrated or unheard. That’s where empathy comes in—specifically, empathy at scale. Empathy is what makes interactions feel human, and in customer service, it's crucial for creating genuine connections. Forbes called empathy “the next business disruptor.” But when you're managing thousands or even millions of interactions, how do you deliver that empathy consistently? That’s where Guided CX comes into play. Guided CX usage has nearly tripled since 2020, as leading enterprises prioritize authentic, human experiences. By blending technology with human expertise, Guided CX makes sure that even digital interactions feel personal and meaningful.

Happy Customer Experience Week! Customer experience is more than just a buzzword—it’s about creating seamless, personal connections. And that’s what drives us every day here at Glance. Our mission is simple: to power personalized, guided support when it’s needed most. While digital channels are fantastic for many tasks, there’s something irreplaceable about real human expertise stepping in at just the right moment. That’s why we’ve built our Guided CX solutions to ensure every experience feels personal, seamless, and empowering.

Happy CX Day! Every year, on the first Tuesday of October, businesses and organizations worldwide come together to celebrate Customer Experience (CX) Day. It's a time to reflect on the importance of delivering exceptional customer experiences and to share best practices that improve the way businesses interact with their customers. Want to learn more about CX Day? You can check it out here. At Glance, we believe that great customer experience is not just about answering questions—it's about creating meaningful human connections. Today, we'll dive into why CX is essential and how we support businesses in elevating their CX game.

Keeping customers engaged in today’s digital world can be tough. With so many options available at the click of a button, it’s more important than ever to differentiate yourself, provide memorable experiences, and build strong relationships with your customers. Let’s explore some of today’s top challenges in customer engagement and the solutions you can use to overcome them and thrive.

How to use customer feedback to improve your service Are you listening to your customers? The voice of the customer (VoC) is powerful: 91% of people believe companies should fuel innovation by listening to buyers and customers, compared to only 31% who think they should hire a team of experts. Customer feedback is like a treasure map. It shows you where you’re doing well and where you need to dig deeper to find the gold—better service. But how do you turn that feedback into real improvements? Let’s explore some easy steps to make sure you’re getting the most out of what your customers have to say.

Technology has completely transformed the call center … but is it for the better? In some ways, yes. But as we’ve embraced more and more technology, we’ve lost sight of arguably the most important aspect of customer service: empathy.

Banking and financial services are undergoing a drastic transformation. The customer experience in 2023 looks a lot different from just five years ago, and finance CX leadership must keep up with evolving customer expectations and market trends to stay competitive. Here’s a look at four key trends and predictions in finance CX to know now. Be sure to download our 2023 CX trends infographic for a summary you can reference and share with your team.