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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The loyalty formula: personalization + Guided CX
When it comes to customer experience, there’s no one-size-fits-all. Today’s customers want more than fast service - they want personalized service. They want to feel seen, heard, and supported like a VIP. So how do you deliver that kind of experience, especially in a digital world? The answer lies in Guided Customer Experience (Guided CX) and smart personalization. When you combine the power of human connection with tailored, in-the-moment support, you turn everyday interactions into loyalty-building moments. Let’s break it down.
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Customer Loyalty
Case Study
Customer Retention
Digital banking that feels personal in the age of AI
AI should make banking faster and simpler without losing the human connection that builds trust. In our recent American Banker webinar, Tom Martin (CEO, Glance) and Josh Johnson (Sr. Director, Operations Strategy, SoFi) shared how leaders can blend AI efficiency with human empathy to earn loyalty, increase adoption, and deliver better outcomes.
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Customer Loyalty
Customer Retention
Contact Centers
Safeguarding customer trust with Glance’s dynamic field masking
Data breaches are dominating headlines. Privacy regulations are tightening. In this uncertainty, businesses must prioritize customer trust in every interaction.
News
Glance to highlight the power of human-guided CX strategy at CX BFSI USA Exchange East
Glance joins financial services leaders in Miami, October 14–15, to set the agenda for balancing intelligent automation with human trust in customer experience Glance, a leader in human-guided customer experience (CX) solutions, today announced it will join financial services executives at the 12th annual CX BFSI USA Exchange East, October 14–15, 2025, in Miami, Fla., to advance industry dialogue on how human-guided CX strengthens trust in an era of agentic automation.
News
Glance Unveils 2025 CX Maturity Model on Human + AI Collaboration in the Age of Agentic Automation
Glance’s updated AI + Human Maturity Model™ reveals how top teams are rethinking AI and human collaboration Wakefield, MA, September 24, 2025: Glance, a leading provider of cobrowse and visual collaboration solutions, today announced the release of its updated AI + Human Maturity Model™ for Customer Experience, designed to help organizations assess where they are and where they’re headed on the path to blending intelligent automation with meaningful human interaction.
News
Glance launches Moments that Matter Contest: Celebrating 25 years of human connection
Contest spotlights CX professionals whose empathy and extra effort create unforgettable customer experiences Wakefield, MA, September 18, 2025: Glance, a leader in guided customer experience solutions, today announced the launch of its Moments that Matter Contest, inviting customer-facing professionals to share stories about times when genuine human connection transformed a customer interaction. The contest runs from September 16 through October 17, 2025, in celebration of Glance’s 25th anniversary.
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Customer Loyalty
Customer Retention
New data reveals self-service isn’t cutting it
Self-service has been the darling of customer service strategies for years. The idea is simple: let customers solve problems on their own with FAQs, chatbots, and knowledge bases. It promises lower costs for companies and faster answers for customers. But according to new data from Gartner, the reality isn’t matching the hype.
Digital Transformation
Customer Loyalty
Customer Service
Meeting Gen Z expectations: why EdTech needs Guided CX
Think about the last time you needed help with an app or service. Did you want to dig through pages of FAQs or sit on hold waiting for someone to pick up? Probably not. Now imagine being a college student trying to get into an online course right before a big exam. The pressure is higher, and the tolerance for clunky support is lower.
News
Glance and Cloudhesive partner to bring human-centered customer experience to the cloud
Cloudhesive customers can now leverage Glance’s industry-leading Guided CX for real-time, personal digital interactions Wakefield, MA, August 5, 2025: Glance, a leading provider of cobrowse and visual collaboration solutions, today announced a strategic partnership with Cloudhesive, an AWS Premier Partner known for delivering secure, scalable cloud solutions. As part of this collaboration, organizations using CloudHesive’s contact center solutions can now seamlessly integrate Glance to enhance customer engagement.
Guided CX
The loyalty formula: personalization + Guided CX
When it comes to customer experience, there’s no one-size-fits-all. Today’s customers want more than fast service - they want personalized service. They want to feel seen, heard, and supported like a VIP. So how do you deliver that kind of experience, especially in a digital world? The answer lies in Guided Customer Experience (Guided CX) and smart personalization. When you combine the power of human connection with tailored, in-the-moment support, you turn everyday interactions into loyalty-building moments. Let’s break it down.