Guided CX Insights

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

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Keeping the Human in Customer Service

This guest post is written by Al Hopper – marketing, customer service, and social media expert, named as one of the Top 100 Most Social Customer Service Pros on Twitter in 2013 in the Huffington Post and a Top 50 Contact Center Thought Leader in 2014 by ICMI.


Bring Sunshine to Your Customers Through Great Customer Service

When the sun is shining, it’s hard to stay upset. Except if a new purchase isn’t working the way it’s supposed to. Or if software is experiencing a glitch. Or if customers don’t understand how to use the new solution they spent all that money on. Or if your customers have billing questions. That’s when you need to up your customer service game.


3 Words Good Customer Service Agents Never Say

This guest post was written by Elise Keith, co-founder of Lucid Meetings, a complete online system for running business meetings with your team and clients.


Why is the Service in Customer Service Failing?

There’s no denying that customer service can play a huge role in differentiating online businesses. Even with all the self-service options available, Forrester has discovered that 45% of buyers require person-to-person contact.

Customer Service

Happy Contact Center Agents Equal Happy Customers

Ignore your contact center agents at your peril. Taking care of customer service agents is expensive. However, not taking care of them costs far more.

Customer Service

4 Ways to Make Technical Support Easier

As a customer, your goal when buying a new technology is simple: you want it to work as promised. You want the experience to be easy and straightforward, and you want the technology to provide you with the benefits you were offered during the selling process.

Customer Service

Ten Tips for Stellar Online Customer Service

Customer support can be a costly proposition to companies. However, providing a solid online customer service structure will stop customer erosion and add long-term repeat customers.

Customer Service

The Online Customer Service Landscape

The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.


Customer Experience: Show Customers Love at Every Stage

Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. In business, that translates into providing a great customer experience.