Empowering human connection through collaboration
Incorporating a consultative approach helped clients of Glance understand the unique ways they could leverage Guided CX technology to improve the experiences they deliver to the people they serve.
Client challenge
This Customer Experience product embeds human connection into digital experiences with visual collaboration tools like video chat, cobrowse, screenshare, and docshare for well-known brands in the finance, health, retail, and technology industries.
When customers need help along a digital journey, the platform lets them connect personally with company representatives. With so many different ways to use its features and capabilities, this technology organization sought a collaborative approach to working with its clients: co-creating high-impact digital journeys and realizing value together.
Transform together
Beneficent led consultative workshops with the C-suite from both the vendor and its top enterprise clients. The result? Customer journey maps representing customer personas, their goals and tasks, their pain points, and the value derived from the solution, plus a complete taxonomy to define them.
This new framework at the intersection of industry needs and product capabilities created a blueprint that helped transform the provider’s marketing, sales, and customer success approaches. Transitioning from feature-focused demonstrations into value-based consultative engagements enables vendor and client to solve unique, industry-specific CX challenges together
Outcomes & benefits
1. Experience playbooks for priority industries
Each detailed customer journey map includes personas, pain points, and CX gaps addressed by the platform. A complete taxonomy and design template ensures the framework can scale.
2. Consultative client workshop blueprint
Sales and customer success teams can facilitate value-based discussions with clients, map digital journeys together, and analyze gaps where the platform can improve CX and drive ROI.
3. Cross-functional alignment
The Experience Playbook informs consultative selling, account growth plans, marketing content, and product requirements for better cross-functional alignment and strategic business impact.
Experience Matters
Challenges:
Demonstrate the value of better CX
Address CX pain points across industries
Align sales, marketing, and growth teams
Strategic focus for a suite of products
Results:
Digital customer journey blueprints
Clear industry-level product capabilities
Better cross-functional alignment
Co-create value with consultative selling
Tom Martin
CEO, Glance
“This new experience consulting resource Beneficent has provided is helping to align our teams around the capabilities, ROI, and new digital journeys enabled by our platform in each key vertical. It has already improved the way we co-create value with our enterprise customers.”