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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How to align AI and human expertise for exceptional CX
Artificial intelligence is reshaping how businesses interact with customers — but let’s be honest, AI alone isn’t the magic bullet for customer experience. The best results happen when AI and human expertise work together. AI can automate repetitive tasks, provide insights, and boost efficiency, but it’s the human touch that builds trust and lasting relationships. So how do you strike the right balance? That’s where the AI + Human Maturity Model™ for Customer Experience comes in. This model is a practical guide for businesses looking to assess where they are today, where they can go next, and how to structure their teams to get the most out of AI and human collaboration.
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Customer Service
How to improve customer service in healthcare
Customer service plays an important role in every industry — especially healthcare. You might have the most knowledgeable and skilled providers, but if they aren’t giving patients a positive experience, they won’t be recognized for giving quality care.
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.