Name: Why CX Should Embrace AI
Start: 2023-05-16T18:00:00Z
End: 2023-05-16T18:00:35.000Z
Location: BrightTALK
Rating: 4

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

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

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

While customer experience (CX) seems easy to define at first glance, in practice, it's difficult to capture how a customer truly feels, thinks, and reacts during these encounters. 

AI helps organizations overcome this problem, allowing them to quickly and accurately analyze customers’ cognitive, affective, sensory and behavioral responses. To effectively leverage, teams need to understand all the touchpoints throughout the customer journey, from pre- to post-purchase.  

By breaking down CX into smaller "micro" interactions, brands can gain valuable insights into their customers' needs and preferences, allowing them to personalize the customer experience and ultimately build loyalty. AI techniques like machine learning, deep learning, and natural language processing can help brands interpret and analyze these micro-interactions in real-time.  

In this session, Dr. Sue Tripathi explores how AI can be harnessed to optimize the customer experience. Key takeaways include: 
- How to leverage AI to manage key aspects of customer encounters and use customer journey mapping to design better touchpoints. 
- Embedding the voice of the customer; quantify the cost of inaction, through real world examples 
- Strategies to comprehensively manage a customer's cross-channel exposure, interaction, and transaction with a product or service. 
- And more…

Optimizing customer experience with AI

Behavioral economics examines how individuals make decisions and the various factors that influence those decisions. In recent years, it has gained significant attention in the business world, as companies seek to better understand and connect with their customers. By applying the principles of behavioral economics, businesses can develop more effective marketing strategies, improve customer experiences, and increase customer loyalty.

In this presentation by Melina Palmer, author of the award-winning book "What Your Customer Wants and Can't Tell You," you'll learn about some core principles of behavioral economics and how they can be applied to business. Using her "behavioral baking" approach, you'll gain practical insights and strategies for better understanding customers' behavior and preferences. 

Key takeaways from this presentation include:
- An understanding of some key principles of behavioral economics and how they apply to business.
- Strategies for improving customer engagement and building stronger customer relationships.
- Practical tips and techniques for applying the principles of behavioral economics in your work, using Melina's "behavioral baking" approach.
- And more...

What your customer wants and can't tell you: The power of behavioral economics

Happy customers or a high-performing support team? What if you didn't have to choose between one or the other--but, you could have both.

Join us for this webinar with Maanie Jacobs, Integrated Contact Centre Manager at Virgin Mobile UAE, as we discuss how messaging-based conversational support can help companies provide a world-class personal customer experience to improve customer loyalty and build an efficient support team.

Also, find out why Virgin Mobile UAE turned to conversational, messaging-based support to give customers the same speed, ease, and personal touch in support interactions that they've come to expect in an on-demand world.

Conversational support in an on-demand world with Virgin Mobile

Ask most consumers, and they can rattle off many poor experiences they have had while interacting with a business. Every one of these poor experiences would be better with technology that both empowers customers and assists agents. How do top-tier customer service organizations do it? What technologies and operational processes are crucial to their success? 

Metrigy interviewed and surveyed hundreds of organizations and end consumers to discern which technologies matter most. In this webinar, presented by Metrigy CEO and principal analyst Robin Gareiss, you’ll learn:

- What value do customer insights bring to technology decisions?
- How should you use AI today, and what should you plan for tomorrow?
- What are the must-haves for a successful self-service strategy?
- Which applications are supercharging agent productivity?

5 vital changes that will bolster customer success

The popular claim is that AI will augment, not replace, human contact center agents. Thus far, the reality has been neither. The overwhelming majority of customers continue to rely on agents for at least some support inquiries. Nearly 70% of these agents, moreover, are still spending too much time on the manual work AI was supposed to eliminate.

Buzz over generative AI like ChatGPT, however, is spurring optimism that transformation is finally within reach. But what will this AI-driven transformation entail? What are the most valuable use cases? What is the ideal interplay between AI and human ingenuity? What are the biggest risk factors and potential pitfalls?

In this webinar, CCW Digital Principal Analyst Brian Cantor will separate fact-from-fiction in revealing how AI will transform agent experiences – and the contact center at large. Topics include:
- New thoughts on whether agents should be worried about AI taking their jobs.
- The new standard for humanity in today’s CX - and the role AI plays in delivering it.
- Top “pain points” that generative AI can solve right now.
- Redefining the agent role to improve performance and boost employee retention.
- Mistakes that can derail your AI investments.

How generative AI will transform contact center agent experiences

The marketplace is in a constant state of flux, with new products and services becoming commoditized and shifting consumer expectations. For organisations, the challenge is to find new ways of standing out amidst the competition and delivering experiences that are emotionally resonant to customers, employees, and partners.  

Increasingly, the secret sauce is found in delivering digital experiences that provide real-time or near-real-time value. In this era of disruption, while some organizations are boldly disrupting the status quo, others risk being left behind. 

In response to this disruption, leading IT organizations have elevated their role from service provider to business partner with a focus on delivering compelling customer experiences. Increasingly, IT leaders are collaborating with cross-functional partners to assess and evolve business capabilities to meet consumer expectations and leave lasting impact. So how exactly should organizations go about doing this? 

Join Karan Thaker (Lead Strategist, Experience Strategy & Service Design, Northwestern Mutual) for this presentation as he discusses:  
- How to move from being capability-led to experience-led.  
- Strategies for leveraging experience design to disrupt the status quo.  
- How to spot and avoid the common pitfalls.  
- And more....

Realizing digital transformation via disruptive experience design

The global pandemic and continued economic uncertainty that followed it have brought about significant changes to the way businesses understand and practice CX. Finding themselves in an increasingly complex and competitive environment, businesses have been forced to reassess how they operate. This in turn has led to changes in how customers consume products and services, buy products and services, and communicate with businesses. Additionally, there has been an emergence of new technologies, market players, and new priorities for executives and boards. 

Businesses have had to adjust their CX strategies to keep up with these changes, and focus on leveraging customer experience to drive business success is stronger than ever. Whereas companies previously focused on driving operational efficiencies through continuous process improvement projects, the pandemic has shown that organizations that prioritize customer needs and preferences are better equipped to maintain a competitive advantage. 

Understanding and implementing strategies that leverage CX to succeed is more important than ever in today’s rapidly evolving business landscape. Join Mandisa Makubalo (CEO, Unlimited Expereinces SA) to get a roadmap to leverage CX to drive growth and build stronger brand loyalty. 

Topics for discussion include: 
- Redefining business success for today’s highly competitive business world. 
- Implementing CX strategies to fuel long-term business success. 
- Best practices for leveraging your customer experience strategy to drive growth. 
- And more...

Fueling business success: The power of customer experience

When you think of CX what comes to mind? If you’ve asked this question in your company you’re likely to get a hundred different responses. This is the challenge with any selection and positioning of CX investment. Everyone has a view of what it is, its degree of importance and level of investment needed.  

It’s your role as a customer advocate not just to present investment options but to demonstrate the power of the CX story as an internal and external driver of results. In this session, Jermaine Edwards explores strategies to help you overcome this challenge and set clear CX objectives to drive customer loyalty and generate long-term value.  

Key takeaways include:  
- 3 stories every company needs to know to align the business to the importance of CX.  
- 3 powerful CX initiatives to drive customer loyalty and lifetime value. 
- The most important question to ask before you begin any CX initiative.   
- And more...

CX priorities to generate customer lifetime value and business success

In recent years, optimising CX has become a major focus for businesses. Still, most of these initiatives fail to materialise into improvements that customers notice, and in turn are not translating into tangible business results that can demonstrate a clear return on investment.  

Business leaders prioritise metrics like the Net Promoter Score and invest in flashy digital tools, without first understanding what their customers value most. In this session, internationally renowned author and CX and strategy consultant Matt Watkinson provides a roadmap for delivering experiences that live up to the promise and generate real value for both customers and the business.  

Join the session to discover how to: 
- Create exceptional customer experiences that deliver tangible business results. 
- Leverage data and analytics to get a clear understanding of customer expectations and needs. 
- Foster a culture of innovation, continuously testing and iterating experiences to drive better outcomes. 
- And more.. 
 
About the Speaker  
Matt is an internationally renowned author, speaker and consultant on customer experience and strategy. He won the CMI's Management Book of the Year for his first book, ‘The Ten Principles Behind Great Customer Experiences,’ considered by many to be the definitive book on the subject. He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI.  

Matt is the CEO of Methodical, a CX and design studio based in California. He is also a Senior Visiting Fellow at Cass Business School, London and a venture partner at the VC fund Tiller Partners. His third book, Mastering Uncertainty was released in March this year to critical acclaim.

From strategy to execution: Leaders’ guide to a winning CX initiative

In today's competitive marketplace, customer experience has become a crucial factor in driving business success. Positive customer experiences not only lead to increased loyalty and retention but can also help attract new customers through word-of-mouth recommendations. In fact, research shows that customers are willing to pay more for products or services that provide a superior customer experience. 

However, many businesses struggle to effectively engage with their customers and employees, often failing to progress beyond a few small projects. This can result in a loss of momentum and a failure to fully realize the potential of customer experience initiatives.  

In this session CX and EX Special Advisor and Author, Alan Pennington offers practical solutions to help you achieve your CX goals. Join the session to discover: 
- How to build confidence in your CX/EX strategy and avoid common pitfalls.  
- The value of research and data in developing an effective CX/EX strategy. 
- Practical and effective engagement strategies to build customer loyalty.  
- The role of education and training in developing a customer-centric culture. 
- And more... 

About the Speaker 
Alan Pennington is the author of ‘The Customer Experience Book.’ He was Co-founder and Managing Director of market-leading CX Consultancy Mulberry Consulting prior to its sale, and former Deputy Chairman of SuiteCX - the market leading mapping and CX management software firm.

Moving towards your ideal level of customer centricity: Roadmap to CX success

The research is clear; when all other factors are roughly equal, empathy is the biggest driver of active loyalty. Customers who stay longer, buy more, cost less to serve, and consistently prefer you over your competition.

Many organisations have invested in emotional intelligence (EQ) training for their front line staff and it is paying dividends, but they are finding it harder to form and maintain rapport with their customers over digital channels -- after all, bots don’t have feelings.

Yet delivering empathy at scale over digital channels can be done using existing technologies and the results are remarkable.

In this session, you will learn:
- What we mean by empathy.
- The role of emotions in customer experience & behaviour.
- Finding the "moments that matter".
- What it will take to operationalise empathy.
- Putting the value of compassion on the balance sheet.

How delivering empathy at scale transforms the bottom line

Customer Experience Fuels Business Success

Customer Experience

Artificial Intelligence

Customer Loyalty

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Why CX Should Embrace AI

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