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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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Why customers don’t want to share screens – and how cobrowse builds instant trust instead
Why customers don’t want to share screens Picture this: You’re on a support call, and the agent says, “Can you share your screen?” Suddenly, you hesitate. You start minimizing tabs, closing documents, and double-checking what’s visible. Even if you trust the brand, the idea of letting someone see everything feels invasive.
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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 Well, that’s an over-simplistic view that may now be more than a little outdated.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.
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Guided CX
The pursuit of truly connected customer journeys in 2024
2024 is poised to be a pivotal year in the world of customer experience (CX). Businesses are moving beyond the mere appearance of connected customer journeys to create intentionally coordinated experiences across various channels, focusing on connecting customer journeys to enhance personalization and customer loyalty. This shift is aimed at providing more cohesive and satisfying customer experiences. Let’s take a look at this transformation: what it means, why it’s important, and changes you can implement now to set your organization up for CX success.
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Guided CX
4 reasons people still want human interaction in the age of AI
In an age dominated by AI and technology, the significance of human interaction remains evident, as highlighted by these statistics: 64% of consumers want brands to connect with them (Sprout Social). 75% of customers desire more interactions with real people as technology advances (PWC). Two-thirds of consumers who believe a business cares about their emotional state will likely become repeat customers (Zendesk). At a psychological level, people want and need human connection, especially in this age of AI. But not just any connection. We know that when it comes to the customer experience (CX), there’s a lot that goes into a meaningful interaction. As social creatures, humans inherently seek out these connections to foster relationships, community, and personal well-being. Let’s take a look at four reasons people still want human interaction in their customer journey.