Guided CX transforms complex, frustrating, and disconnected digital journeys into high-value, face to face interactions, infused with effortless, empathetic, and expert human connection. It is what it sounds like: an actual person, at the exact right moment, picking up exactly what’s going wrong and taking you through your digital journey to the right solution. It looks like popping into a tax form to highlight an important value you didn’t know you missed; joining you directly in your HR mobile app to troubleshoot managing your time card; using your mobile camera to effortlessly show a representative where your water heater is leaking. When a customer can see a face and get direct guidance in a virtual space, they’re more likely to feel more understood, complete a task faster, and be confident in their decisions. It’s real life, where people help people, with the best of the digital world to back it up.