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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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Video
News
Introducing Glance Video – An Enhanced Guided CX Offering That Heightens Customer Experiences
New Innovation Is Embedded into Existing Websites and Apps to Deliver More Seamless Interactions, Build Brand Loyalty and Drive Positive Outcomes Wakefield, MA—May 11, 2021 – Glance (www.glance.net), a leading provider of visual engagement solutions that enable organizations to create guided customer experiences in digital sales and service environments, announced the release of Glance Video, its embedded video collaboration service that allows businesses to add video interaction into websites, mobile apps, and digital customer journeys.
Guided CX: The new digital customer experience norm
In 2018, PwC research found that 82% of U.S consumers felt the need for more human interaction in their digital experiences. Let’s think about that for a moment. Before a time of lockdowns, humans wanted more out of their online interactions with a brand. And then came a global pandemic and what we saw was the use of digital channels accelerated at an unimaginable pace in an attempt to bridge that gap.
Video
Customer Service
News
Financial Services
Article: How Embedded Video Advances Digital Engagement
Originally published in CRM Xchange By Tom Martin, CEO, Glance April 27, 2021
Twilio Flex and Glance Cobrowse with 1-Click Connect™ – Partnering to build a better contact center
At Glance, we enjoy partnerships with companies that share our passion for bringing humanity into the digital customer experience, which is why we are excited to announce our latest integration with Twilio Flex. Glance Cobrowse with 1-Click Connect™ now integrates seamlessly into Twilio Flex, enabling contact center agents to instantly see what callers are seeing on-screen and quickly understand problems without playing “The Game of 20 Questions.”
Guided CX
SaaS
Glance Guided CX and Intuit Make Tax Season Less Taxing
According to the US government, the 2021 tax filing season officially kicked off on February 12th, the first day the IRS began accepting tax returns. But for me, the unofficial beginning of the tax season each year occurs the moment the first Intuit TurboTax advertisement airs during the Super Bowl. It is always rewarding for me and other Glance employees to see Intuit’s commercials in which Glance Guided CX functionality takes center stage!
Video
Customer Service
News
Financial Services
Article: Extending the Brand Experience Through Embedded Video — The Missing Imperative in Digital Engagement
Originally published in Customer Magazine By Tom Martin, CEO, Glance February 23, 2021
News
Glance Names EJ McGowan Vice President of Engineering
Wakefield, MA—February 8, 2021– Glance (www.glance.net), a leading provider of guided customer experience solutions that enable organizations to deepen customer relationships and transform digital customer interactions into brand-building and revenue-generation opportunities, announced that EJ McGowan has been appointed as Vice President of Engineering. In this capacity, he will oversee the company’s product development, testing, quality assurance, and engineering activities.