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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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Will CRM systems replace contact center platforms?
CX Today’s Charlie Mitchell hosts Tom Martin, CEO of Glance. In this session, we consider the evolution of CRM systems, discussing: Whether CRM with swallow up contact center platforms Is the CRM a viable option for mid-market and enterprise businesses? How Glance is helping to bring CRM systems up to grade for contact center use cases Other exciting trends in the world of CRM
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Every journey needs a map. Especially when it comes to the customer journey
Mapping is powerful. It helps businesses understand their customers’ needs and pain points with the aim to improve their experience. Mapping spurs new customer initiatives which can spin into gold. It’s used to identify areas where the customer experience can be improved by gaining a deeper understanding of your customer by visualizing the customer experience. Here are suggested steps to create a customer journey map: Create Your Customer Persona Persona is a fictional representation of the ideal customer that helps you to understand their needs and pain points.
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Creating consistent CX is key to customer retention
CX Today’s David Dungay hosts David Butler, SVP of Product & Strategy, Glance Networks. In this session we discuss the following: Where do you see organisations struggle when it comes to achieving a consistent experience across platforms? With all the recent developments around Generative AI how do you see the role of the chatbot evolving when it comes to delivering CX? Are businesses doubling down on CX technology spend to try and bolster customer retention?
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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, focusing on connecting customer journeys to enhance personalization and customer loyalty. 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. As social creatures, humans inherently seek out these connections to foster relationships, community, and personal well-being. 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 artificial intelligence (AI), has undeniably propelled companies forward by revolutionizing customer interactions and operational efficiency. AI enhances customer service by providing efficient, automated solutions while still emphasizing the importance of the human touch. 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.