customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How to align AI and human expertise for exceptional CX
Artificial intelligence is reshaping how businesses interact with customers — but let’s be honest, AI alone isn’t the magic bullet for customer experience. The best results happen when AI and human expertise work together. AI can automate repetitive tasks, provide insights, and boost efficiency, but it’s the human touch that builds trust and lasting relationships. So how do you strike the right balance? That’s where the AI + Human Maturity Model™ for Customer Experience comes in. This model is a practical guide for businesses looking to assess where they are today, where they can go next, and how to structure their teams to get the most out of AI and human collaboration.
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SaaS
Customer Service
How to improve SaaS customer success today
Customer success is a growing field that SaaS CX professionals are adopting. It’s easy to see why. Focusing on SaaS customer success can improve the customer experience, increase product adoption, lower churn rate, increase loyalty from both customers and employees, and boost revenue.
SaaS
Customer Service
How to make SaaS customer support outstanding
In a SaaS company, providing great support is the key to your growth and success.
Customer Service
Healthcare customer experience trends for 2023
Technology, a global pandemic, the adopting of patient-centered care, and evolving consumer demands are transforming every aspect of healthcare. As the dust of 2020 settles (yes, that was two years ago), we can see trends starting to emerge in the industry. In 2022, there’s a renewed focus on the end-to-end healthcare customer journey, and healthcare organizations that invest in CX can better meet today’s needs and prepare for tomorrow’s challenges.
Customer Service
What is average handle time – and does it matter anymore?
Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it.
Customer Service
First Contact Resolution Explained
It’s an immutable fact: no matter how incredible your product or service is – you’re going to have customers reaching out with issues.
Customer Service
Customer service vs customer experience – what’s the difference?
The terms “customer service” and “customer experience” are sometimes used interchangeably. While they’re connected, they’re not the same, and it’s important to understand the differences and how each can help propel your business forward.
Customer Service
The pitfalls of superficial CX intentions (and why agent experience matters)
Most businesses talk a big game on CX. Wander the halls between the back office and the boardroom and you’ll likely hear variations on the same prevailing wisdom:
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?