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Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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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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Cobrowse Video Customer Service Salesforce Customer Service

Cobrowse

Cobrowse Video

Mind-blowing ROI Statistics to Make Your Business Case for Cobrowse, Screen Share and Agent Video

Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.

Customer Service

Customer Service

Customer Care: Get Pissed Off!

Change is hard. This is no less true in customer care than it is in any other aspect of life.

Cobrowse

Cobrowse Salesforce

Top Four Reasons to Get Excited About Attending #Dreamforce

I am really looking forward to Dreamforce. Of course, it’s a great place to meet people on the cutting edge, who understand the value that integrating co-browsing, screen sharing, agent video and more can bring to their Salesforce implementations.

Retail’s Great Digital Divide

I’ve come away from the last 2 weeks of mega retail events (NRF14 and OR14) with a very clear impression—there is an ever-widening crevasse forming between retailers and their frenemies in manufacturing. In fact, retail’s great divide keeps growing.

Coffee, Call Center Scripts and Customer Experience

When you’re training call center agents on their new sales scripts, be sure to make genuine conversation, collaboration, and rapport top priorities.

Customer Service

Customer Service

Top Three Ways Companies Are Changing to Meet Customers’ Requirements

Customers are still human beings. Sometimes, in this day and age of mountains of data, it’s easy for companies to lose track of that seemingly obvious fact.

Cobrowse

Cobrowse

Cobrowse and Screen Share: Are You Ready to Get On Board?

From Apple to Amazon, business leaders are using visual engagement solutions to bring sales, support, and customer experience to the next level. Solutions that integrate screen sharing, co-browsing, agent video, and more enable businesses to humanize the online experience in order to create stronger, deeper customer relationships.

The Importance of Humanization in Online Customer Experience

Having a great online customer experience is key for me. I have four children, one dog, five fish, a large garden, and of course I work.

Customer Service

Customer Service

Are your customer service agents better than my smartphone?

Part of my job is to research customer service, online commerce, and the ongoing technology investment required for retailers to make the jump from offline to online. You see it everywhere from customer service agents to the customers themselves – we’re truly on the verge of amazing change.