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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Customer experience in the AI era
Customer experience (CX) is evolving at an incredible pace, and AI is at the heart of this transformation. Just look at these eye-opening numbers: The global AI in CX market is expected to skyrocket from $10.5 billion in 2023 to $76.7 billion by 2033 (market.us). 92% of companies report improved response times thanks to AI, and 83% say it's easier to address customer needs (Hubspot). With AI reshaping CX, it’s no longer a matter of if businesses should adopt it, but rather how effectively they can integrate AI with human support to create smooth, meaningful customer experiences.
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Cobrowse
Customer Service
Visual Customer Service Sets You Apart From the Competition
Visual customer service. If you haven’t considered, maybe it’s time you changed that.
Customer Service
Customer Service: Pretty Please Get it Right the First Time
This guest post is written by Jeremy Watkin, Head of Quality at GoFCR.com and co-founder of CommunicateBetterBlog.com.
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Customer Service
All I Ever Needed to Know I Learned in Customer Service
A company’s brand is a promise. Behind that promise are the people who are working to deliver on it every day through personal relationships with customers.
Customer Service
5 Must-Read Customer Service Blogs
I am, of course, a big fan of the Glance blog when it comes to customer service advice. But far be it from me to think that we are the only ones out there.
Cobrowse
Customer Service
Customer Service: 4 Ways to Reduce Effort
As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you are a customer service oriented organization. After all, 58% of online customers will spend more on companies that provide excellent customer service.
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Customer Service
Chat + Cobrowse: In-Person Experiences For Retail Mobile Customers
This guest post was written by David Lowy, Vice President Product Management at Moxie, which provides solutions for companies to anticipate intent, connect in real-time and engage with customers to increase total customer value.
Customer Service
Customer Service Excellence: Virgin America
According to Gartner, by 2016, 89% of companies expect to compete mostly on the basis of customer experience. That means that if you aren’t already investing in the tools you need to produce an excellent customer experience, you are rapidly falling behind.
Relationship Marketing: The Key to Maximizing Brand Loyalty
All customers have one thing in common: they make purchasing decisions based on their existing emotional standards (Aitchison 2004, 26). These standards are subjective: mothers might want to nurture their children, men might want better cars to enhance their image, executives might want to enjoy exclusive benefits, and so on.