Guided CX Insights

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Transforming banking experiences and operations with Guided CX

Digital transformation is reshaping customer interactions, and it’s essential for banks to strike the right balance between technology and human touch. According to Forrester, direct banking customers in 2023 rated hybrid experiences 3 points higher than digital-only ones, underlining the significance of human interaction in the customer journey. While digital channels provide convenience and efficiency, customers still value the personal connection offered by human interaction. Here’s where Guided CX emerges as a game-changer. It not only enhances customer experience but also streamlines contact center operations, offering a holistic solution to meet the evolving needs of both customers and financial organizations.


Glance and EDCi Forge Strategic Partnership to Elevate Human-Centric Customer Experience Solutions

Leading outcomes-focused organizations partner to drive value in digital CX strategies Wakefield, MA, April 17, 2024: Today, Glance and EDCi proudly announce their strategic partnership, solidifying their mutual commitment to delivering outcome-driven, high-value solutions to their clientele. With a shared philosophy focused on human-centric customer experience (CX), this collaboration helps organizations derive more value from their CX infrastructure and strategy.

Guided CX

How to accelerate bank deposit growth by balancing AI and human expertise

Deposit growth has emerged as a top priority for financial institutions. A recent survey revealed that 4 out of 5 bankers have identified deposit growth as a primary concern, highlighting the urgency for banks to optimize their deposit processes. However, they’re faced with challenges. With customers increasingly shifting their funds to high-yield accounts and the rise of fintech companies offering digital banking solutions, traditional banks are under pressure to adapt their strategies to meet evolving customer expectations. As a result, banks are turning to advanced technologies like artificial intelligence (AI) to streamline workflows and identify new deposit opportunities. In this blog post, we’ll explore the role of AI in deposit growth, examining how it enables banks to navigate these challenges and capitalize on emerging opportunities. We’ll also discuss the importance of human intervention in maintaining customer trust and enhancing the overall banking experience, highlighting the need for a balanced approach that leverages both technology and human expertise.

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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.


Glance Joins Carahsoft’s Salesforce AppExchange Partner Ecosystem

Strategic Partnership Powers the Delivery of Exceptional Customer Experiences in Government Services WAKEFIELD, Ma. - March 19, 2024 - Glance, the industry leader in Guided CX™ solutions, is proud to announce its inclusion on Carahsoft Technology Corp.’s Salesforce AppExchange Public Sector Self-Guided Tour Site. Inclusion on the site allows agencies to explore and demo Glance solutions with tailored support for unique procurement, security and regulatory needs. This announcement underscores Glance's partnership with Carahsoft and its commitment to serving State, Local, and Education sectors through its Salesforce integration.

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 experiences

With the advent of innovative technologies and evolving customer expectations, the landscape of digital banking is undergoing a transformative shift. 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.