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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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Why “CX Theater” is Killing Trust — and How AI + Humans Can Save It
Everyone talks about delivering “personalized customer experience.” Too often, though, it’s just a performance. I call it CX Theater: scripted chatbot exchanges, automated flows that feel impersonal, and gestures meant to simulate care but lacking genuine empathy. Customers can see through it. What may look like personalization on the surface can feel hollow in practice.
News
New AI + Human CX Maturity Model Guides Enterprise Strategy for 2025
Glance’s AI + Human Maturity Model™ gives CX leaders clarity in balanced CX for 2025 and beyond Wakefield, MA, January 28, 2025: Glance, a leading provider of Guided Customer Experience (CX) solutions, published its AI + Human Maturity Model™ for Customer Experience, a resource for CX and product leaders seeking to harmonize artificial intelligence and human expertise in their customer engagement strategies.
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Guided CX
Customer Service
Why omnichannel doesn’t feel seamless to customers
Omnichannel has been one of the most celebrated ideas in customer experience - seamless journeys … connected channels … customers moving effortlessly from chat to phone to email … it sounds great on stage and in slide decks. But customers tell a different story.
Guided CX
Customer Service
Why customers don’t trust AI personalization
When AI personalization backfires in customer experience
Guided CX
Customer Service
Why your CX metrics aren’t telling the truth
On the surface, everything looks great: NPS is up, CSAT scores are climbing, and first-contact resolution is trending in the right direction.
Guided CX
Customer Service
When every click counts: cobrowsing as the conversion secret for digital banking
In digital banking, customers are only a few clicks away from either completing an application or abandoning it entirely. Whether they are applying for a loan, opening a new account, or navigating documents full of compliance requirements, the stakes are high. Every step needs to feel simple, secure, and supported.
Guided CX
Customer Service
Faster isn’t friendlier
Why instant answers are making customer experience worse
Guided CX
Customer Service
The real AI bias is against customers
AI was supposed to make customer service easier. Faster answers. Less friction. Fewer headaches.
Guided CX
Customer Service
Cobrowsing and AI: the hybrid customer experience of the future
Today’s customers expect more than quick answers - they expect meaningful, human experiences. While AI can deliver instant insights and automate routine interactions, it can’t replace the empathy and understanding that come from real human connection. That’s why the most forward-thinking companies aren’t choosing between AI and people - they’re combining them.