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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
AI isn’t replacing customer service agents. It’s changing where humans add value
Will AI replace customer service agents?
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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.
News
Stop ho-ho-holding: The future of holiday CX is human-guided AI
We’ve all been there, sitting on hold, listening to tinny holiday music, wondering if a package will arrive before the New Year. You’ve memorized the chorus of “Jingle Bell Rock,” your hot cocoa’s gone cold, and you’re starting to question every online order you’ve ever made. This year, it doesn’t have to be that way.