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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The loyalty formula: personalization + Guided CX
When it comes to customer experience, there’s no one-size-fits-all. Today’s customers want more than fast service - they want personalized service. They want to feel seen, heard, and supported like a VIP. So how do you deliver that kind of experience, especially in a digital world? The answer lies in Guided Customer Experience (Guided CX) and smart personalization. When you combine the power of human connection with tailored, in-the-moment support, you turn everyday interactions into loyalty-building moments. Let’s break it down.
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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.
Financial Services
Mobile Banking Must Replicate Branch Experiences
Originally published in BAI Banking Strategies By Tom Martin, CEO, Glance
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.
