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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The future of customer support: how mobile collaboration enhances remote assistance
Most of us live, work, shop, and get help on our mobile devices. But when customers reach out for support on their phones, the experience can feel clunky: toggling between apps, repeating themselves, or struggling to explain what’s on their screen.
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6 Digital Customer Engagement Predictions for 2021
In 2019, Paul DiPaola of U.S. Bank said, “the rate of change has never been faster, and it will never be this slow again.” 2020 certainly agreed and then decided to raise the stakes. We saw COVID lockdowns that forced both businesses and consumers to embrace digital as the primary channel for communication. Frictionless, secure, personal digital engagements went from a “nice to have” to “need to have” almost overnight.
Moving Through 3 Phases of Crisis Response Towards Reinvention
“Moving through 3 phases of crisis response towards reinvention” is an excerpt from the white paper, “The Future of Relationships” by Blair Pleasant and brought to you by Glance and COMMfusion. You can download your copy of the full white paper here.
Balancing Technology and Humanity to Mold the Future of Banking
The future of banking is digital. The power players knew this before a worldwide pandemic struck. However, COVID 19 was the accelerant to shift both the financial industry and consumer mindset about digital from a “nice to have” to necessity.
6 Questions to ask a Potential Visual Engagement Provider
Digital banking is not a new trend. However, due to the pandemic, consumption and adoption is skyrocketing among all demographics. A study conducted on digital banking during the height of the lockdown revealed that of those surveyed, 73% of respondents are more or much more likely to leverage digital banking and digital payments. While consumers reassess their banking behaviors, banks are also reassessing and reimagining their digital experience.
25 in 5 With Glance CEO Tom Martin
Last month, the team at Glance virtually attended FinovateFall as sponsors and participants. While we were there, Finovate’s Senior Research Analyst Julie Moon sat down with our CEO, Tom Martin, to find out more about Glance and Tom. If you want to learn more about how long it took for us to gain our first customer back in 2000, our 2015 pivot into the enterprise, and just how early in the morning Tom wakes up (spoiler: it’s early!), check out Finovates 25 questions in 5 minutes!
7 Keys to a Great Digital Banking Experience
Long before COVID 19, innovative financial institutions were building out digital banking strategies. Those looking to win, retain, and maximize value from their customers know the move to digital will be paramount as a top revenue and retention channel. The pandemic, however, did accelerate the need to go from good to great.