case-study
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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Case Study
Unlocking customer experience success: Top case studies in Guided CX
In today’s competitive business landscape, providing an exceptional customer experience is no longer a luxury but a necessity. As customers increasingly expect personalized and efficient interactions, companies are turning to guided customer experience (CX) solutions to deliver seamless and satisfying experiences. Guided CX goes beyond traditional methods by leveraging innovative technologies that allow agents to visually guide customers through their journey, addressing their needs in real-time. Leading enterprises are leveraging guided CX to achieve success — but how? What does that experience look like? And what are these leading brands accomplishing through guided CX technology?
Case Study
Real-world insights on how to use guided customer support to improve CX
Customer expectations are at an all-time high. Customers expect brands to use a high level of technology … but they also demand human connection. In response, more companies are starting to use what’s known as guided customer support, or Guided CX, combining the powers of both technology and humanity to deliver a standout customer experience.
Customer Service
News
Case Study
Axos Bank uses Glance to improve CSAT for customers using online banking
Glance’s client, Axos Bank, was the subject of a terrific article in American Banker magazine. Here are the high points:
Cobrowse
News
Case Study
CX
How do you drive a 50% reduction in Average Handle Time?
Truckstop.com, the Idaho-based SaaS marketplace that facilitates the equivalent of nearly 11% of the US GDP, saw positive results almost immediately after deploying Glance.
Customer Service
News
Case Study
Glance Receives Innovation Award from Intuit
A few weeks ago, we received an invitation to Intuit’s Partner Summit from Kathleen Russell, Intuit’s sourcing manager. Each year, Intuit brings its top strategic partners together to share the company’s strategy and priorities and to learn how we can be better partners to each other. Together, we learned how we are making a positive difference in the lives of our customers.
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SaaS
Customer Service
Case Study
MINDBODY Uses Glance to Drive Higher Customer Satisfaction, Higher App Adoption
We’re very pleased to post another customer success story on our website: MINDBODY Leverages Glance to Drive Higher Adoption and Increased Customer Satisfaction.
Case Study
Glance Named 2017 Technology Software Case Study of the Year by Business Intelligence Group
We are thrilled to announce that our work with Inuit on its SmartLook experience has awarded us with the Business Intelligence Group’s BIG Award for Business and was named the 2017 Technology Software Case Study of the Year.