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
Digital customer service 101
Your virtual customer support team is the backbone of your organization. They likely spend more time interacting with your customers than anyone else. They understand their issues, solve their problems, and play a starring role in brand perception.
Future-proofing your digital customer service tech stack
There are countless tools and technologies in the marketplace that promise to streamline processes, save time, and help provide a better experience for your customers and employees. When selecting your customer service tech stack, there’s a lot to consider — not only how it will impact your customer service now, but also how it will continue to add value in the future.
SaaS
Why SaaS onboarding is different – and how you can improve it
It’s not exactly a bombshell revelation that customer onboarding is incredibly important. It’s a wellspring for improved support metrics, it builds relationships, and it makes for happier, more engaged users. What isn’t so obvious is why customer onboarding is arguably more important for SaaS companies than it is for other tech companies.
Onboarding
Customer onboarding is evolving. (And it matters more than ever)
Let’s say you’re selling a product that’s simple to use: sneakers, for example. You can rest assured that once a customer has those sneakers, they won’t need to be taught how to use them. (Although you may want to put a shoelace-tying tutorial on your website, just in case.)
What should be in your healthcare CX tech stack?
Today’s customer expects a seamless, intuitive experience. A digital patient experience is no longer negotiable, and making your healthcare CX frictionless requires a highly integrated and carefully orchestrated ecosystem of technologies and processes.
SaaS
Customer Service
How to improve SaaS customer success today
Customer success is a growing field that SaaS CX professionals are adopting. It’s easy to see why. Focusing on SaaS customer success can improve the customer experience, increase product adoption, lower churn rate, increase loyalty from both customers and employees, and boost revenue.
SaaS
Customer Service
How to make SaaS customer support outstanding
In a SaaS company, providing great support is the key to your growth and success.
Why a digital patient experience is no longer negotiable
The pandemic accelerated digital growth in the healthcare industry. A strong digital patient experience used to be a “nice to have,” but now it’s essential. As healthcare consumer preferences change and innovations are embraced, healthcare organizations who don’t rise to the occasion will face challenges.