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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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Independent Study: Glance Guided CX™ yielded 394% ROI
Glance Guided CX enhanced customer service operations, reduced costs, and drove revenue Wakefield, MA, November 28, 2023: Glance, a leader in Guided Customer Experience (CX) solutions, today announced the results of its commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting. Findings revealed that Glance Guided CX delivered significant bottom line impact for enterprises, including a 394% ROI.
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Guided customer experience: Why merging AI with a human touch drives increased revenue
Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”
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Omnichannel customer experience: Table stakes in 2023
The results are in—an omnichannel customer experience delivers undeniable results. One recent survey cited that 80% of customers prefer an omnichannel offering. Another study indicates that customers purchase 250% more frequently on omnichannel versus single channel. Those survey results point toward big wins for customers and vendors. Are you struggling to prioritize your omnichannel deployments or to align your technology investments with your long-term strategies? Join our panel of experts from Verint, CSG, Glance and Calabrio to discuss how to tap into omnichannel best practices for a CX strategy that forges a stronger bond with your customers and prospects.
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Glance recognized in the 2023 Gartner® Market Guide for Digital Customer Service and Support report
Glance leads the way in bridging self-service and human assistance with Guided CX Wakefield, MA, November 8, 2023: Glance, the leader in Guided CX software, is delighted to announce its second consecutive recognition in the Gartner Market Guide for Digital Customer Service and Support. According to the report, “Digital customer service offerings focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms. Customer service and support technology leaders can use this Market Guide to evaluate vendors in this market.”
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2023 September Market Study: Contact Center of 2030
What will the contact center look like in 2030? Will it be an omnichannel, AI-driven powerhouse in which customers can conveniently solve most problems on their own – and quickly access empathetic, consultative agents in the rare situations where they need extra help? Will it be an empowering environment in which agents enjoy their experiences, love their compensation packages, and perform as highly confident and capable brand ambassadors?
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Glance Recognized in the Gartner® Hype Cycle™ for Customer Service and Support Technologies, 2023 Report
Glance recognized as a Sample Vendor for Digital Customer Service and Video Contact Center in the Gartner Hype Cycle for Customer Service and Support Technologies, 2023 Wakefield, Mass., Sep. 6, 2023: Glance, a pioneer in human-guided digital customer service, is proud to announce its recognition as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2023 Report. The company’s significant contributions in the digital customer service and video categories have led to its continued upward trajectory in the industry at a time when customer experience (CX) technology is rapidly evolving and customer expectations only continue to rise.
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Glance Announces Strategic Partnership with Experience Design Expert Amy Heymans
Former Chief Experience Officer of Mad*Pow and Chief Design Officer of UnitedHealthcare brings decades of Fortune 500 CX experience to Glance customers and partners Wakefield, MA, August 9, 2023: Glance, a leading provider of human-guided customer experience (CX) solutions, is thrilled to announce a strategic partnership with human-centered design expert Amy Heymans. In an era of rapid evolution for CX, evaluating customer journeys and developing strong experiential designs has become essential. Understanding the technological landscape and striking the right balance between technology and human interaction are critical for the success of leading Fortune 500 organizations. This new partnership ushers in a groundbreaking era of customer experience, seamlessly integrating AI technology with the right human touch.