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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How to securely guide customers through sensitive online processes
A borrower’s halfway through a mortgage application when they reach a question they don’t understand. A patient can’t find the right section of a healthcare portal. An insurance customer isn’t sure which document to upload for a claim.
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Guided CX
Customer Service
How to securely guide customers through sensitive online processes
A borrower’s halfway through a mortgage application when they reach a question they don’t understand. A patient can’t find the right section of a healthcare portal. An insurance customer isn’t sure which document to upload for a claim.
Guided CX
Customer Service
The AI handoff is broken. Here’s what a better customer journey looks like
A customer has already explained the problem. They’ve answered the AI assistant’s questions, tried its suggestions, and reached a point where they need a person.
Guided CX
Customer Service
AI isn’t replacing customer service agents. It’s changing where humans add value
Will AI replace customer service agents?
Guided CX
Customer Service
Why enterprise cobrowsing is becoming essential for customer experience
Most digital transformation initiatives hit the same wall.
Guided CX
Customer Service
Why real-time customer assistance is replacing traditional customer support
Digital tools have made speed and convenience the baseline expectation. Yet when digital self-service hits a wall, most traditional support models still force customers to abandon their active session, hop channels, and start over.
News
Glance launches first visual AI-to-human escalation for Salesforce
Glance bridges the context gap between AI and human support for stronger resolution and brand loyalty Glance, the leader in enterprise cobrowse and guided customer experience, announced today that it is bridging the visual context gap in AI-agent-to-human escalations in Salesforce.
Guided CX
Customer Service
How to improve first contact resolution with real-time guidance
When customers reach out for help, they want one thing above all else: a solution.
Guided CX
Customer Service
Real time support vs self service: what do customers prefer?
Self-service is everywhere. Most companies have invested heavily in giving customers ways to solve problems on their own via help centers, chatbots, and automated flows.
Guided CX
Customer Service
Where Guided CX fits into your customer experience strategy
Great customer experiences don't happen by accident.