Customers expect fast, easy, and personalized service — especially when it comes to their finances. Yet for many banks, insurance companies, and financial institutions, delivering that experience isn’t always simple. Complex products, confusing online processes, and high-stakes transactions can create friction that frustrates customers and drives them away.
That’s where Guided Customer Experience (Guided CX) comes in.
Guided CX gives your customers a human touch exactly when they need it most, helping them navigate complex processes, complete transactions, and get their questions answered — without feeling lost or overwhelmed. And in financial services, where trust and confidence are everything, that can make all the difference.
Here’s how Guided CX is helping financial institutions reduce friction and create smoother, more confident customer journeys.
Whether it’s applying for a loan, opening an account, or making an investment, financial transactions often involve multiple steps and detailed information.
Guided CX allows agents to visually guide customers through applications and forms in real time — answering questions, clarifying requirements, and ensuring every field is completed correctly. Customers feel supported, and fewer errors mean faster, more successful outcomes.
Money is personal. When customers are making important financial decisions, they need to feel secure — not like they’re navigating a maze alone.
With Guided CX, a live agent can step in at critical moments to explain terms, walk through options, and provide personalized reassurance. This builds trust and loyalty: two things that are priceless in financial services.
Download the report: How top banks are driving customer loyalty by personalizing digital banking experiences
Customers today like to self-serve when they can, but they also want immediate, human help if they get stuck. Forty-four percent of banking consumers aged 18-44 reported difficulties in accessing human support when they needed it the most, according to an Accenture survey.
Guided CX bridges that gap by providing seamless support within your digital experiences. If a customer needs help, they don’t have to leave the website, start over, or sit on hold. Instead, an expert can join them instantly to move things forward.
By helping customers complete tasks successfully the first time, Guided CX reduces follow-up calls, rework, and escalations. That means lower operational costs — and more time for agents to focus on complex or high-value interactions.
It’s not about adding more support. It’s about adding smarter, more efficient support exactly where and when it matters most.
“Glance is a crucial component of the customer and expert experience. Customer success is not a cost center — it’s a revenue driver.” - Customer experience group manager, financial services
In financial services, customer experience isn’t just about convenience; it’s about building trust, confidence, and lasting relationships. Guided CX makes it easier for customers to get where they need to go, while helping institutions improve satisfaction, streamline operations, and drive loyalty.
At Glance, we believe the best customer journeys aren’t just fast — they’re human. With Guided CX, you can offer the personal, seamless experiences your customers expect, and make every digital interaction a little more reassuring, a little more confident, and a lot more successful.
Ready to see how Guided CX can transform your financial customer journeys? Learn more and request a demo at Glance.cx.