Guided CX Insights

In customer service, staying ahead means not just meeting but exceeding customer expectations. One powerful way to achieve this is by integrating advanced contact center solutions — technology and software designed to manage and improve customer interactions. These solutions aim to enhance the efficiency and effectiveness of customer service operations within a contact center, ensuring a seamless and satisfying experience for both customers and agents. Here’s how you can integrate these solutions to improve customer engagement.

Designing a customer journey map gives businesses a visual representation of the customer’s interactions, emotions, and touchpoints throughout their entire experience with a product or service. It should reflect the customer’s perspective and help teams identify friction points, enhance service, and deepen engagement across touchpoints.

Ever feel like you’re juggling the expectations of your product, marketing, sales, and customer success teams while trying to keep your customers happy? It might seem like a daunting task, but Guided CX makes it possible. Let’s explore how you can satisfy all your stakeholders and exceed customer expectations with this approach.

The buzzword on everyone’s lips is AI. It’s no longer just a hot topic; it’s an adopted technology making waves in the industry. Two-thirds of insurance companies plan to invest $10 million or more in AI and automation technologies over the next three years. From streamlining back-end processes to enhancing customer interactions, AI is reshaping the insurance customer experience (CX). Modern enterprises in insurance are launching digital transformation projects and adopting digital-first strategies to stay competitive in a rapidly evolving marketplace. But how can you make sure your organization stands out in this AI-driven world? Let’s dive in!

Customer expectations are higher than ever. People want quick, efficient, and personalized support, regardless of whether they're interacting with a digital platform or calling a traditional contact center. Unfortunately, many contact centers still face significant challenges that hinder their ability to meet these demands. The stakes are high and the competition is fierce: two-thirds of companies are now competing on customer experience. The combination of digital tools and a strong human connection can set a company apart. Let's explore the current state of contact centers, the potential of digital customer experience (CX) solutions, and how human connection remains the vital link between the two.

Insurance leaders face the challenge of not only attracting but also retaining customers. With the ease of switching providers thanks to digital onboarding and online rate comparisons, customer experience (CX) becomes a pivotal factor in ensuring customer loyalty and driving business growth. Here’s how insurance companies can enhance their CX strategies to align with and adapt to their customers' evolving needs.

People are using insurance mobile apps more than ever before. According to a study by Accenture, 37% of consumers engage with their insurers through mobile apps or websites on a monthly basis. But when it comes to major moments in their journey, apps are often failing to provide the level of support that customers need.

Can you imagine if your customers were 97% satisfied with their online interactions and were saying things like: “Very innovative, very user friendly.” “Cobrowse made me feel secure and safe about making a transaction on the phone. Thank you very much.” “Cobrowse dramatically reduced the time for completing my lengthy and complicated banking transactions.” “I felt like I mattered. I was helped to understand where my account was and it helped me with future decisions.” “Simple and gives peace of mind that [the bank] cares unconditionally.” Those are real quotes from customers of a major US bank who leverage cobrowsing technology to transform their digital banking experience. Let’s take a look at what led them down this path and how they leveraged cobrowsing technology to boost satisfaction.

In the world of insurance, it's easy to get caught up in the numbers, policies, and premiums. But at its core, insurance is about much more than financial transactions — it's about impacting people's lives in meaningful ways. Customers have more options than ever and switching insurers is easier than changing a lightbulb. According to a Forrester report, only 26% of US online adults say that their insurer's customer experience meets their expectations, and a concerning 13% feel loyalty toward their insurer. So what can insurers do to change those statistics? The key lies in understanding and embracing the human side of the equation. Empathy is the missing pillar of insurance CX, and insurers who embrace this principle above all else will earn their customer's loyalty.