Guided CX Insights

Glance CEO Tom Martin recently had a conversation with Yanique Grant on episode 201 of the podcast “Navigating the Customer Experience.” Tom and Yanique dove deep into the world of technology, customer experience, and empathy and shared valuable insights on how technology can help foster empathy, enhance customer experiences, and streamline business processes. Listen to the episode below, or keep reading for highlights from the discussion. Creating Authentic Customer Connections in a Digital World: The Power of Integrating Empathy and Technology with Tom Martin

Over the last few months, we’ve had the privilege to tap into the minds of proven contact center experts for Q&A sessions where they shared tips they’ve learned over the combined 50+ years of experience in the field. Below is a high-level overview of the key takeaways from our enlightening discussions.

The days of manual paperwork and face-to-face interactions are fading into the background as everything migrates to the virtual realm of browsers and apps. But with these digital avenues comes a whole new set of challenges for your customers. And even as more of our world shifts online, customers still need human connection. By weaving authentic human connections into the very fabric of your digital space, you have the power to guide your customers through complex processes. Here are three critical moments giving human guidance to insurance customers online can be a key differentiator.

In today's digital world, customers crave banking experiences that feel tailor-made, just for them and their financial journey. But here's the thing: personalizing banking isn't quite like personalizing your online shopping cart. They’re not just buying a pair of shoes, they’re often making a life-changing decision — think mortgages or small business loans. These aren’t “just transactions.” They’re opportunities to establish and build solid customer relationships. And that level of trust and support can’t come from a chatbot. Are you ready for the secret ingredient to personalized digital banking experiences? Here’s a hint: You already have it. Humans. The skilled advisors on your team. They’re the key to creating highly personalized interactions within the digital banking space. Think about it. When faced with a major decision or confusing processes, even the best website isn’t going to give you peace of mind. You need the face of a trusted advisor. And it’s in these moments that Guided CX can step in to help create deeper connections with customers.

Digitally native disruptors have entered the insurance space. Companies like Tesla, Amazon, and Google’s sister company Verily — as well as digital startups who have the ability to move at lightning speed — are adding extra competition to the industry. This means customer loyalty is more important than ever: just a 5% increase in customer retention results in nearly a 30% increase in revenue. So, how can established insurers improve customer loyalty? David Butler, SVP of Product and Strategy, says they must bear in mind three principles: empathy, investment, and risk. These are crucial for enhancing customer experience (CX) and cultivating loyalty. Let’s look at each of these factors.

In the realm of customer service, call centers stand as the hubs of customer interaction. Delivering exceptional service requires results-oriented strategies and an emphasis on high agent morale. And it matters — a lot. Beyond mere problem-solving, call centers offer a platform for building meaningful relationships and fostering trust. They hold the power to not only address concerns but also create positive experiences that leave lasting impressions — impressions that help shape brand perception and loyalty. Now that we’ve established the critical role call centers play in the organization, let’s dive into what’s required to achieve a top-performing call center that thrives on the interplay of agent satisfaction and customer delight.

When was the last time you had a compelling engagement with a chatbot? Probably never. Chatbots and self service are important, but when situations escalate above what a self-help article or AI can handle, it’s essential to have the right tools to provide a great experience for both the customer and the agent. Here’s the equation for a compelling online interaction: Great Customer Experience (CX) + Great Agent Experience (AX) = Great Human Experience Let’s break that down.

It makes sense that businesses are moving towards digital customer experiences. We’re living in a digital world. But in the process, they've left out a crucial element that customers really crave: the human touch. Although using a chatbot can speed up responses and get rid of the dreaded hold music, if companies don’t approach this strategy carefully, it might actually create a harmful emotional distance between businesses and their customers. Studies show that when there's no human connection in customer experiences, people end up feeling dissatisfied and disconnected.

We all know how hard it can be to keep customer experience consistent across all our digital, mobile, social channels, and physical channels. With so many platforms out there now, it can feel like managing a contact center and all the physical channels and data pulls us in opposite directions. And you can bet that if we’re feeling that struggle, our customers are too. How do we bridge this divide?