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Guided CX Essentials

Learn how leading customer-centric organizations grow with Guided CX.

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Blog Posts

Transforming banking experiences and operations with Guided CX

Digital transformation is reshaping customer interactions, and it’s essential for banks to strike the right balance between technology and human touch. According to Forrester, direct banking customers in 2023 rated hybrid experiences 3 points higher than digital-only ones, underlining the significance of human interaction in the customer journey. While digital channels provide convenience and efficiency, customers still value the personal connection offered by human interaction. Here’s where Guided CX emerges as a game-changer. It not only enhances customer experience but also streamlines contact center operations, offering a holistic solution to meet the evolving needs of both customers and financial organizations.
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How to accelerate bank deposit growth by balancing AI and human expertise

Deposit growth has emerged as a top priority for financial institutions. A recent survey revealed that 4 out of 5 bankers have identified deposit growth as a primary concern, highlighting the urgency for banks to optimize their deposit processes. However, they’re faced with challenges. With customers increasingly shifting their funds to high-yield accounts and the rise of fintech companies offering digital banking solutions, traditional banks are under pressure to adapt their strategies to meet evolving customer expectations. As a result, banks are turning to advanced technologies like artificial intelligence (AI) to streamline workflows and identify new deposit opportunities. In this blog post, we’ll explore the role of AI in deposit growth, examining how it enables banks to navigate these challenges and capitalize on emerging opportunities. We’ll also discuss the importance of human intervention in maintaining customer trust and enhancing the overall banking experience, highlighting the need for a balanced approach that leverages both technology and human expertise.
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Digital banking customers want DIY... until they need DIT

Digital banking customers are increasingly gravitating toward the convenience and independence offered by DIY (Do It Yourself) banking solutions. And for good reason: DIY banking empowers customers to manage their finances independently. However, there comes a pivotal moment when customers require personalized assistance and guidance, known as DIT (Do It Together), especially in intricate or high-stakes financial scenarios.
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How banks can adopt a holistic, data-driven approach to customer engagement to drive growth

In today's evolving financial landscape, banks face a critical imperative to revolutionize customer engagement. As technology reshapes the way consumers interact with their finances, adopting a holistic, data-driven approach becomes paramount for driving growth and staying ahead in the game. Let's explore how banks can leverage artificial intelligence (AI) and analytics to reimagine customer engagement and create meaningful connections that transcend traditional banking boundaries.
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The evolution of digital lending: trends and innovations

The landscape of lending has undergone a remarkable evolution. From traditional brick-and-mortar institutions to online platforms, the way people access loans has drastically changed. Among lending institutions surveyed: Nearly three-quarters now use digital channels to serve both new and existing clients Over 70% are implementing digital loan origination for personal loans. 73% can electronically prepare loan documents. In this blog post, we'll delve into the trends and innovations shaping the digital lending sphere, and explore how lenders are adapting to meet the needs of modern borrowers.
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The Total Economic Impact of Glance Guided CX

Companies across all industries are seeking to gain a strategic advantage with differentiated customer experiences. But understanding how to measure the business impact of CX improvements is crucial – both to produce quantifiable results and to ensure the investment is sound.
Judy Weader Nikoletta Stergiou
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Beyond words: Elevating live chat with Guided CX

About this talk Live chat is fast, convenient, and the leading digital contact method for today’s consumers. It’s usually effective and efficient for both participants…until it isn’t. Live chat still relies on the ability to clearly communicate in a written medium, which is perfect for fast, simple, unmemorable interactions.
Heather Nightingale Chris Duncan
Webinar Speakers
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Power personal connections in mobile apps with Glance

About this talk When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized.
Jill Newberg Matt Wheeler
Webinar Speakers
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Add the human touch to web-based chat with Glance

About this talk When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized.
Jill Newberg Matt Wheeler
Webinar Speakers
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Guided CX: Why visual engagement apps should be in your portfolio

About this talk During this webinar, Metrigy CEO and Principal Analyst Robin Gareiss will discuss why contact centers must have three key capabilities: video, co-browsing, and screen sharing. She will cover the following:
Robin Gareiss
Webinar Speakers
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Case Studies

How Constant Contact transforms service centers with Glance

How Constant Contact uses Glance Constant Contact, a SaaS-based email marketing solution company, has always placed a high value on customer care. They recognize that happy and successful customers are loyal customers, and that each touch point provides an opportunity to deepen the customer relationship. Constant Contact has used Glance since 2005. Customer support agents can launch a sharing session with one click, view the customer’s screen, instantly understand the problem, and guide them to a speedy solution. Glance sessions are proven to drive measurably higher First Call Resolution (FCR) and higher Customer Satisfaction (CSAT) scores. In 2016, Constant Contact began an initiative to take advantage of these high CSAT moments. They realized that customer support calls with a positive outcome — and the resultant spike in CSAT — represented a perfect opportunity to cross-sell and up-sell related products and services to happy customers. Agent KPIs now include recommending up-sell options, acceptance rate, and revenue contribution. A multi-pronged approach To breathe life into this initiative, Constant Contact embarked on a comprehensive strategy that incorporated in-depth training combined with innovative technology. The company’s service agents were taught to identify which customer interactions were, indeed, sales opportunities and, of those, which were appropriate for up-selling products and consulting services. Along with its focus on training and data analytics, Constant Contact understood it needed to implement robust technology that would enable its agents to elevate the level of personal service they could deliver. Delivering exceptional service leads to the “high-CSAT moments” to which Kenny refers. These are perfect moments for up-selling. The company consulted its long-time partner and industry leader in visual engagement solutions, Massachusetts-based Glance Networks. The idea was to understand how Glance can help Constant Contact leverage its co-browse and screen share capabilities — which have demonstrably increased its CSAT scores — to convert customer touch points into revenue opportunities.
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Glance yields higher returns for CSAT and digital transactions at Axos Bank

How Axos Bank uses Glance With Glance, Axos bankers can see exactly what an account holder sees on their screen as they navigate the online banking app. Agents can guide customers through a number of transactions, including bill payments, fund transfers, and the completion of applications for bank products like mortgages and personal loans. Glance collaboration sessions can be launched easily by the banker, and Glance requires no download from the customer. It is a frictionless experience for the banker and the customer that works with any computer or mobile web browser the customer might be using. Glance is engineered to comply with the strictest security and privacy standards of financial services companies. Sensitive personal information in the customer’s online banking account can be masked from the view of the banker. Glance encrypts all transmitted data and employs enterprise-class SSO. How did we do it? “Human interaction, especially when it’s related to finance, is an inherently emotional and sensitive topic,” said Jonathan Crane, senior vice president of Axos’ Centers of Excellence. “Our goal is to meet our clients in the way they best prefer to interact. Sometimes they do need that higher touch connection.” The technology, provided by Glance, is a Javascript tag that’s coded into the online banking portal that lets customer service agents see exactly what an account holder sees on their screen as they peruse the bank’s website. Its bankers can “co-browse” with customers and guide them through a number of transactions. Once screen sharing is enabled, the banker can use their cursor to direct customers where they need to click in their account to initiate a transaction, find information, or enter sensitive information. On their end, the banker never sees any sensitive financial details that a customer enters into a specified field. Before a connection is made, the lender will alert the customer about exactly what the banker has access to and can view in the account. For further assurance, the banker can initiate a one-way video feed that shows the customer they’re being attended to in real time. Unlike IT remote access, however, Axos’ representatives do not have the ability to initiate or complete any transactions on behalf of the customer.
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MINDBODY lifted customer satisfaction & product adoption with Glance.

MINDBODY is the world's leading wellness services online marketing place and software platform
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Glance Makes Customer Consultations Less Taxing for Intuit

Anyone who has ever filed a tax return on their own can sympathize with being stuck and confused. But taxpayers who use TurboTax® from Intuit experience a level of hands-on collaboration that can change everything. The tax preparation software market is crowded with low-cost and free competitors. Intuit is determined to win and keep customers based on premium service and customer confidence that Intuit is helping them to receive the maximum allowable tax refund.
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AI, humans, and customer experience: 2024 trends in Guided CX

Download the eBook to learn how banks are using Guided CX to:
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The Total Economic Impact™ Of Glance Guided CX

Glance Guided CX found to enhance customer service operations, reduce costs, and drive revenue in a study commissioned by Forrester Consulting.
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AI, Humans, and Customer Experience: 2024 Trends in Guided CX

Download the eBook to learn why people still want human interaction in the age of AI, how enterprises are enhancing interactions before there’s a CX “problem," and why investing in agent and representative experiences will become a strategic priority in 2024.
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Making the case for Guided CX

Transform customer service from a cost center to a revenue generating engine. Technological advancements like AI have undoubtedly propelled companies forward, offering innovative ways to connect with customers and streamline operations.
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Navigating the new normal in investment management presented by Financial Planning

This eBook includes:
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10 powerhouse customer service stats every CX leader needs to know

We’ve compiled 10 relevant (and surprising!) stats that illustrate today’s evolving customer service landscape. These statistics will help you better understand your dynamic role – and make informed decisions that delight customers and ignite growth. Download the infographic to learn the 10 customer service stats you need to know.
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Our Customers

What our customers are saying

Salespeople and demo technicians love Glance because it is simple, easy, fast, and reliable. Sales leadership loves Glance because of the automatic KPI capture in the CRM and the ability to inspect the sales process. Everyone loves the results: close business faster, for more revenue.
Trustbar Logos-Jun-07-2023-06-29-28-6029-PM

"We have the ability to have our experts see what the customer sees and highlight areas to help direct the customer. Our one-way video lets the customer connect the TurboTax expert they are speaking with. It’s been a game changer for Intuit."


Stacie Herring

Director of Assisted Experience at Intuit

axos logo blue

"We’re able to jump right into whatever issue the customer may be facing and provide real-time guidance as opposed to trying to make them describe what they see on the screen."


Jonathan Crane

Senior VP, Centers of Excellence for Axos Bank


"Enabling lenders to see what the customer is seeing in the digital environment and offer guidance and personalized service as needed through Glance cobrowsing is incredibly valuable."


Amy Brandt

President and CEO of Docutech

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