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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
What Amazon and Delta taught us about guided digital journeys
If you’ve ever ordered something from Amazon or taken a flight with Delta, you’ve experienced what great guidance feels like … often without realizing it. Both brands have mastered the art of anticipating needs, smoothing out friction, and making every interaction feel personal.
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Video
How to boost customer retention with “face-to-face” digital CX
The COVID-19 pandemic reshaped the way businesses interact with their customers. In-person meetings and traditional face-to-face interactions took a backseat, compelling companies to quickly adapt and reimagine their customer experience (CX) strategies. As a result, businesses embraced digital solutions that simulate the personal touch and intimacy of in-person interactions. These “face-to-face” digital CX initiatives not only bridged the gap caused by physical restrictions but also proved to be effective in enhancing customer retention.
Financial Services
The Importance of Customer Centered Design in Digital Banking
Digital banking has entered a realm of no return, propelling forward with unstoppable force. For years, the winds of change have been accelerating toward complete digitalization, as customers demand and expect faster, more diverse service options. Those who are embracing change are rising to the top: According to Forrester, 35% of global banking executives report successful progress with their digital initiatives and related buying decisions.
Case Study
Unlocking Success: A Customer Experience Case Study in Guided CX
In today’s competitive business landscape, providing an exceptional customer experience is no longer a luxury but a necessity. Customer experience initiatives have proven beneficial across various industries, from banking to e-commerce, showcasing the universal importance of CX. As customers increasingly expect personalized and efficient interactions, companies are turning to guided customer experience (CX) solutions to deliver seamless and satisfying experiences. Guided CX goes beyond traditional methods by leveraging innovative technologies that allow agents to visually guide customers through their journey, addressing their needs in real-time. Leading enterprises are leveraging guided CX to achieve success — but how? What does that experience look like? And what are these leading brands accomplishing through guided CX technology?
Salesforce
Glance for Salesforce: The power duo
Peanut butter and jelly. Batman and Robin. Tacos and Tuesdays. Some things just go better together — like Salesforce and Glance.
Effortless digital transformation: Leading with process & technology
KT Ellis, Senior IT Product Manager at Dutchie, has been working to support CX organizations for more than 20 years, mostly in the SaaS space. In their current role at Dutchie, they act as a strategic partner, leading system/capability roadmap planning and using data to tell stories and make decisions. They partner with business leaders and the engineering team to drive improvements, automations, and enhancements and actively look for ways to scale. In every interaction, they strive to actively listen, surface disconnects, re-frame problems, and push boundaries.
Maximizing the potential of AI with a customer-first CX approach
The CX industry is buzzing about artificial intelligence (AI). ChatGPT brought AI to the forefront of people’s minds overnight, and the technology went from experimentation to providing real business value in a flash. AI-powered technologies are poised to disrupt industries — profoundly and quickly — but many are proceeding with caution amidst security and ethical concerns.