Empathy at scale

In today’s automated world, customer experience (CX) can sometimes feel a bit impersonal. We’ve all had those moments where we’re talking to a bot or navigating through automated systems, only to end up feeling frustrated or unheard. That’s where empathy comes in—specifically, empathy at scale.

Empathy is what makes interactions feel human, and in customer service, it's crucial for creating genuine connections. Forbes called empathy “the next business disruptor.” But when you're managing thousands or even millions of interactions, how do you deliver that empathy consistently? 

That’s where Guided CX comes into play. Guided CX usage has nearly tripled since 2020, as leading enterprises prioritize authentic, human experiences. By blending technology with human expertise, Guided CX makes sure that even digital interactions feel personal and meaningful.

Why empathy matters in CX

Before diving into the how, let’s talk about the why. Empathy builds trust. When customers feel like they’re truly being heard and understood, they’re more likely to stick around. According to Forrester, making customers feel respected, understood, valued, or confident has a greater impact on customer loyalty than making them feel happy or content. It's the difference between feeling like you're just another number versus feeling like a valued customer.

Yet, delivering empathy isn’t always easy—especially at scale. It requires balancing personalization with efficiency, and that's where many companies fall short. They either focus too much on speed and automation or lean too heavily on human touch, which can slow things down.

Guided CX bridges this gap. It gives representatives the right context and tools to respond with empathy. The result? A faster, more personal experience that leaves customers feeling valued.

What is Guided CX?

Think of Guided CX as a digital collaboration platform. Glance’s screen sharing and cobrowse, for example, can help customer service agents quickly understand exactly what a customer’s frustrations are. And through one-way or multi-way video, customers can actually see the person helping them — which can have a tremendous and memorable impact.

The Glance Guided CX platform lets you transform “do it yourself” into “do it together” with human connections in moments that matter. Instead of just providing answers, Guided CX helps agents navigate the complexities of human emotions, ensuring that they can show empathy—even in challenging situations.

How Guided CX brings empathy to scale

Better understanding — faster

Guided CX gets representatives and customers on the same page—literally. By seeing what the customer sees, representatives have better understanding. This allows agents to better understand the issue and what that person might be feeling, making it easier to respond in a way that feels authentic and empathetic.

Authentic human interactions made simple

Nearly 60% of U.S. consumers feel that companies have drifted away from the human side of customer service.

The key to delivering that authenticity is empowering your customer service representatives to be themselves. With Guided CX, agents can handle conversations naturally, building real connections and offering the kind of authentic experience that customers truly value. Trust your team to show their humanity, and your customers will notice the difference.

Real-time collaboration

One of the key features of Guided CX is its ability to enable real-time collaboration between customers and agents. Rather than relying on vague descriptions of issues or multiple back-and-forth exchanges, Guided CX allows customers and agents to interact in a shared digital space. For example, a customer can show their exact problem by screen sharing or entering a cobrowsing session with an agent. This type of hands-on collaboration fosters a sense of teamwork and connection, allowing agents to guide customers step-by-step toward a solution. It not only speeds up the resolution process but also leaves customers feeling genuinely supported.

Meeting customers where they are, digitally

Today’s customers demand convenience. They don’t want to go out of their way to find help—they expect you to be available exactly when and where they need you.

Glance connects your agents with customers at critical moments:

• During key decision points that could make or break the relationship
• When making major purchases
• In complex, emotional, or highly personal transactions, such as healthcare or wealth management

These are the times when a genuine human connection has the greatest impact on the customer experience.

Seamless transitions 

Guided CX takes the friction out of transitioning between self-service tools, bots, and live agents. For instance, with Glance’s cobrowsing capabilities, agents can seamlessly switch from a chat session to a visual, interactive cobrowse session, with no downloads or complex setup required. This instant transition allows agents to dive right into problem-solving, while customers experience a smooth and cohesive service journey. Moreover, when a virtual assistant hands off a session to a human agent, all the context—customer history, preferences, and issue details—is transferred seamlessly. This ensures that customers never have to repeat themselves, enhancing the overall experience and maintaining the momentum of empathy-driven service.

The future of empathy in digital CX

As businesses continue to scale, the challenge of delivering empathy across millions of digital interactions will only grow. But with Guided CX, there’s a way forward. 

It might seem counterintuitive, but technology can propel empathetic experiences that foster trust, enhance satisfaction, and drive customer loyalty. By combining the speed and efficiency of technology with the human ability to connect emotionally, companies can deliver the kind of customer experience that not only meets expectations but exceeds them.

In the end, empathy at scale isn’t just about solving problems—it’s about making every customer feel heard, understood, and valued. With Guided CX, businesses can create more human digital interactions, one empathetic conversation at a time.