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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Where does AI fit in the CX puzzle?
Brands are constantly seeking the magic formula that will propel them to the forefront of customer satisfaction and loyalty. Artificial Intelligence (AI) has emerged as a powerful tool in this quest. Deloitte research finds that nearly 80% of customer service leaders plan to invest in more AI capabilities over the next two years. AI-powered chatbots, virtual assistants, and predictive analytics have become the norm rather than the exception. But is AI really the answer? Yes and no. AI is just one piece of the CX puzzle, and it’s important as we adopt AI in our CX strategies that we treat it as a component, not a cure-all.
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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.
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.
News
Salesforce
Glance Networks Announces Visual Engagement Platform for Salesforce.com’s Service Cloud
The Only Comprehensive Suite That Lets Customers Visually Collaborate With Agents to Improve Online Shopping and Customer Service Experiences ARLINGTON, MA–(Marketwired – Nov 20, 2013) – Glance Networks, a provider known for its simple and secure cobrowsing, screen sharing and agent video solutions, today announced the availability of Glance for Service Cloud, a new platform that provides comprehensive visual engagement services designed to dramatically improve the online customer experience.
News
Salesforce
Glance Networks Announces Visual Engagement Platform for Salesforce.com’s Service Cloud
The Only Comprehensive Suite That Lets Customers Visually Collaborate With Agents to Improve Online Shopping and Customer Service Experiences ARLINGTON, MA–(Marketwired – Nov 20, 2013) – Glance Networks, a provider known for its simple and secure cobrowsing, screen sharing and agent video solutions, today announced the availability of Glance for Service Cloud, a new platform that provides comprehensive visual engagement services designed to dramatically improve the online customer experience.
Customer Service
When it Comes to Customer Service, the Customer is Not Always Right
Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.