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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
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
News
Glance appoints Heather Nightingale as Vice President of Product
Strategic leader to accelerate AI + human-guided CX product strategy Wakefield, MA, March 11, 2026: Glance, the leader in enterprise cobrowse and guided customer experience, today announced the promotion of Heather Nightingale to Vice President of Product. Nightingale will lead product strategy and product marketing, guiding and defining Glance’s position in a fast-accelerating CX landscape.
