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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Celebrating women shaping the future of customer experience
March is a time to honor the trailblazing women who have shaped history and continue to transform industries — including customer experience and technology. Women’s History Month gives us an opportunity to recognize the brilliant women who are driving change, breaking barriers, and making customer experiences more seamless, innovative, and human-centered. At Glance, we’re celebrating the incredible women in CX — both inside and outside our organization — who are shaping the future with their expertise, leadership, and problem-solving skills.
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Guided CX
Customer Service
Celebrating women shaping the future of customer experience
March is a time to honor the trailblazing women who have shaped history and continue to transform industries — including customer experience and technology. Women’s History Month gives us an opportunity to recognize the brilliant women who are driving change, breaking barriers, and making customer experiences more seamless, innovative, and human-centered. At Glance, we’re celebrating the incredible women in CX — both inside and outside our organization — who are shaping the future with their expertise, leadership, and problem-solving skills.
Guided CX
Customer Service
The next era of customer support: mobile-first and cobrowsing-ready
When you have a question, where do you turn? Most likely, your phone. Mobile has become the first stop for customer support: 82% of customers use mobile apps for communicating with a company. Whether troubleshooting an issue, making a purchase, or asking a quick question, customers expect seamless support from the palm of their hand. But there’s a problem. Traditional support methods — long text threads and email chains, confusing FAQs, and even chatbots — often don’t cut it when customers are trying to solve complex issues on a mobile app or website. That’s where mobile cobrowsing comes in.
Guided CX
Customer Service
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.
Guided CX
Customer Service
2024’s biggest CX moments & milestones
As we wrap up another fantastic year at Glance, we’re looking back on the moments, milestones, and memories that made our hearts skip a beat. From groundbreaking insights to powerful partnerships, here’s what we absolutely loved about 2024.
Guided CX
Customer Service
What makes enterprise CX successful? 7 essential capabilities
For large organizations, deploying and sustaining an effective enterprise CX isn't a one-and-done project. It requires collaboration, governance, cultural shifts, and a relentless focus on continuous improvement. If you're wondering what capabilities are essential for a successful enterprise CX transformation, you're in the right place. Let’s dive into the foundational elements that will set your organization up for success.
Guided CX
Customer Service
How to get ROI from your enterprise CX investment
You’ve done the hard work of researching, selecting, and championing a new enterprise customer experience (CX) platform. Congratulations! But signing the contract is just the beginning. The real challenge? Ensuring your CX software is onboarded, deployed, and embraced effectively to deliver the ROI you envisioned.
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New AI + Human CX Maturity Model Guides Enterprise Strategy for 2025
Glance’s AI + Human Maturity Model™ gives CX leaders clarity in balanced CX for 2025 and beyond Wakefield, MA, January 28, 2025: Glance, a leading provider of Guided Customer Experience (CX) solutions, published its AI + Human Maturity Model™ for Customer Experience, a resource for CX and product leaders seeking to harmonize artificial intelligence and human expertise in their customer engagement strategies.
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Glance releases 2025 CX Trends Report
Report includes key insights to help organizations achieve the right balance between AI efficiency & human empathy in 2025 Wakefield, MA, November 20, 2024: Glance, the leader in Guided CX software, has announced the release of its annual trends report: 2025 CX Trends: AI and Human Empathy in the Hybrid Era. This comprehensive report provides insights into how businesses can balance cutting-edge AI technology with personalized customer care to meet growing customer expectations.
Guided CX
Customer Service
The power of human-AI collaboration in customer experience
The rise of artificial intelligence (AI) in customer experience (CX) has transformed the way businesses engage with their customers. But contrary to fears of AI replacing human roles, the reality paints a different picture — one where AI serves as an empowering ally to human agents, enhancing their ability to deliver exceptional service.