customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Why real-time customer assistance is replacing traditional customer support
Digital tools have made speed and convenience the baseline expectation. Yet when digital self-service hits a wall, most traditional support models still force customers to abandon their active session, hop channels, and start over.
Read Now
.png)
Guided CX
Customer Service
Why Guided CX is changing the way brands support customers
Customer support has gotten faster. But it hasn’t necessarily gotten better.
Guided CX
Customer Service
Cobrowsing vs. screen sharing: which one actually drives better results?
If you support customers online, you’ve probably used screen sharing. It’s been the go-to for years.
Guided CX
Customer Service
Why screen sharing alone isn’t enough for modern customer journeys
Think about the last time you needed help online. Maybe you were trying to fill out a form, reset a password, or check out. You got stuck, so you contacted support. The agent offered to share your screen.
Guided CX
Customer Service
Customers expect help in the moment, not after the fact
Customers expect fast support.
Guided CX
Customer Service
From AI hype to CX reckoning
The Customer Experience reset after the AI surge
.png)
Guided CX
Customer Service
Why omnichannel doesn’t feel seamless to customers
Omnichannel has been one of the most celebrated ideas in customer experience - seamless journeys … connected channels … customers moving effortlessly from chat to phone to email … it sounds great on stage and in slide decks. But customers tell a different story.
Guided CX
Customer Service
Why customers don’t trust AI personalization
When AI personalization backfires in customer experience
Guided CX
Customer Service
Why your CX metrics aren’t telling the truth
On the surface, everything looks great: NPS is up, CSAT scores are climbing, and first-contact resolution is trending in the right direction.