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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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Customer Service
When it Comes to Customer Service, the Customer is Not Always Right
Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.