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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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.
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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.
Guided CX
Customer Service
Customers expect help in the moment, not after the fact
Customers expect fast support.
News
The blind spot in your $100M AI strategy
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.
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Guided CX
Customer Service
From AI hype to CX reckoning
The Customer Experience reset after the AI surge
