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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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Cobrowse
Salesforce
Top Four Reasons to Get Excited About Attending #Dreamforce
I am really looking forward to Dreamforce. Of course, it’s a great place to meet people on the cutting edge, who understand the value that integrating co-browsing, screen sharing, agent video and more can bring to their Salesforce implementations.
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. Most customers have drastically changed their expectations, and brands must step up to meet the need or risk being left behind. In the post-pandemic landscape, companies must adapt their customer service, marketing, and digital experiences to meet the heightened demands of consumers.
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?”