Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The role of Guided CX in financial services: reducing friction in customer journeys
Customers expect fast, easy, and personalized service — especially when it comes to their finances. Yet for many banks, insurance companies, and financial institutions, delivering that experience isn’t always simple. Complex products, confusing online processes, and high-stakes transactions can create friction that frustrates customers and drives them away. That’s where Guided Customer Experience (Guided CX) comes in.
Read Now
How to use data to enhance your customers’ journey
Businesses have access to more data than ever before — and the sea of data is only getting deeper. To be honest, it can be overwhelming. There’s a stampede of data coming at you and you need to lasso the right points that will actually make an impact … but you’re not always sure where to aim.
Net promoter score analysis: A quantitative analysis of its reliability and validity
Why NPS isn’t everything, and what really matters Understanding Net Promoter Score (NPS) The Net Promoter Score (NPS) is a widely embraced metric for gauging customer satisfaction and loyalty. It revolves around a single, straightforward question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?” This question is designed to capture the essence of customer sentiment in a simple yet powerful way.
6 proven strategies to improve your customers’ experience today
Companies are increasingly seeing the vital importance of improving the customer experience. According to a 2022 Broadridge report, 65% of consumers believe brands they do business with need to improve their customer experience, up from 35% in 2019. And of the thousands of consumers surveyed, 77% said they would spend more money with a company that provides a good customer experience.
Add the human touch to web-based chat with Glance
Both customers and agents love interacting via chat. It’s fast, convenient, private, familiar, and can boost agent productivity. Oh, and it can make money. Nearly 80% of businesses say that offering live chat has had a positive effect on sales, revenue, and customer loyalty.
Cobrowse
How to bring human CX to digital spaces
Customers are craving human connection. According to a recent global survey from PWC, 75% of customers want to connect with a person more as technology improves. And while there’s definitely an important place for FAQs, self-help articles, and chatbots — throwing technology at every problem fails to give customers that human connection they want.
CSAT NPS: How Should You Measure Customer Experience?
Customer satisfaction impacts your business in many ways, making it easy to understand why companies invest in measuring the customer experience. Numbers can tell powerful stories, and organizations are spending up to $1.4 million to collect CX metrics — but are they capturing the right data?