Guided CX Insights

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. So, what specifically are people looking for from these encounters? Let’s take a look at four reasons people still want human interaction in their customer journey.

The human touch dilemma: a wake-up call for businesses The rapid advancement of technology, particularly AI, has undeniably propelled companies forward by revolutionizing customer interactions and operational efficiency. 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.

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.

Brands are constantly seeking the magic formula that will propel them to the forefront of customer satisfaction and loyalty. Artificial Intelligence (AI) has emerged as a powerful tool in this quest. Deloitte research finds that nearly 80% of customer service leaders plan to invest in more AI capabilities over the next two years. AI-powered chatbots, virtual assistants, and predictive analytics have become the norm rather than the exception. But is AI really the answer? Yes and no. AI is just one piece of the CX puzzle, and it’s important as we adopt AI in our CX strategies that we treat it as a component, not a cure-all.

At Glance, we believe that continuous learning and collaboration are essential elements of growth and innovation. As we reflect on the past year, we can't help but express our gratitude for the valuable insights we've gained from discussions with CX industry leaders and the recognition we've received in market studies. In this blog post, we want to share some of the highlights from these experiences.

Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Wondering which strategies can truly transform your CX? That’s what Adam Atwood, Glance CMO, and David Singer, Global Vice President, Go-To-Market Strategy, Verint, answered in their recent Destination CRM presentation: Reimagining Customer Experience: Structure Follows Strategy.

When it comes to delivering exceptional customer experiences (CX), there are four fundamental pillars that businesses should focus on: Team, Tools, Process, and Feedback. Tom Martin, CEO of Glance, recently shed light on these crucial pillars and offered valuable insights on how organizations can leverage them for success on the CXChronicles podcast, hosted by Adrian Brady Cesana. Keep reading for highlights from the discussion, or listen to the full episode now.

Accenture's recent Global Banking Consumer Study has shed light on some critical findings that highlight the need for banks to rekindle the human touch. With data gathered from a comprehensive online survey of 49,000 consumers worldwide, this study offers invaluable insights into the shifting dynamics of the banking industry. Here are some key takeaways from the report.

Live chat and Guided CX are a dynamic duo that's transforming customer interactions across various industries. Live chat serves as the frontline of communication, offering customers instant access to assistance. It's fast, convenient, and favored by consumers. However, sometimes words alone aren't enough. That's where Guided CX steps in, enriching live chat with visual and interactive elements. In this post, we’ll explore how this synergy is reshaping how companies connect with their customers and enhancing the overall customer journey.