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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The role of Guided CX in financial services: reducing friction in customer journeys
Customers expect fast, easy, and personalized service — especially when it comes to their finances. Yet for many banks, insurance companies, and financial institutions, delivering that experience isn’t always simple. Complex products, confusing online processes, and high-stakes transactions can create friction that frustrates customers and drives them away. That’s where Guided Customer Experience (Guided CX) comes in.
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News
Glance recognized in the 2023 Gartner® Market Guide for Digital Customer Service and Support report
Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”
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2023 September Market Study: Contact Center of 2030
What will the contact center look like in 2030? Will it be an omnichannel, AI-driven powerhouse in which customers can conveniently solve most problems on their own – and quickly access empathetic, consultative agents in the rare situations where they need extra help? Will it be an empowering environment in which agents enjoy their experiences, love their compensation packages, and perform as highly confident and capable brand ambassadors?
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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.
2024 CX strategy planning
Saving the omnichannel experience with HX
In a world dominated by technology and automation, businesses have been racing to embrace the latest AI and digital solutions, making a connected, omnichannel customer experience. The goal is to enhance the customer journey, making it more efficient, convenient, and tailored to individual needs. But as Glance CEO Tom Martin pointed out during a recent discussion with a panel of CX experts, the human touch remains a vital aspect of customer interaction. According to PwC, 74% of customers still prefer interacting with real human beings despite the growing influence of technology. This highlights the significance of Human Experience (HX) in transforming the omnichannel customer experience.
2024 CX strategy planning
How AI is reshaping proactive customer engagement
Consumers have moved nearly every aspect of their lives to digital channels, causing CX leaders to reevaluate the end-to-end journey. Now, the emergence of artificial intelligence (AI) — especially generative AI — has further complicated this journey. But at the same time, it also promises opportunities for standout experiences to those who get strategic and organized. In this third installment of our Considerations for 2024 CX Strategy Planning series, we’ll examine a key trend shaping the CX landscape: the convergence of AI and proactive customer engagement. Here’s a look at how we got here, where we’re headed in 2024, challenges and considerations as we forge ahead — and why we should, in fact, forge ahead.
2024 CX strategy planning
Hyper-personalizing the customer experience in 2024
In the dynamic world of customer experience (CX), staying ahead of the curve is imperative. As we step into 2024, one strategy that continues to gain momentum and redefine the way businesses interact with their customers is hyper-personalization. Gone are the days of one-size-fits-all approaches; today’s consumers demand tailored experiences that resonate with their individual needs and preferences. Hyper personalized communications play a crucial role in enhancing customer engagement by leveraging first-party data to create tailored marketing messages across channels like email and SMS. In this second installment of our Considerations for 2024 CX Strategy Planning series, we’ll explore the growing significance of hyper-personalization and why it should be at the core of your CX strategy in 2024.
2024 CX strategy planning
Why omnichannel is key to 2024 CX success
We’re inching closer to 2024, and it’s time to dive into CX strategy plans for the year ahead. This month, we’re introducing a new series brimming with essential insights to supercharge your 2024 CX strategy. Our aim is to equip you with the indispensable trends and knowledge required for informed planning and the triumphant attainment of your business goals. In this first installment, it’s all about omnichannel. In 2024, it's abundantly clear that one of the key pillars of a successful CX strategy is the seamless integration of omnichannel experiences. Let’s explore why focusing on omnichannel is no longer just a choice but an imperative for businesses aiming to thrive in an era defined by digital transformation and customer-centricity.
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.