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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The loyalty formula: personalization + Guided CX
When it comes to customer experience, there’s no one-size-fits-all. Today’s customers want more than fast service - they want personalized service. They want to feel seen, heard, and supported like a VIP. So how do you deliver that kind of experience, especially in a digital world? The answer lies in Guided Customer Experience (Guided CX) and smart personalization. When you combine the power of human connection with tailored, in-the-moment support, you turn everyday interactions into loyalty-building moments. Let’s break it down.
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Customer Service
2023 CX trends to watch in financial services
Banking and financial services are undergoing a drastic transformation. The customer experience in 2023 looks a lot different from just five years ago, and finance CX leadership must keep up with evolving customer expectations and market trends to stay competitive. Here’s a look at four key trends and predictions in finance CX to know now. Be sure to download our 2023 CX trends infographic for a summary you can reference and share with your team.
Customer Service
Four skills to develop in your customer service team in hard times
If you’re in customer service management, being able to lead your team through tough times isn’t exactly on the job application. But as we head into a potential economic downturn on the heels of a pandemic, we’re thinking it probably should be.
Customer Service
Genuine empathy will be mission-critical to CX in 2023
This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.
Customer Service
Four customer service management trends for 2023 you’ll need to prepare for
Want to deliver outstanding customer service in 2023? You may have to refresh your approach.
Customer Service
The top 5 applications of AI in CX for 2023
This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.
Customer Service
10 hard-hitting customer service stats (and what to do about them)
It certainly isn’t a boring time to be in customer service. Customer demands are changing. Competition for consumer dollars is peaking. And companies are depending on the customer service team to be the frontline for a differentiating CX. Building the kind of stellar customer service experience that sets your company apart isn’t easy. But it can help to zoom out and see what kind of lessons there are to learn from the wider landscape. To that end, we’ve compiled 10 significant stats that illustrate where customer service is at, where it’s going and what you can do to improve your own. Let’s dive in:
Customer Service
Pandemic-born CX trends with staying power for 2023
This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.
News
Glance Hires Brian Hays & Chris Duncan to Advance Enterprise Growth of Guided CX™
Key leaders bring decades of experience helping Fortune 1000 companies deploy CCaaS and CX infrastructure solutions WAKEFIELD, Mass. — Glance, the leader in Guided CX solutions, announced today that Brian Hays has joined its leadership team as SVP of Sales, and Chris Duncan has joined as Vice President of Solutions Engineering, to support its growth as the industry-leading enterprise CX solution delivering in-the-moment human guidance in digital spaces.
Customer Service
5 reasons customer satisfaction matters (beyond the obvious)
Groundbreaking news: Making your customers happy is important.