Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Measuring what matters in 2025
Using a one-size-fits-all approach to metrics is like trying to fit a square peg into a round hole. Every organization is unique, with distinct goals, customer expectations, and operational challenges. So why should your metrics be any different? Traditional metrics like Average Handle Time (AHT) have their place, but they don’t always capture the full picture. As customer needs evolve and businesses prioritize different aspects of the customer experience, the focus is shifting toward measuring what truly matters for your organization and your customers.
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Customer Service
The importance of empathy when delivering exceptional customer service
Technology has completely transformed the call center … but is it for the better? In some ways, yes. But as we’ve embraced more and more technology, we’ve lost sight of arguably the most important aspect of customer service: empathy.
Case Study
Real-world insights on how to use guided customer support to improve CX
Customer expectations are at an all-time high. Customers expect brands to use a high level of technology … but they also demand human connection. In response, more companies are starting to use what’s known as guided customer support, or Guided CX, combining the powers of both technology and humanity to deliver a standout customer experience.
Become a customer loyalty generator series: Make every interaction count
Loyal customers are happy customers. They have an emotional connection to your brand and are eager to share their positive experiences with others. They also contribute more to your bottom line: they spend more and it costs five times as much to attract a new customer than to keep an existing one.
News
Glance shares trends and predictions for CX in 2023
Report combines industry insights with actionable recommendations As enterprises face increasing competition and shrinking resources, the need for exceptional customer experiences has become critical for success. To help businesses navigate this rapidly changing landscape, Glance has released a new report, “2023 CX Trends and Predictions: Seeking Stability.”
Cobrowse
Higher education needs a CX mindset shift
College enrollment has been declining since 2010. Today’s teens are questioning the value of a college education. They hear about poor college experiences from friends and peers, and meanwhile social media shows them promise of success from self-made millionaires who opted not to pursue higher education.
How to use data to enhance your customers’ journey
Businesses have access to more data than ever before — and the sea of data is only getting deeper. To be honest, it can be overwhelming. There’s a stampede of data coming at you and you need to lasso the right points that will actually make an impact … but you’re not always sure where to aim.
Net promoter score analysis: A quantitative analysis of its reliability and validity
Why NPS isn’t everything, and what really matters Understanding Net Promoter Score (NPS) The Net Promoter Score (NPS) is a widely embraced metric for gauging customer satisfaction and loyalty. It revolves around a single, straightforward question: “On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?” This question is designed to capture the essence of customer sentiment in a simple yet powerful way.
6 proven strategies to improve your customers’ experience today
Companies are increasingly seeing the vital importance of improving the customer experience. According to a 2022 Broadridge report, 65% of consumers believe brands they do business with need to improve their customer experience, up from 35% in 2019. And of the thousands of consumers surveyed, 77% said they would spend more money with a company that provides a good customer experience.