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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.

AI vs. human touch: finding the right balance in customer experience
In a world where AI can answer questions, process requests, and predict your next move, do we still need humans in customer support? Absolutely. And here’s why.
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Guided CX

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.
Guided CX

Guided CX
What we’re thankful for: learning from CX visionaries and market insights
At Glance, we believe that continuous learning and collaboration are essential elements of growth and innovation. As we reflect on the past year, we can't help but express our gratitude for the valuable insights we've gained from discussions with CX industry leaders and the recognition we've received in market studies. In this blog post, we want to share some of the highlights from these experiences.
Guided CX

Guided CX
Balancing automation, digital, and human guidance in CX strategy
Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Wondering which strategies can truly transform your CX? That’s what Adam Atwood, Glance CMO, and David Singer, Global Vice President, Go-To-Market Strategy, Verint, answered in their recent Destination CRM presentation: Reimagining Customer Experience: Structure Follows Strategy.
Guided CX

Guided CX
Transforming CX: the 4 pillars every business needs
When it comes to delivering exceptional customer experiences (CX), there are four fundamental pillars that businesses should focus on: Team, Tools, Process, and Feedback. Tom Martin, CEO of Glance, recently shed light on these crucial pillars and offered valuable insights on how organizations can leverage them for success on the CXChronicles podcast, hosted by Adrian Brady Cesana. Keep reading for highlights from the discussion, or listen to the full episode now.
Guided CX

Guided CX
Financial Services
Global Banking Consumer Study finds banks need human connection
Accenture's recent Global Banking Consumer Study has shed light on some critical findings that highlight the need for banks to rekindle the human touch. With data gathered from a comprehensive online survey of 49,000 consumers worldwide, this study offers invaluable insights into the shifting dynamics of the banking industry. Here are some key takeaways from the report.
Guided CX

Guided CX
Customer Loyalty
Beyond words: elevating live chat with Guided CX
Live chat and Guided CX are a dynamic duo that's transforming customer interactions across various industries. Live chat serves as the frontline of communication, offering customers instant access to assistance. It's fast, convenient, and favored by consumers. However, sometimes words alone aren't enough. That's where Guided CX steps in, enriching live chat with visual and interactive elements. In this post, we’ll explore how this synergy is reshaping how companies connect with their customers and enhancing the overall customer journey.
Guided CX

Guided CX
Digital Transformation
Customer Loyalty
Creating authentic human connections in a digital world
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
Guided CX

Guided CX
Contact Centers
Contact center experts share their top tips
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.
Guided CX

Guided CX
Insurance
Online insurance assistance: 3 critical moments requiring human guidance
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.