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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.

AI vs. human touch: finding the right balance in customer experience
In a world where AI can answer questions, process requests, and predict your next move, do we still need humans in customer support? Absolutely. And here’s why.
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Guided CX

Guided CX
6 tips to get started with contact center AI
In a recent discussion on CX Today, Glance CEO Tom Martin shared his valuable insights on the integration of AI in contact centers and its potential to redefine customer service. The conversation, hosted by CX Today’s Charlie Mitchell, touched on various aspects of AI application, offering a roadmap for contact center leaders looking to harness AI's power. Keep reading for six key tips from the discussion, or scroll to watch the full video at the bottom of this post.
Guided CX

Guided CX
How AI is helping the customer-representative relationship
Despite current economic challenges, businesses can't afford to skimp on digital customer experience (CX). A staggering 72% of leaders plan to increase their spending in this category. This investment is crucial, especially when considering that two-thirds of millennials now expect real-time customer service. In such a climate, AI becomes not just an option, but a necessity for businesses aiming to optimize every dollar spent and hour invested. Here's a closer look at how AI is transforming the customer-representative dynamic and why leading enterprises are harnessing its power.
Guided CX

Guided CX
The disconnection dilemma: Poor tech choices harm customers and brands
Companies are leaning into technology to make things smoother and better for customers. But it's not always working out as planned. Tech gone wrong isn’t just an annoyance to customers, it's also putting a dent in what brands stand for. Where are the missteps? How can companies undergoing digital transformation smooth out their tech strategies to improve the customer experience and their brand image? Let’s dive in.
Guided CX

Guided CX
The dawn of proactive customer experience: AI's role in 2024
Predictive AI technology is a trend that will reshape the customer experience (CX) in 2024. This advancement can change the way businesses interact with and serve their customers, transitioning from a reactive to a proactive stance in addressing customer needs. Instead of merely reacting to customer issues as they arise, AI algorithms will proactively identify potential problems and resolve them in real-time — enhancing interactions before there’s a real problem.
Guided CX

Guided CX

Guided CX
The pursuit of truly connected customer journeys in 2024
2024 is poised to be a pivotal year in the world of customer experience (CX). Businesses are moving beyond the mere appearance of connected customer journeys to create intentionally coordinated experiences across various channels, focusing on connecting customer journeys to enhance personalization and customer loyalty. This shift is aimed at providing more cohesive and satisfying customer experiences. Let’s take a look at this transformation: what it means, why it’s important, and changes you can implement now to set your organization up for CX success.
Guided CX

Guided CX
4 reasons people still want human interaction in the age of AI
In an age dominated by AI and technology, the significance of human interaction remains evident, as highlighted by these statistics: 64% of consumers want brands to connect with them (Sprout Social). 75% of customers desire more interactions with real people as technology advances (PWC). Two-thirds of consumers who believe a business cares about their emotional state will likely become repeat customers (Zendesk). At a psychological level, people want and need human connection, especially in this age of AI. But not just any connection. We know that when it comes to the customer experience (CX), there’s a lot that goes into a meaningful interaction. As social creatures, humans inherently seek out these connections to foster relationships, community, and personal well-being. Let’s take a look at four reasons people still want human interaction in their customer journey.
Guided CX

Guided CX
There’s a human touch dilemma — here’s what leading brands are doing about it
The human touch dilemma: a wake-up call for businesses The rapid advancement of technology, particularly artificial intelligence (AI), has undeniably propelled companies forward by revolutionizing customer interactions and operational efficiency. AI enhances customer service by providing efficient, automated solutions while still emphasizing the importance of the human touch. However, amidst this digital transformation, a noticeable gap in authentic human connections has emerged. In an age where 75% of customers express their desire to interact with a real person more often, this human connection gap in digital experiences can’t be ignored any longer.
Guided CX

Guided CX
The customer as the bridge: Embracing omnichannel for seamless customer experience
In today's digital age, businesses have recognized the importance of delivering exceptional customer experience (CX) across various channels. They say variety is the spice of life, but sometimes, too much variety can lead to its own set of challenges. Enter the world of multi-channel strategies, where companies opened up a buffet of customer interaction options. It turns out that more isn’t always better, and the downfalls of a multi-channel approach have become clear.