Glance Use Cases

Example customers using Glance Guided CX to boost customer satisfaction with digital interactions

• Department of Motor Vehicles in one of the country's largest states helps customers with online renewal and registrations.
• Top 12 City assists business customers seeking and managing work permits with portal account registration, payments, and inspection scheduling. 
• One of the largest pension systems in the U.S. helps teachers register for, navigate, and answer questions about their retirement accounts.
• Top 10 State Department of Administrative Services supports customers across three distinct digital properties: Department of Taxation, Job and Family Services, and a Business Gateway, to register, complete transactions, and submit forms. 
• Top 5 bank in the U.S. helps customers complete online transactions, including opening accounts, depositing checks, applying for loans, and more across multiple domains on desktops and mobile devices.
• A 2.5-million-member health insurance provider enables direct employees and third-party approved brokers to guide the shopping experience and enrollment process for people new to Medicare.

Example improvements in experience metrics

• 20% reduction in average handle time (AHT)
• 10% boost in first contact resolution (FCR)
• 18-point increase in Net Promoter Score(R) (NPS)
• 20% higher customer satisfaction (CSAT)
• 60% reduction in purchase cycle time