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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
AI + human = the winning formula for trust in customer experience
AI can do a lot. It can automate workflows, personalize interactions, and even predict customer needs. But when it comes to trust, humans still play the leading role.
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Future-proofing your digital customer service tech stack
There are countless tools and technologies in the marketplace that promise to streamline processes, save time, and help provide a better experience for your customers and employees. When selecting your customer service tech stack, there’s a lot to consider — not only how it will impact your customer service now, but also how it will continue to add value in the future.
SaaS
Why SaaS onboarding is different – and how you can improve it
It’s not exactly a bombshell revelation that customer onboarding is incredibly important. It’s a wellspring for improved support metrics, it builds relationships, and it makes for happier, more engaged users. What isn’t so obvious is why customer onboarding is arguably more important for SaaS companies than it is for other tech companies.
Onboarding
Customer onboarding is evolving. (And it matters more than ever)
Let’s say you’re selling a product that’s simple to use: sneakers, for example. You can rest assured that once a customer has those sneakers, they won’t need to be taught how to use them. (Although you may want to put a shoelace-tying tutorial on your website, just in case.)
What should be in your healthcare CX tech stack?
Today’s customer expects a seamless, intuitive experience. A digital patient experience is no longer negotiable, and making your healthcare CX frictionless requires a highly integrated and carefully orchestrated ecosystem of technologies and processes.
SaaS
Customer Service
How to improve SaaS customer success today
Customer success is a growing field that SaaS CX professionals are adopting. It’s easy to see why. Focusing on SaaS customer success can improve the customer experience, increase product adoption, lower churn rate, increase loyalty from both customers and employees, and boost revenue.
SaaS
Customer Service
How to make SaaS customer support outstanding
In a SaaS company, providing great support is the key to your growth and success.
Why a digital patient experience is no longer negotiable
The pandemic accelerated digital growth in the healthcare industry. A strong digital patient experience used to be a “nice to have,” but now it’s essential. As healthcare consumer preferences change and innovations are embraced, healthcare organizations who don’t rise to the occasion will face challenges.
Customer Service
Healthcare customer experience trends for 2023
Technology, a global pandemic, the adopting of patient-centered care, and evolving consumer demands are transforming every aspect of healthcare. As the dust of 2020 settles (yes, that was two years ago), we can see trends starting to emerge in the industry. In 2022, there’s a renewed focus on the end-to-end healthcare customer journey, and healthcare organizations that invest in CX can better meet today’s needs and prepare for tomorrow’s challenges.