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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
“Empathy” has become a CX buzzword, but customers aren’t feeling it
Being able to see things from the customer’s perspective is foundational to creating great customer experiences (CX).
Cobrowse
Customer Service
The broken feedback loop that creates CX blindspots (and how to close it)
Here’s a tough question: what do your prospects and customers really think about your customer experience (CX)? What does it actually feel like to engage with your business?
Cobrowse
Customer Service
Grow Customer Satisfaction by Practicing Respect in Customer Service
If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.
Cobrowse
Customer Service
10 Ways to Use Customer Service to Say Thanks to Your Customers
There are many reasons for businesses to be thankful to their customers during Thanksgiving, over the holiday season, and throughout the year. Being grateful to your customers should be a central point in your customer service training.
Customer Service
Customer Experience Lessons from Buddy the Elf
Wouldn’t it be great if all customers were like Buddy, the naive character played by Will Ferrell in the popular holiday movie “Elf“? All customer experiences would be completely perfect, as demonstrated in this scene where Buddy stumbles on “The World’s Best Coffee.” Even though the coffee being offered in the clip is clearly sub-par, the sign next to it says it’s the “World’s Best”, so Buddy thinks it must be. It’s a customer service agent’s dream.
Customer Service
10 Stunning Customer Experience Facts
Wondering if investing in creating a great customer experience is worth it? I can tell you from a personal point of view that I’m more likely to purchase from a company that offers me a fantastic customer experience. In fact, I’d go so far as to say I’d pay more for something if I knew it was going to be an above average experience, and I’d both bring repeat business and recommend the company to my friends.
Customer Service
Ten Quotes to Inspire You to Amp Up Customer Experience
As Tom Martin, Glance CEO, said in his epic blog post, we are migrating from customer service to customer care.
Cobrowse
Video
Mind-blowing ROI Statistics to Make Your Business Case for Cobrowse, Screen Share and Agent Video
Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.
Customer Service
Customer Care: Get Pissed Off!
Change is hard. This is no less true in customer care than it is in any other aspect of life.