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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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Guided CX
Digital banking customers want DIY... until they need DIT
Digital banking customers are increasingly gravitating toward the convenience and independence offered by DIY (Do It Yourself) banking solutions. And for good reason: DIY banking empowers customers to manage their finances independently. However, there comes a pivotal moment when customers require personalized assistance and guidance, known as DIT (Do It Together), especially in intricate or high-stakes financial scenarios.
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How banks can adopt a holistic, data-driven approach to customer engagement to drive growth
In today's evolving financial landscape, banks face a critical imperative to revolutionize customer engagement. As technology reshapes the way consumers interact with their finances, adopting a holistic, data-driven approach becomes paramount for driving growth and staying ahead in the game. Let's explore how banks can leverage artificial intelligence (AI) and analytics to reimagine customer engagement and create meaningful connections that transcend traditional banking boundaries.
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.
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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.
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AI and the contact center: The evolution of 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 call center agents in this AI-driven era, emphasizing how AI tools enhance their efficiency and productivity by automating routine tasks and allowing them to focus on complex interactions. 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.
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.