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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
From transactions to trust: the power of empathy in insurance
In the world of insurance, it's easy to get caught up in the numbers, policies, and premiums. But at its core, insurance is about much more than financial transactions — it's about impacting people's lives in meaningful ways. Customers have more options than ever and switching insurers is easier than changing a lightbulb. According to a Forrester report, only 26% of US online adults say that their insurer’s customer experience meets their expectations, and a concerning 13% feel loyalty toward their insurer. So what can insurers do to change those statistics? The key lies in understanding and embracing the human side of the equation. Empathy is the missing pillar of insurance CX, and insurers who embrace this principle above all else will earn their customer’s loyalty.
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The role of human interaction in a digital-first world
Shep Hyken interviews Tom Martin, CEO at Glance, a software company focused on helping businesses connect with their customers. He discusses combining technology with human-to-human interactions to create a seamless and personalized customer experience.
Guided CX
The pursuit of truly connected customer journeys in 2024
2024 is poised to be a pivotal year in the world of customer experience (CX). Businesses are moving beyond the mere appearance of connected customer journeys to create intentionally coordinated experiences across various channels. This shift is aimed at providing more cohesive and satisfying customer experiences. Let’s take a look at this transformation: what it means, why it’s important, and changes you can implement now to set your organization up for CX success.
Guided CX
4 reasons people still want human interaction in the age of AI
In an age dominated by AI and technology, the significance of human interaction remains evident, as highlighted by these statistics: 64% of consumers want brands to connect with them (Sprout Social). 75% of customers desire more interactions with real people as technology advances (PWC). Two-thirds of consumers who believe a business cares about their emotional state will likely become repeat customers (Zendesk). At a psychological level, people want and need human connection, especially in this age of AI. But not just any connection. We know that when it comes to the customer experience (CX), there’s a lot that goes into a meaningful interaction. So, what specifically are people looking for from these encounters? Let’s take a look at four reasons people still want human interaction in their customer journey.
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AI or humans in CX? 2024 trends report reveals the answer
New report from Glance provides guidance to enterprises striving for CX excellence Wakefield, MA, December 13, 2023: Glance, the leader in Guided CXTM software, is excited to announce the release of its 2024 Guided CX trends report. This annual publication includes first-party data and delves into the realm of human-guided customer experiences within digital channels, offering invaluable insights into the future of customer engagement.
Guided CX
There’s a human touch dilemma — here’s what leading brands are doing about it
The human touch dilemma: a wake-up call for businesses The rapid advancement of technology, particularly AI, has undeniably propelled companies forward by revolutionizing customer interactions and operational efficiency. However, amidst this digital transformation, a noticeable gap in authentic human connections has emerged. In an age where 75% of customers express their desire to interact with a real person more often, this human connection gap in digital experiences can’t be ignored any longer.
Guided CX
The customer as the bridge: Embracing omnichannel for seamless customer experience
In today's digital age, businesses have recognized the importance of delivering exceptional customer experience (CX) across various channels. They say variety is the spice of life, but sometimes, too much variety can lead to its own set of challenges. Enter the world of multi-channel strategies, where companies opened up a buffet of customer interaction options. It turns out that more isn’t always better, and the downfalls of a multi-channel approach have become clear.
Guided CX
Where does AI fit in the CX puzzle?
Brands are constantly seeking the magic formula that will propel them to the forefront of customer satisfaction and loyalty. Artificial Intelligence (AI) has emerged as a powerful tool in this quest. Deloitte research finds that nearly 80% of customer service leaders plan to invest in more AI capabilities over the next two years. AI-powered chatbots, virtual assistants, and predictive analytics have become the norm rather than the exception. But is AI really the answer? Yes and no. AI is just one piece of the CX puzzle, and it’s important as we adopt AI in our CX strategies that we treat it as a component, not a cure-all.
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Glance Guided CX™ now available on Genesys AppFoundry
Human collaboration solutions enable Genesys Cloud CX® customers to deliver more personal, tailored support Wakefield, MA, November 30, 2023: Glance, the leader in Guided CX software, today announced its CX platform is now available on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.
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Creating authentic customer connections in a digital world: The power of integrating empathy and technology with Tom Martin
Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world.