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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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Glance and Guided Experiences: at the leading edge of CX transformation
Noted industry analyst Phil Edholm, president of PKE Consulting, shares his thoughts on the presentations and discussions that took place during the recent Glance Analyst Conference. In his blog, Edholm offers his assessment of the traction Guided CX solutions are gaining in the market, his impressions of a customer presentation, and his perspective on why Glance stands out from other providers.
Web Accessibility Expectations for Digital Transformation
Digital transformation has been on the rise for quite some time. Enterprises have been transitioning their strategies from optimizing the in-person experience to growing their online channels. As the pandemic has sped up the need for digital innovation, sectors such as the financial industry have had some hurdles to overcome in providing a customer experience that exceeds expectations. Adherence to accessibility standards is one of those hurdles.
Twilio SIGNAL “Flexed” on Customer Engagement, and We’re Pumped
The Glance product and development teams attended Twilio’s customer and developer conference, SIGNAL, in late October. Being one of those attendees and responsible for our product integration ecosystem, I walked away incredibly impressed and excited about the future of our partnership, Twilio integration, and the combined impact we can make for our joint customers.
Are Your Customers Satisfied? How to Gain a Competitive Edge in Customer Experience
Companies worldwide are not only competing on price and products or services. Increasingly, they’re competing on customer service. So it’s no surprise that business leaders are evaluating where they’re falling short with their customer interactions. Their digital transformation projects are centered around customer experience.
Video
Fostering high-touch digital transactions with video
Digital transformation is no longer a new concept. However, the COVID-19 pandemic created a need for enterprises to put their foot on the gas and accelerate initiatives. According to Twilio, COVID-19 accelerated companies’ digital communications strategy by an average of 6 years, while 97% of enterprise decision-makers believe the pandemic sped up their company’s digital transformation.
