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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
What Amazon and Delta taught us about guided digital journeys
If you’ve ever ordered something from Amazon or taken a flight with Delta, you’ve experienced what great guidance feels like … often without realizing it. Both brands have mastered the art of anticipating needs, smoothing out friction, and making every interaction feel personal.
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Guided CX
Customer Service
What Amazon and Delta taught us about guided digital journeys
If you’ve ever ordered something from Amazon or taken a flight with Delta, you’ve experienced what great guidance feels like … often without realizing it. Both brands have mastered the art of anticipating needs, smoothing out friction, and making every interaction feel personal.
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Guided CX
Customer Service
Fixing the insurance experience: why Guided CX beats DIY portals
Filing a claim. Updating your policy. Adding a new driver.
News
75% of consumers left frustrated by AI customer service
2026 CX trends report from Glance shows customers want trustworthy resolution, no matter the channel Wakefield, MA, December 17, 2025: Glance, the leader in enterprise cobrowse and guided customer experience solutions, today announced the release of its 2026 CX Trends Report, a candid and data-backed look at what actually happened during the industry’s rapid shift toward AI-driven customer service in 2025 and what CX leaders can learn moving into 2026.
News
Glance marks 25 years of human-centered innovation in digital CX
From attic startup to Fortune 500 cobrowse leader, Glance knows the power of human connection in CX Glance, the leader in enterprise cobrowse and guided customer experience solutions, today celebrates its 25-year anniversary. What began in a Winchester, Massachusetts attic as a bold idea between two founders has grown into a defining force in customer engagement technology, helping the world’s largest enterprises create secure, effortless, human-centered digital experiences.
Guided CX
Customer Service
AI + human = the winning formula for trust in customer experience
AI can do a lot. It can automate workflows, personalize interactions, and even predict customer needs. But when it comes to trust, humans still play the leading role.
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Guided CX
Customer Service
Why customers don’t want to share screens – and how cobrowse builds instant trust instead
Why customers don’t want to share screens Picture this: You’re on a support call, and the agent says, “Can you share your screen?” Suddenly, you hesitate. You start minimizing tabs, closing documents, and double-checking what’s visible. Even if you trust the brand, the idea of letting someone see everything feels invasive.
Guided CX
Customer Service
Smart transfers: using AI to intelligently connect customers to human experts
We’ve all been there. Reaching out to a company not because you want to, but because you need to. Rage clicking, entering “human” or “representative” in a chatbot, or even yelling it into the phone. Thinking to ourselves: “Why can’t I just connect to a person?”