Guided CX Insights

AI can do a lot. It can automate workflows, personalize interactions, and even predict customer needs. But when it comes to trust, humans still play the leading role.

Why customers don’t want to share screens Picture this: You’re on a support call, and the agent says, “Can you share your screen?” Suddenly, you hesitate. You start minimizing tabs, closing documents, and double-checking what’s visible. Even if you trust the brand, the idea of letting someone see everything feels invasive.

We’ve all been there. Reaching out to a company not because you want to, but because you need to. Rage clicking, entering “human” or “representative” in a chatbot, or even yelling it into the phone. Thinking to ourselves: “Why can’t I just connect to a person?”

Today’s customer experiences move fast: powered by automation, AI, and digital tools. But even with all that speed, one thing still matters most: human connection. People don’t just want quick answers; they want to feel understood.

AI is changing how customers interact with brands, from chatbots that handle support requests to intelligent tools that anticipate what you need before you even ask.

When it comes to customer experience, there’s no one-size-fits-all. Today’s customers want more than fast service - they want personalized service. They want to feel seen, heard, and supported like a VIP. So how do you deliver that kind of experience, especially in a digital world? The answer lies in Guided Customer Experience (Guided CX) and smart personalization. When you combine the power of human connection with tailored, in-the-moment support, you turn everyday interactions into loyalty-building moments. Let’s break it down.

Most of us live, work, shop, and get help on our mobile devices. But when customers reach out for support on their phones, the experience can feel clunky: toggling between apps, repeating themselves, or struggling to explain what’s on their screen.

Helping customers should feel easy for them and for you. When customers reach out for help, they want fast solutions. But with so many digital tools available, it can be hard to know what to use, and when. Let’s break it down. Here's a quick guide to today’s most common digital support tools and how to choose the right ones - at the right moments - for your team and your customers.

Customers don’t always leave with a bang. Sometimes, they just slip away. No angry emails. No final phone calls. Just silence. In fact, over half of B2B customers send a cancellation notice out of the blue. Maybe they got frustrated trying to complete a task. Maybe they felt lost on your website. Or maybe they simply didn’t feel like you had their back when they needed help most. Whatever the reason, one thing is clear: churn often starts long before the customer actually walks away.