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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Guided CX
Customer Service
Faster isn’t friendlier
Why instant answers are making customer experience worse
Guided CX
Customer Service
The real AI bias is against customers
AI was supposed to make customer service easier. Faster answers. Less friction. Fewer headaches.
Guided CX
Customer Service
Cobrowsing and AI: the hybrid customer experience of the future
Today’s customers expect more than quick answers - they expect meaningful, human experiences. While AI can deliver instant insights and automate routine interactions, it can’t replace the empathy and understanding that come from real human connection. That’s why the most forward-thinking companies aren’t choosing between AI and people - they’re combining them.
Guided CX
Customer Service
What Amazon and Delta taught us about guided digital journeys
If you’ve ever ordered something from Amazon or taken a flight with Delta, you’ve experienced what great guidance feels like … often without realizing it. Both brands have mastered the art of anticipating needs, smoothing out friction, and making every interaction feel personal.
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Guided CX
Customer Service
Fixing the insurance experience: why Guided CX beats DIY portals
Filing a claim. Updating your policy. Adding a new driver.
Guided CX
Customer Service
AI + human = the winning formula for trust in customer experience
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.
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Guided CX
Customer Service
Why customers don’t want to share screens – and how cobrowse builds instant trust instead
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.
Guided CX
Customer Service
Smart transfers: using AI to intelligently connect customers to human experts
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?”
Guided CX
Customer Service
The human side of digital CX: how cobrowsing keeps empathy in the loop
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.