Guided CX Insights

Stop trying to “wow” your customers

International Women’s Month is a time to reflect, recognize, and celebrate the women who shape our workplaces, industries, and experiences every day.

The 2026 Enterprise Connect announcements from key players like Salesforce, Dialpad, and RingCentral made one thing clear: the plumbing for the autonomous contact center is finally here. From native CRM integrations to no-code voice agents, the technical barriers to automation have largely fallen. But for enterprise leaders, another new challenge has emerged: the AI Execution Blind Spot. Agents can converse and reason at remarkable speed. Yet they inevitably hit a visual wall: they can’t see the actual friction points on a customer’s screen. The confusing visual parts of acustomer journey that text logs simply don’t capture create a literal blind spot for agents. For industries like finance, healthcare, and insurance, this gap carries real business risk. High-stakes disclosures and complex transactions require more than a well-reasoned AI response. They require a seamless hand-off, technology backed by human accountability, at exactly the right moment. The Logic vs. Vision Problem Today’s AI agents are genuinely impressive at processing text and telephony data. But they remain in the dark about the live digital journey. An AI can know what a customer is trying to do. It cannot see how they are failing. It cannot see the pop-up blocking a Submit button orconnect a customer’s hesitation in real time to a human expert who can step in and resolve it before the moment is lost. This is precisely where human-to-human visual guidance becomes the essential last mile of the AI stack. When an agentic workflow hits a visual hurdle, a simple chat transcript handoff is not enough. The customer needs to be bridged directly into a shared digital space, one where a human expert can immediately see and resolve the problem. The challenge isn’t just deploying more AI. It’s ensuring that when AI hits its visual wall, the transition to a human expert is immediate, contextual, and shared. Without visual context, you aren’t automating a resolution. You’re accelerating a dead end. Orchestrating Trust in a Shared Space The future of customer experience isn’t about replacing humans or automation for automation’s sake; Amazon is pushing CX leaders to rethink industry-standard metrics like call deflection in this new paradigm. Strong CX orchestration should be intentional about when AI works alone and when a human steps in. Leading organizations are shifting their focus from automation volume to Last Mile quality: reducing onboarding friction, maintaining compliance, and ensuring customers can complete complex engagements with confidence. Research consistently shows that customers value convenience, clarity, and a human presence when the stakes are high. Combining AI efficiency with visual collaboration not only keeps the customer journey intact, but builds trust and loyalty, both of which are increasingly fleeting in today’s quick-switch economy.. AI + Human Partnership As organizations plan their CX investments for 2026 and beyond, the strategic takeaway is clear: AI is a partner, not a replacement. When designed with intention, AI accelerates routine transactions and reduces friction, freeing human agents to focus on moments where judgment, empathy, and visual clarity truly matter. The companies that close their visual dark spot today will be the ones leading the next wave of customer experience innovation.

The Customer Experience reset after the AI surge

Stop trying to “wow” your customers

Strategic leader to accelerate AI + human-guided CX product strategy Wakefield, MA, March 11, 2026: Glance, the leader in enterprise cobrowse and guided customer experience, today announced the promotion of Heather Nightingale to Vice President of Product. Nightingale will lead product strategy and product marketing, guiding and defining Glance’s position in a fast-accelerating CX landscape.

For 68% of customers what matters most in a support interaction is getting their issue completely resolved, per Glance’s 2026 CX Trends report released yesterday. Glance surveyed 600 US consumer respondents in October 2025.

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer service experiences

We’ve all been there, sitting on hold, listening to tinny holiday music, wondering if a package will arrive before the New Year. You’ve memorized the chorus of “Jingle Bell Rock,” your hot cocoa’s gone cold, and you’re starting to question every online order you’ve ever made. This year, it doesn’t have to be that way.