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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Customer engagement in the digital age: challenges and solutions
Keeping customers engaged in today’s digital world can be tough. With so many options available at the click of a button, it’s more important than ever to differentiate yourself, provide memorable experiences, and build strong relationships with your customers. Let’s explore some of today’s top challenges in customer engagement and the solutions you can use to overcome them and thrive.
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Customer Service
Top Three Ways Companies Are Changing to Meet Customers’ Requirements
Customers are still human beings. Sometimes, in this day and age of mountains of data, it’s easy for companies to lose track of that seemingly obvious fact.
Cobrowse
Cobrowse and Screen Share: Are You Ready to Get On Board?
From Apple to Amazon, business leaders are using visual engagement solutions to bring sales, support, and customer experience to the next level. Solutions that integrate screen sharing, co-browsing, agent video, and more enable businesses to humanize the online experience in order to create stronger, deeper customer relationships.
Customer Service
Are your customer service agents better than my smartphone?
Part of my job is to research customer service, online commerce, and the ongoing technology investment required for retailers to make the jump from offline to online. You see it everywhere from customer service agents to the customers themselves – we’re truly on the verge of amazing change.
Customer Service
How the pandemic has changed digital customer experience for good
The pandemic has been a driving force for change in the way we live, work, and interact with one another. Customer expectations have drastically changed, and brands must step up to meet the need or risk being left behind.
Customer Service
What a Customer Effort Score Is All About
There’s no one ingredient to cultivating customer loyalty. But a lot of it comes down to a simple question: “How hard are you making them work for what they want?”
Customer Service
Empathy: the Heart of Digital CX
You don’t know much about the person visiting your website. With all of the hours we spend on market research — understanding customer needs and preferences and pain points — it’s easy to forget that. But inevitably, we only end up with a portrait of the people we want to engage with — and most of the time, that template rarely fits to the actual, unique individuals that are our customers. Why does this matter? Because that gap between customer persona and real person can be a big one. Companies that forget there’s a difference can end up selling to the persona and missing the biggest opportunity in digital: making the whole experience feel human. And succeeding there starts with empathy.