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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Empathy in insurance: navigating life's journey together
In the world of insurance, it's easy to get caught up in the numbers, policies, and premiums. But at its core, insurance is about much more than financial transactions — it's about impacting people's lives in meaningful ways. Customers have more options than ever and switching insurers is easier than changing a lightbulb. According to a Forrester report, only 26% of US online adults say that their insurer’s customer experience meets their expectations, and a concerning 13% feel loyalty toward their insurer. So what can insurers do to change those statistics? The key lies in understanding and embracing the human side of the equation. Empathy is the missing pillar of insurance CX, and insurers who embrace this principle above all else will earn their customer’s loyalty.
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Glance launches the Glance Accelerate Partner Program
The leading authority in enterprise Guided CX adds momentum to partners’ CX initiatives Wakefield, MA, April 25, 2023: Glance, the leading provider of Guided CX solutions, including cobrowse, screen share, video, mobile app share, and mobile camera share capabilities, has taken its partner program to the next level with the launch of the Glance Accelerate Partner Program.
3 reasons to humanize the digital retail customer experience today
Today’s retail customers want it all. They want the convenience of ecommerce with the personal attention of shopping in-store with an associate. They want to spend with brands that provide standout experiences. And of course, they want free and fast shipping.
How to lead contact centers with empathy for transformational CX
Last week, we were joined by Ben Devey, Director of Customer Experience at Ollie, who has worked at every level of the call center with experience at both large enterprises and growing startups. He shared some excellent advice and insights gained from his professional experiences that can help companies of all sizes lead with empathy and improve the customer experience. Here are some key takeaways from our conversation.
News
Glance continues to fuel innovation with new hire of Jim Luciani
Proven SaaS leader brings organizational and technical expertise to accelerate growth Wakefield, MA, March 29, 2023: Glance, the leader in Guided CX solutions, announces today that Jim Luciani has joined its leadership team as SVP of Engineering to strategically support the company’s growing engineering group and further innovation in its Guided CX products.
Why in-app support is the evolution mobile CX needs
Mobile is increasingly becoming the digital engagement mode of choice for customers. In response, today’s CX leaders across industries are focusing on how to improve their mobile experiences and bring them at least to parity with — if not better than — their web-based experiences.