Guided CX Insights

Deposit growth has emerged as a top priority for financial institutions. A recent survey revealed that 4 out of 5 bankers have identified deposit growth and the need to attract deposits as primary concerns, highlighting the urgency for banks to optimize their deposit processes. However, they’re faced with challenges. With customers increasingly shifting their funds to high-yield accounts and the rise of fintech companies offering digital banking solutions, traditional banks are under pressure to adapt their strategies to meet evolving customer expectations. As a result, banks are turning to advanced technologies like artificial intelligence (AI) to streamline workflows and identify new deposit opportunities. In this blog post, we’ll explore the role of AI in deposit growth, examining how it enables banks to navigate these challenges and capitalize on emerging opportunities. We’ll also discuss the importance of human intervention in maintaining customer trust and enhancing the overall banking experience, highlighting the need for a balanced approach that leverages both technology and human expertise.

Digital banking customers are increasingly gravitating toward the convenience and independence offered by DIY (Do It Yourself) banking solutions. And for good reason: DIY banking empowers customers to manage their finances independently. However, there comes a pivotal moment when customers require personalized assistance and guidance, known as DIT (Do It Together), especially in intricate or high-stakes financial scenarios.

In today's evolving financial landscape, banks face a critical imperative to revolutionize customer engagement. As technology reshapes the way consumers interact with their finances, adopting a holistic, data-driven approach becomes paramount for driving growth and staying ahead in the game. Let's explore how banks can leverage artificial intelligence (AI) and analytics to reimagine customer engagement and create meaningful connections that transcend traditional banking boundaries.

Strategic Partnership Powers the Delivery of Exceptional Customer Experiences in Government Services WAKEFIELD, Ma. - March 19, 2024 - Glance, the industry leader in Guided CX™ solutions, is proud to announce its inclusion on Carahsoft Technology Corp.’s Salesforce AppExchange Public Sector Self-Guided Tour Site. Inclusion on the site allows agencies to explore and demo Glance solutions with tailored support for unique procurement, security and regulatory needs. This announcement underscores Glance's partnership with Carahsoft and its commitment to serving State, Local, and Education sectors through its Salesforce integration.

The landscape of lending has undergone a remarkable evolution. From traditional brick-and-mortar institutions to online platforms, the way people access loans has drastically changed. The global digital lending market has seen rapid growth, with significant regional differences in adoption and market size. Consumer lending stands out as a key segment, especially in Europe and countries like Germany, France, and the UK. Among lending institutions surveyed: Nearly three-quarters now use digital channels to serve both new and existing clients Over 70% are implementing digital loan origination for personal loans. 73% can electronically prepare loan documents. In this blog post, we’ll delve into the trends and innovations shaping the digital lending sphere, and explore how lenders are adapting to meet the needs of modern borrowers. Credit unions, alongside other non-bank financial institutions, are emerging as significant players in digital lending services, contributing a notable share to the industry's revenue. Digital lending platforms offer faster, more accessible, and cost-effective alternatives compared to traditional banks, giving them a competitive edge. To stay relevant, banks are increasingly adopting digital lending solutions and integrating advanced fintech applications. The adoption of innovative lending solutions, such as AI, cloud-based technologies, and digital identity verification, is further improving efficiency, security, and user experience in digital lending services.

In the world of wealth management, providing personalized and seamless experiences for clients has become paramount. Today, clients expect more than just financial advice—they demand tailored solutions and real-time guidance that cater to their unique needs and preferences. Guided Customer Experiences (CX), a transformative approach reshaping the industry, blends traditional in-person service with innovative digital solutions. Let's explore the current state of wealth management and how this approach is revolutionizing the industry.

With the advent of innovative technologies and evolving customer expectations, the landscape of digital banking is undergoing a transformative shift driven by banking customer experience trends within the financial services industry. In this blog post, we’ll delve into key strategies that banks can employ to enhance their digital banking experiences and foster stronger customer engagement.

The contact center industry is at a pivotal crossroads, with technological advancements, particularly Artificial Intelligence (AI), poised to redefine the landscape. CCW’s recent market study on the Future of Contact Center Employees sheds light on the evolving role of call center agents in this AI-driven era, emphasizing how AI tools enhance their efficiency and productivity by automating routine tasks and allowing them to focus on complex interactions. Here’s a closer look at the key insights and what they mean for the future of contact center work.

In the spirit of Valentine's Day, let's talk about a different kind of relationship: the one between businesses and their customers. Just like any good romance, the connection between a brand and its clientele should be nurtured, cherished, and, most importantly, centered around understanding and appreciation. As we navigate the vast digital landscape, placing the customer at the heart of digital journeys isn't just nice—it's essential.