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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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.
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Guided CX
Customer Service
What digital customer guidance really means in practice
Most digital experiences were built with a simple assumption: customers can figure it out on their own.
Guided CX
Customer Service
How Guided CX improves outcomes across the customer journey
Customers want experiences that are simple, personalized, and consistent from their very first interaction with your business.
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Guided CX
Customer Service
Screen sharing for customer support: The complete guide to better digital customer experiences
Screen sharing is a technology that allows one person to securely view or share another person's screen during a live interaction.
Guided CX
Customer Service
The definitive guide to enterprise cobrowsing solutions
As digital journeys become more complex and organizations lean heavily into AI and automation, a critical gap has emerged: human connection. Enterprises need tools for real-time customer support agents to step in at critical moments of friction.
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Guided CX
Customer Service
Why Guided CX is changing the way brands support customers
Customer support has gotten faster. But it hasn’t necessarily gotten better.
Guided CX
Customer Service
Cobrowsing vs. screen sharing: which one actually drives better results?
If you support customers online, you’ve probably used screen sharing. It’s been the go-to for years.
News
BCU achieves faster, human-centered digital support with Glance and Salesforce
Credit union improves digital banking experiences by letting members show, not tell, what they need help with Wakefield, MA, May 27, 2026: Glance, a provider of enterprise cobrowse and guided customer experience, is helping Baxter Credit Union (BCU) – a member-owned credit union with more than $6.4 billion in assets and over 370,000 members – improve digital support by integrating cobrowse directly into Salesforce.
Guided CX
Customer Service
Why screen sharing alone isn’t enough for modern customer journeys
Think about the last time you needed help online. Maybe you were trying to fill out a form, reset a password, or check out. You got stuck, so you contacted support. The agent offered to share your screen.