Personalizing the digital banking experience with Guided CX

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In today's digital world, customers crave banking experiences that feel tailor-made, just for them and their financial journey. But here's the thing: personalizing banking isn't quite like personalizing your online shopping cart. They’re not just buying a pair of shoes, they’re often making a life-changing decision — think mortgages or small business loans. These aren’t “just transactions.” They’re opportunities to establish and build solid customer relationships. And that level of trust and support can’t come from a chatbot.

Are you ready for the secret ingredient to personalized digital banking experiences? Here’s a hint: You already have it. Humans. The skilled advisors on your team. They’re the key to creating highly personalized interactions within the digital banking space.

Think about it. When faced with a major decision or confusing processes, even the best website isn’t going to give you peace of mind. You need the face of a trusted advisor. And it’s in these moments that Guided CX can step in to help create deeper connections with customers.

Understanding Guided CX

Guided CX employs technologies like co-browsing, screen sharing, and agent video to infuse a human touch into online customer interactions. These advanced tools spark real-time, one-on-one customer sessions that are interactive and empower agents to deliver superior support and forge deeper connections. As highlighted by a Forrester report, Guided CX solutions serve as a compass through the noise of conversations, enabling better understanding and fostering emotional connections. Moreover, PwC's global research reveals that 73% of individuals consider customer experience a pivotal factor in their buying choices, with 82% of U.S. consumers expressing a strong desire for increased human interaction in the times ahead. 

The benefits of Guided CX in digital banking and financial services

Guided CX is driving a paradigm shift that not only elevates the metrics of customer satisfaction but also transforms the very nature of personalized banking. From streamlined processes to fostering customer empowerment, this innovative approach is shaping the future of banking interactions. Below are a few of the advantages that Guided CX brings to the financial services industry.

Improved CX metrics: Guided CX empowers both agents and customers. By giving agents the tools they need to connect with and understand customers, they can better achieve their goals. Glance Guided CX tools can:

  • Reduce agent handling times by 14%
  • Improve first call resolution by 17%
  • Reduce call-backs by 10%
  • Improve customer engagement metrics, such as reducing sign-up times for new product by 60%
  • De-escalate otherwise stressful or frustrating situations 

Enhanced personalization: Guided CX enables banks to foster deeper connections with customers. This allows for highly personalized offerings, from product recommendations to financial planning advice.

Customer empowerment: By guiding customers through various tasks, Guided CX empowers them to make informed decisions. Users can access relevant information and services at their fingertips, helping them take control of their financial journey.

Simplified processes: Traditional banking processes can often be complex and overwhelming. Guided CX like cobrowsing simplifies these processes by turning a “do it yourself” moment into a “let’s do it together” step-by-step process, making banking tasks less daunting for customers.

Seamless omnichannel experience: Guided CX seamlessly extends across various digital touchpoints, including mobile apps and websites. This ensures consistency in customer experience, regardless of the platform customers choose to interact with.

Building trust and loyalty: Personalized experiences foster trust and loyalty. When customers feel that their bank understands their needs and supports their financial aspirations, they are more likely to remain loyal over the long term.

In a world where personalization is the key to customer satisfaction, Guided CX has emerged as a beacon of innovation in the digital banking landscape. This approach not only revolutionizes the way banks interact with their customers but also creates a profound impact on customer engagement, loyalty, and brand perception. By harnessing the potential of Guided CX, banks can position themselves at the forefront of the digital banking evolution, delivering experiences that not only meet but exceed customer expectations.

Want to explore how top banks are harnessing the potential of Guided CX? Click the link below to download our free report and learn how top banks are positioning themselves at the forefront of the digital banking evolution, delivering experiences that not only meet but exceed customer expectations.

Download the report: How top banks are driving customer loyalty by personalizing digital banking experiences

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