Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Spring cleaning your customer support strategy: how Guided CX streamlines digital interactions
Spring is in the air — and while you might be thinking about clearing out closets or organizing the garage, there’s another area that could use some tidying up: your customer support strategy. Let’s be real: digital customer experiences can get cluttered. Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents. But here’s the good news: with a little spring cleaning and the right approach, you can freshen things up and create smoother, more human support experiences. Enter Guided Customer Experience (Guided CX)—your not-so-secret weapon for streamlining support and delighting customers.
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Case Study
Unlocking Success: A Customer Experience Case Study in Guided CX
In today’s competitive business landscape, providing an exceptional customer experience is no longer a luxury but a necessity. Customer experience initiatives have proven beneficial across various industries, from banking to e-commerce, showcasing the universal importance of CX. As customers increasingly expect personalized and efficient interactions, companies are turning to guided customer experience (CX) solutions to deliver seamless and satisfying experiences. Guided CX goes beyond traditional methods by leveraging innovative technologies that allow agents to visually guide customers through their journey, addressing their needs in real-time. Leading enterprises are leveraging guided CX to achieve success — but how? What does that experience look like? And what are these leading brands accomplishing through guided CX technology?
Salesforce
Glance for Salesforce: The power duo
Peanut butter and jelly. Batman and Robin. Tacos and Tuesdays. Some things just go better together — like Salesforce and Glance.
Effortless digital transformation: Leading with process & technology
KT Ellis, Senior IT Product Manager at Dutchie, has been working to support CX organizations for more than 20 years, mostly in the SaaS space. In their current role at Dutchie, they act as a strategic partner, leading system/capability roadmap planning and using data to tell stories and make decisions. They partner with business leaders and the engineering team to drive improvements, automations, and enhancements and actively look for ways to scale. In every interaction, they strive to actively listen, surface disconnects, re-frame problems, and push boundaries.
Maximizing the potential of AI with a customer-first CX approach
The CX industry is buzzing about artificial intelligence (AI). ChatGPT brought AI to the forefront of people’s minds overnight, and the technology went from experimentation to providing real business value in a flash. AI-powered technologies are poised to disrupt industries — profoundly and quickly — but many are proceeding with caution amidst security and ethical concerns.
How to optimize the right digital touchpoints for better CX
Providing great customer experiences is about delivering “convenient, empowering, and emotional experiences,” according to a recent Forrester report. The best way to do that? Choose the right digital touchpoints, and optimize them to best fit your customer’s needs.
Guided CX in retail: Use cases that offer meaningful differentiation
The retail industry is fiercely competitive. Customer experience (CX) is a top priority for retailers looking to differentiate themselves and drive brand loyalty. And when it comes to the digital customer journey, Guided CX is empowering retail brands to create meaningful connections and experiences.
