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Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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Customer Service

Genuine empathy will be mission-critical to CX in 2023

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

Customer Service

Four customer service management trends for 2023 you’ll need to prepare for

Want to deliver outstanding customer service in 2023? You may have to refresh your approach.

Customer Service

The top 5 applications of AI in CX for 2023

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

Customer Service

10 hard-hitting customer service stats (and what to do about them)

It certainly isn’t a boring time to be in customer service. Customer demands are changing. Competition for consumer dollars is peaking. And companies are depending on the customer service team to be the frontline for a differentiating CX. Building the kind of stellar customer service experience that sets your company apart isn’t easy. But it can help to zoom out and see what kind of lessons there are to learn from the wider landscape. To that end, we’ve compiled 10 significant stats that illustrate where customer service is at, where it’s going and what you can do to improve your own. Let’s dive in:

Customer Service

Pandemic-born CX trends with staying power for 2023

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

News

Glance Hires Brian Hays & Chris Duncan to Advance Enterprise Growth of Guided CX™

Key leaders bring decades of experience helping Fortune 1000 companies deploy CCaaS and CX infrastructure solutions WAKEFIELD, Mass. — Glance, the leader in Guided CX solutions, announced today that Brian Hays has joined its leadership team as SVP of Sales, and Chris Duncan has joined as Vice President of Solutions Engineering, to support its growth as the industry-leading enterprise CX solution delivering in-the-moment human guidance in digital spaces.

Customer Service

5 reasons customer satisfaction matters (beyond the obvious)

Groundbreaking news: Making your customers happy is important.

Customer Service

A 5-step action plan to lift your customer satisfaction

“I can’t get no satisfaction:” these are words you’d like to hear at a Rolling Stones concert – but they’re pretty much the last thing you want to hear from a customer.

Insurance

Insurance companies need to digitally transform – and it’s about more than eliminating paperwork

It’s fair to say that insurance doesn’t have the most tech-forward reputation.