news
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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.
Read Now
News
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.
News
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.
News
Glance launches Guided CX™ availability in AWS Marketplace
Wakefield, MA, September 11, 2024: Glance, a leading provider of Guided Customer Experience (CX) solutions, announced today that its Guided CX™ platform is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS).
News
Guided CX™ usage nearly triples, new data reveals
Glance found that Guided CX sessions increased 175% from 2020-2024 Wakefield, MA, September 5, 2024: Glance, the leader in Guided CX™ solutions, released new data about the adoption of its Guided CX platform. From 2020 to 2024, Glance Guided CX sessions — in which businesses can provide personal, human-to-human experiences for customers in a digital environment — increased by an impressive 175 percent. This growth is even more pronounced in specific sectors:
News
Glance announces Guided CX™ integration with Five9 to deliver smart, human customer experiences
Glance now available on the Five9 CX Marketplace Wakefield, MA, August 22, 2024: Glance, a leader in Guided CX™ solutions, today announced its partnership with Five9, the intelligent CX platform provider. Glance is now available on the Five9 CX Marketplace, enabling Five9 users to harness Glance’s Guided CX platform to join customers in real-time, collaborative online sessions.
News
Glance showcases intelligent human connection for financial services at Finovate Fall 2024
Empowering financial services with AI + human CX to drive meaningful customer engagement Wakefield, MA, August 20, 2024: Glance, the leading provider of Guided Customer Experience (CX) solutions, is excited to announce its participation at Finovate Fall 2024, where the company will showcase the transformative power of human connection in financial services. As the industry continues to navigate the hype surrounding AI, Glance remains focused on combining the best of both worlds — AI and human engagement — to deliver exceptional customer experiences.
News
Glance and Axos Bank host workshop on AI and human CX maturity at CCW Las Vegas
Helping CX leaders understand where they are on their AI and human CX journey LAS VEGAS, NV, May 29, 2024: Glance, a leader in providing human-centric customer experiences through digital channels, and Axos Bank, a leader in digital banking, will co-host an informative and productive workshop at this year’s Customer Contact Week (CCW) in Las Vegas. From 1:30 to 3:00 p.m. on June 4, the session will focus on integrating artificial intelligence (AI) with human customer service to enhance customer experience (CX) strategies.
News
Glance and Mediu Partner to Elevate Enterprise Digital CX
Strategic partnership supports leading organizations invested in CX innovation Wakefield, MA, May 22, 2024: Mediu, a trusted CX technology consulting and advisory firm, and Glance, a leader in Guided CX™ solutions, today announced their strategic partnership aimed at helping enterprise organizations excel in customer experience (CX) strategy and technology.
News
Glance showcases intelligent Guided CX™ at Genesys Xperience
New features drive innovation in CX orchestration Wakefield, Mass., May 7, 2024: Glance, a leading provider of customer engagement solutions, is excited to announce its participation in Genesys Xperience, taking place May 13 to 15 in Denver. At the event, Glance will showcase its innovative, intelligent Guided CX™ functionality, an impactful element of customer experience (CX) orchestration for enterprises at the leading edge of digital and human customer engagement.