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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How cobrowse revolutionized customer satisfaction at at top bank
Can you imagine if your customers were 97% satisfied with their online interactions and were saying things like: “Very innovative, very user friendly.” “Cobrowse made me feel secure and safe about making a transaction on the phone. Thank you very much.” “Cobrowse dramatically reduced the time for completing my lengthy and complicated banking transactions.” “I felt like I mattered. I was helped to understand where my account was and it helped me with future decisions.” “Simple and gives peace of mind that [the bank] cares unconditionally.” Those are real quotes from customers of a major US bank who leverage cobrowsing technology to transform their digital banking experience. Let’s take a look at what led them down this path and how they leveraged cobrowsing technology to boost satisfaction.
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Eager to do more with a smaller CX budget? Try these clever strategies!
We’re living in an experience-driven economy. More than anything else, the support and guidance a business provides its customers determines whether that brand will be successful. Numerous studies from many market researchers highlight this. For instance, a recent ContactBabel report found that 48 percent of businesses note CX as their most significant differentiator.
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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.
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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.
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Glance Guided CX™ now available on Genesys AppFoundry
Human collaboration solutions enable Genesys Cloud CX® customers to deliver more personal, tailored support Wakefield, MA, November 30, 2023: Glance, the leader in Guided CX software, today announced its CX platform is now available on the Genesys AppFoundry™, a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.
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Creating authentic customer connections in a digital world: The power of integrating empathy and technology with Tom Martin
Tom Martin is the CEO at Glance, a CX and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world.
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Reimagining customer experience: Structure follows strategy
Over 70% of senior executives, as reported by McKinsey, see CX as their top priority, driven by its tangible benefits. Successfully executed CX strategies have led to companies seeing a 20% boost in customer satisfaction, a 15% hike in sales conversions, a 30% drop in service costs, and a 30% surge in employee engagement. Wondering which strategies can truly transform your CX?