Guided CX Insights

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

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Visual Customer Service Sets You Apart From the Competition

Visual customer service. If you haven’t considered, maybe it’s time you changed that.

Top 5 Essentials for Preparing for Dreamforce

Dreamforce will soon be upon us. The event is a fantastic combination of Disney-like moments of wonder, university-like education, and parties like you’ve never seen.

Customer Service

Customer Service: Pretty Please Get it Right the First Time

This guest post is written by Jeremy Watkin, Head of Quality at and co-founder of


All I Ever Needed to Know I Learned in Customer Service

A company’s brand is a promise. Behind that promise are the people who are working to deliver on it every day through personal relationships with customers.

Customer Service

5 Must-Read Customer Service Blogs

I am, of course, a big fan of the Glance blog when it comes to customer service advice. But far be it from me to think that we are the only ones out there.


Customer Service: 4 Ways to Reduce Effort

As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you are a customer service oriented organization. After all, 58% of online customers will spend more on companies that provide excellent customer service.


Chat + Cobrowse: In-Person Experiences For Retail Mobile Customers

This guest post was written by David Lowy, Vice President Product Management at Moxie, which provides solutions for companies to anticipate intent, connect in real-time and engage with customers to increase total customer value.

Customer Service

Customer Service Excellence: Virgin America

According to Gartner, by 2016, 89% of companies expect to compete mostly on the basis of customer experience. That means that if you aren’t already investing in the tools you need to produce an excellent customer experience, you are rapidly falling behind.

Relationship Marketing: The Key to Maximizing Brand Loyalty

All customers have one thing in common: they make purchasing decisions based on their existing emotional standards (Aitchison 2004, 26). These standards are subjective: mothers might want to nurture their children, men might want better cars to enhance their image, executives might want to enjoy exclusive benefits, and so on.