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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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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Guided CX
Instead of digital deflection, offer digital ridealongs
While digital deflection strategies can serve as efficient gatekeepers, they often fall short of delivering the exceptional support and personal touch that customers crave. In this blog post, we'll introduce an alternative approach that has the power to transform the way businesses engage with customers, enhancing support and fostering stronger connections: digital ridealongs.
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Getting started with contact center AI
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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How to enhance customer experiences with Guided CX
The best service is no service: a customer experience mantra that has stood the test of time. Why? Because customers don’t want to phone, video, or message a business. They want to avoid issues in the first instance. As such, many contact centers have invested in assessing their demand drivers, spotting the root cause, and fixing those troublesome problems upstream.
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Maximize the potential of AI with a customer-first CX approach
Artificial Intelligence is all about bots, self-service, and automation, right? A one-size-fits-all way to continue to process consumer communication whilst simultaneously reducing the human contact center headcount, right? Well, that’s an over-simplistic view that may now be more than a little outdated.
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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.