customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The AI handoff is broken. Here’s what a better customer journey looks like
A customer has already explained the problem. They’ve answered the AI assistant’s questions, tried its suggestions, and reached a point where they need a person.
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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.