Name: How to lead contact centers with empathy for transformational CX
Start: 2023-04-06T20:00:00Z
End: 2023-04-06T20:01:29.000Z
Location: BrightTALK
Rating: 5

Glance's branded, in-the-moment web, mobile, and in-app Guided Customer Experiences (Guided CX) increases customer satisfaction, ensures brand loyalty, and drives innovative new revenue streams. The world’s largest enterprises trust Glance’s Guided CX technology to empower customer-first teams to securely see, show, and share anything online with a click of a button.

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?

Dive in with Verint and Glance experts as they uncover the keys to deeply embedding customer experience within your organization's fabric. Our discussion will cover:

– Elevating CX through data-driven insights.
– The increasing imperative for automation amid growing interaction volumes.
– Visionary tactics blending digital with the human touch.
– Why centralizing human experience is non-negotiable.

Reimagining Customer Experience: Structure Follows Strategy

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.

That’s why Glance recently commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study examining the potential Return on Investment (ROI) enterprises can realize with Glance Guided CX. 

Join Glance in a roundtable discussion with guest speakers Judy Weader, Principal Analyst at Forrester; and Nikoletta Stergiou, Consultant at Forrester. This webinar will explore the results of the 2023 study, including how Glance provided a three-year ROI of 394%, and how organizations can: 
- Measure the ROI of digital CX improvements
- Transform digital CX with customer-first strategies
- Discover new revenue potential with Guided CX

Register today!

The Total Economic Impact of Glance Guided CX

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 Glance and a panel of experts from Verint, CSG, 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.

In this webinar, we cover:

– Why automation and intent data are key to scaling omnichannel engagement
– How to create a personalized, seamless experience based on customer's channel behavior
– How HX (human experience) enhances–and even saves–omnichannel CX

Omnichannel Customer Experience: Table Stakes in 2023

Looking to build a successful contact center to be successful, efficient, and positive places for agents and clients? Andrew Thomas has 20 years of call center experience, including leading teams at Homepoint, Mr. Cooper, and Union Bank.

Throughout his years leading call centers, he has led his teams to remain committed to ensuring high customer experience metrics and agent morale.

Join us in our upcoming Q&A webinar and ask Andrew all your questions about how to: 
- Stand up a call center with an emphasis on client satisfaction and results
- Prioritize human connection agents and clients 
- Keep morale high for each agent by creating training and continuing education materials

Register today!

How to run a top-performing call center with high agent morale

KT Ellis, Senior IT Product Manager at Dutchie, knows CX. They have 10+ years of experience implementing and optimizing customer experience processes and systems across enterprises. 

Join us in this upcoming Q&A webinar where we will dive into how to deploy a competitive customer experience across your enterprise using the latest technology. 

Register for our upcoming session with KT to participate in our Q&A and learn how to:
● Mature your CX organization and prepare for scale by becoming proactive – not reactive 
● Analyze the entire CX experience, avoid silos, prioritize areas for improvement, and make sure that all processes are fully optimized 
● Invest properly in the right technology that supports growth and revenue

Register today!

Effortless digital transformation: Leading with process & technology

ChatGPT has shown us that we can expect more from software. At the same time, artificial intelligence (AI) has become a buzzword, promising to completely transform customer experience. However, many enterprises are still hesitant to adopt AI, fearing the risks of technology and uncertain about its potential benefits. 

In this webinar, Glance CEO, Tom Martin, and Glance SVP of Product & Strategy, David Butler, will address these concerns and discuss how enterprises can leverage AI to improve customer experience without compromising data security, privacy, or ethics.

Register now and join the discussion as we explore:

- The potential of AI in customer experience, highlighting its ability to deliver personalized, relevant, and timely interactions with customers across multiple channels.
- The practical aspects of AI implementation, focusing on best practices for AI integration into existing customer experience strategies.
- The ethical considerations of AI and guidelines for enterprises to ensure that their AI-driven customer experience aligns with the highest ethical standards.

Join us to discover why you should embrace AI in CX.

Register today!

Why CX Should Embrace AI

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. 

But when people need more guidance on a website, in a portal, or within a SaaS application, reps need a way to get to clarity faster and advance the interaction to meet their customer’s goals. That’s when elevating live chat experiences with Guided CX from Glance comes in. 

In this webinar, we’ll showcase why and how companies are pairing Glance Guided CX with live, web-based chat. In our demonstration, you’ll learn how:

- Companies boost customer and employee satisfaction with live chat interactions
- Banking, healthcare, retail, and SaaS customers are leveraging Guided CX capabilities to enhance live chat interactions 
- Just one click lets a rep start a Glance session from live chat using the systems they work in every day.

Beyond words: elevating live chat with Guided CX

Technology is transforming brand interactions - but not human nature.

Consumers expect memorable experiences with brands no matter how they interact - so when technology introduces friction or dehumanizes the experience, customers notice: and they're more likely to take their business elsewhere.

It's why differentiating your brand's CX in a sea of similar digital experiences is not only challenging - it's critical. And you know this because you have already empowered your teams with the #1 CRM for sales and service: Salesforce. But how can you take CX to the next level?

In the first webinar in our series, Bringing the Power of Human Connections to your CX Solution Stack, we'll show how Glance for Salesforce solves these brand challenges to deliver valuable experiences that create meaningful differentiation and brand love. 

We’ll cover:
• How Glance personalizes the customer journey from human-guided selling, advisory, and transactions to face-to-face digital customer support.
• How Glance enables customer-facing employees, brand ambassadors, or third-party providers to join your customers face to face — inside your website or app — right at their moment of need.
• How Glance removes friction from your representative’s experience by detecting customers on your digital property and empowering them to engage with customers from any Salesforce object.

Take the friction out of online experiences and create real, human connections with your customers to elevate the brand experience: increasing revenue opportunities,  customer satisfaction, and brand loyalty.

How brands boost loyalty and drive revenue with Glance for Salesforce

When your customers or on-site technicians need to verify information or have difficulty troubleshooting equipment, a simple live stream from their mobile device can keep the interaction progressing to a successful conclusion.  

In this webinar, we’ll showcase Mobile Camera Share, a powerful capability of the Glance Guided CX platform. In this short demonstration, you’ll learn how:

- Companies save time and costs by accelerating  issue resolution and sales interactions
- Banking, insurance, utilities, and manufacturing sales and services teams use Glance Mobile Camera Share during customer interactions 
- Ease-of-use ensures sales and services reps can initiate and report on Glance Mobile Camera Share sessions from a CRM, ITSM, or field services management system

Turn smartphones into sales and service accelerators with Mobile Camera Share

Join our upcoming webinar to learn how you can power omnichannel Guided CX across web and mobile with Glance Mobile App Share.

Major brands worldwide use Glance Mobile App Sharing to offer secure, personalized in-app assistance, meeting their customers’ needs in the moment and in context to improve sales, onboarding, and issue resolution.

Attend our upcoming demo webinar to learn about the latest enhancements and how Glance Mobile App Share helps companies:
- Deliver stand-out customer experience
- Increase CSAT
- Reduce average handle time (AHT)
- Improve first call resolution (FCR)

For enterprises seeking to achieve parity between their browser-based and mobile app offerings, only Glance offers two-way video, secure masking, gesturing, and customizable user experiences across any platform for desktop and mobile devices.

Register today to learn more!

Be a customer loyalty generator: Meet customers inside your mobile apps

Q&A with Sumita Mullick, Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield

When enterprises talk about customer experience, they often look into optimizing operations in the call center and ignore the entire customer journey - to their own peril. The most effective companies analyze operations company-wide to drive end-to-end CX. Those who don’t invest in mapping the customer journey miss out on opportunities to not only retain customers, but to improve critical, enterprise-wide business goals. 

Don’t take it from us. Take it from Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield, Sumita Mullick. With over 10 years of experience optimizing the customer journey across enterprises, Sumita knows what it takes to create a customer experience that attains and retains customers.

Register for our upcoming session with Sumita to participate in our Q&A and learn:

• Why it’s critical for enterprises to review and improve the entire customer journey from beginning to end, and not just focus on the call center.
• How to identify growth opportunities that are rooted in customer experience optimization, but result in impactful outcomes across your entire business. 
• Why providing a positive employee experience can have just as many positive results for customers as improving technology and processes do. 
• The cost of NOT prioritizing customer experience.

Why customer journey mapping matters more than ever

Digital self-service on your website or in your app works great for your customers … until it doesn’t. When customers need personal assistance in digital spaces, how can your agents help them achieve their goals - and, ultimately, keep them as customers? Bringing human-to-human support into your digital channels could be the game changer you need.

See how in this first installment of our Be a Customer Loyalty Generator webinar series, Make Every Interaction Count, see how Guided CX transforms: 
• Customer-agent relationships - right at the moment of need
• Customer success - transforming “do it yourself” to “do it together with me” 
• Customers’ relationship with your brand - from “I’ve had it with this company” to, “Wow! They really care about me” 

When companies can improve customer loyalty in every digital interaction with personal guidance, the difference it makes could mean everything to your customer - and to your brand. Join us to see why some of the most well-known brands in the world trust Guided CX.

Become a customer loyalty generator series: Make every interaction count

Digital transformation is no longer negotiable in contact centers. Outdated systems can negatively affect agent culture and productivity, ultimately impacting customer experience. Companies who manage to understand and reflect  the customer’s voice in their CX strategy and  build a business case for investing in the latest technology will see revenue growth. 

In this Q&A webinar, Ollie’s Director of CX, Ben Devey, will share his extensive experience in the contact center world, from inbound customer service all the way up to management. 

He will share strategies that he has deployed to embrace the latest contact center technologies and enhance the customer experience such as: 
- Developing processes to listen to the voice of the customer, with a focus on direct-to-consumer models.
- Creating customer journey maps to identify areas of friction for the customer. 
- Leading with a culture of empathy in the contact center. 

Register today!

How to lead contact centers with empathy for transformational CX

Customer Experience

Customer Support

Call Center

Contact Center

Customer Service

Customer Care

Customer Centric

Customer Loyalty

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How to lead contact centers with empathy for transformational CX

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