Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Choosing the right digital CX tools for every moment
Helping customers should feel easy for them and for you. When customers reach out for help, they want fast solutions. But with so many digital tools available, it can be hard to know what to use, and when. Let’s break it down. Here's a quick guide to today’s most common digital support tools and how to choose the right ones - at the right moments - for your team and your customers.
Read Now
Guided CX
Please your stakeholders with Guided CX
Ever feel like you’re juggling the expectations of your product, marketing, sales, and customer success teams while trying to keep your customers happy? It might seem like a daunting task, but Guided CX makes it possible. Let’s explore how you can satisfy all your stakeholders and exceed customer expectations with this approach.
Guided CX
AI is transforming insurance CX - here’s how you can stand out
The buzzword on everyone’s lips is AI. It’s no longer just a hot topic; it’s an adopted technology making waves in the industry. Two-thirds of insurance companies plan to invest $10 million or more in AI and automation technologies over the next three years. From streamlining back-end processes to enhancing customer interactions, AI is reshaping the insurance customer experience (CX). Modern enterprises in insurance are launching digital transformation projects and adopting digital-first strategies to stay competitive in a rapidly evolving marketplace. But how can you make sure your organization stands out in this AI-driven world? Let’s dive in!
Guided CX
Human touch unites digital and call center support
Customer expectations are higher than ever. People want quick, efficient, and personalized support, regardless of whether they're interacting with a digital platform or calling a traditional contact center. Unfortunately, many contact centers still face significant challenges that hinder their ability to meet these demands. The stakes are high and the competition is fierce: two-thirds of companies are now competing on customer experience. The combination of digital tools and a strong human connection can set a company apart. Let's explore the current state of contact centers, the potential of digital customer experience (CX) solutions, and how human connection remains the vital link between the two.
News
Glance and Axos Bank host workshop on AI and human CX maturity at CCW Las Vegas
Helping CX leaders understand where they are on their AI and human CX journey LAS VEGAS, NV, May 29, 2024: Glance, a leader in providing human-centric customer experiences through digital channels, and Axos Bank, a leader in digital banking, will co-host an informative and productive workshop at this year’s Customer Contact Week (CCW) in Las Vegas. From 1:30 to 3:00 p.m. on June 4, the session will focus on integrating artificial intelligence (AI) with human customer service to enhance customer experience (CX) strategies.
Guided CX
How insurance companies can tailor their CX to grow with their customers
Insurance leaders face the challenge of not only attracting but also retaining customers. With the ease of switching providers thanks to digital onboarding and online rate comparisons, customer experience (CX) becomes a pivotal factor in ensuring customer loyalty and driving business growth. Here’s how insurance companies can enhance their CX strategies to align with and adapt to their customers' evolving needs.
News
Glance and Mediu Partner to Elevate Enterprise Digital CX
Strategic partnership supports leading organizations invested in CX innovation Wakefield, MA, May 22, 2024: Mediu, a trusted CX technology consulting and advisory firm, and Glance, a leader in Guided CX™ solutions, today announced their strategic partnership aimed at helping enterprise organizations excel in customer experience (CX) strategy and technology.
Guided CX
Improve your insurance mobile app adoption with human guidance
People are using insurance mobile apps more than ever before. According to a study by Accenture, 37% of consumers engage with their insurers through mobile apps or websites on a monthly basis. But when it comes to major moments in their journey, apps are often failing to provide the level of support that customers need.
Guided CX
How cobrowse revolutionized customer satisfaction at at top bank
Can you imagine if your customers were 97% satisfied with their online interactions and were saying things like: “Very innovative, very user friendly.” “Cobrowse made me feel secure and safe about making a transaction on the phone. Thank you very much.” “Cobrowse dramatically reduced the time for completing my lengthy and complicated banking transactions.” “I felt like I mattered. I was helped to understand where my account was and it helped me with future decisions.” “Simple and gives peace of mind that [the bank] cares unconditionally.” Those are real quotes from customers of a major US bank who leverage cobrowsing technology to transform their digital banking experience. Let’s take a look at what led them down this path and how they leveraged cobrowsing technology to boost satisfaction.
News
Glance showcases intelligent Guided CX™ at Genesys Xperience
New features drive innovation in CX orchestration Wakefield, Mass., May 7, 2024: Glance, a leading provider of customer engagement solutions, is excited to announce its participation in Genesys Xperience, taking place May 13 to 15 in Denver. At the event, Glance will showcase its innovative, intelligent Guided CX™ functionality, an impactful element of customer experience (CX) orchestration for enterprises at the leading edge of digital and human customer engagement.