Guided CX Insights

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

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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.

Customer Service

5 Customer-Centric Attributes To Look For In Your Next Employer

This guest post is written by Ben Motteram, customer service expert and Founder and Principal, CXpert.

Customer Service

Customer Service Excellence: REI

Customer experience in the omnichannel world is a challenge. In fact, for 67% of businesses, improving customer service is one of the top priorities.


3 Reasons to Lengthen Your Healthcare Customer Service Calls

The phone still rules when it comes to complex customer service questions and problems. In fact, 46% of customers prefer to get support on complicated issues via phone.

Customer Service

Customer Service Excellence: Crutchfield Corporation

Although the value of good customer service is clear, not every company places customer service at the center of its business. In fact, according to a recent survey by SocialBakers, out of 37 countries whose question response rate was tracked on Twitter, the US ranks 33rd – nearly at the very bottom.

Customer Service

Customer Service is Everyone’s Job

It’s time to stop looking at customer service as a position that touches the contact center alone. A true customer service oriented organization recognizes that all employees need to incorporate the customer viewpoint into their jobs.