financial-services
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Empathy at scale: how Guided CX creates more human digital interactions
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.
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Digital Transformation
Digital Transformation
Customer Service
Financial Services
Digital Banking: The Surging Importance of CX
Digital banking has been around for decades, but it has never been hotter, and it has never been more critical to the success of financial services companies.
Customer Service
Customer Service
News
Financial Services
Article: Automated Self-service is Great … Until It Is Not
Originally published in BAI Banking Strategies By Tom Martin, CEO, Glance April 17, 2020
News
News
Financial Services
Glance Introduces Visual Engagement Offering for the Financial Services Sector
Glance for Financial Services Adds Human Guidance and Expertise into Digital Banking, Lending, and Investment Management Interactions
Customer Service
Customer Service
News
Financial Services
Article: Communicating with Customers and Colleagues When Face-to-Face Is a No-go
Originally published in BAI Banking Strategies By Clyde Logue, VP of Products, Glance March 27, 2020
Webinar
Webinar
Education
Customer Service
Financial Services
Our Financial Services Webinar Asks: Can Financial Online Collaboration Be Just As Good As An In-Person Meeting?
On December 7, 2017 at 2:00 ET, we will show how financial online collaboration can be just as good as an in-person meeting in our Balancing the Online Financial Experience webinar.
Digital Transformation
Digital Transformation
Customer Service
Financial Services
Taking Financial Institutions’ Customer Service Calls from Conflict to Collaboration
Financial institutions’ customer service calls can be challenging. People are sensitive about what happens to their money – and with good reason. That’s why financial institutions require an easy way to defuse anger and stress, right from the get-go.
Insurance
Insurance
Financial Services
Glance Networks Helps Insurance Providers Personalize Customer Engagement
Insurance providers have a high level of competition. When it comes to protecting your customers’ valuable property and possessions, supporting each policyholder with a higher level of personal interaction can set an insurance provider apart from the pack.
Healthcare
Healthcare
Cobrowse
SaaS
Financial Services
Top 10 Visual Engagement Use Cases You Need to Know
Visual engagement—the integrated experience of cobrowse, screen share, and agent video—is revolutionizing the online customer experience.