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Guided CX Insights
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AI + human = the winning formula for trust in customer experience
AI can do a lot. It can automate workflows, personalize interactions, and even predict customer needs. But when it comes to trust, humans still play the leading role.
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News
Glance marks 25 years of human-centered innovation in digital CX
From attic startup to Fortune 500 cobrowse leader, Glance knows the power of human connection in CX Glance, the leader in enterprise cobrowse and guided customer experience solutions, today celebrates its 25-year anniversary. What began in a Winchester, Massachusetts attic as a bold idea between two founders has grown into a defining force in customer engagement technology, helping the world’s largest enterprises create secure, effortless, human-centered digital experiences.
Guided CX
Customer Service
AI + human = the winning formula for trust in customer experience
AI can do a lot. It can automate workflows, personalize interactions, and even predict customer needs. But when it comes to trust, humans still play the leading role.
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Guided CX
Customer Service
Why customers don’t want to share screens – and how cobrowse builds instant trust instead
Why customers don’t want to share screens Picture this: You’re on a support call, and the agent says, “Can you share your screen?” Suddenly, you hesitate. You start minimizing tabs, closing documents, and double-checking what’s visible. Even if you trust the brand, the idea of letting someone see everything feels invasive.
Guided CX
Customer Service
Smart transfers: using AI to intelligently connect customers to human experts
We’ve all been there. Reaching out to a company not because you want to, but because you need to. Rage clicking, entering “human” or “representative” in a chatbot, or even yelling it into the phone. Thinking to ourselves: “Why can’t I just connect to a person?”
Guided CX
Customer Service
The human side of digital CX: how cobrowsing keeps empathy in the loop
Today’s customer experiences move fast: powered by automation, AI, and digital tools. But even with all that speed, one thing still matters most: human connection. People don’t just want quick answers; they want to feel understood.
Guided CX
Customer Service
Trust is the new currency in CX: how to build confidence in AI-powered experiences
AI is changing how customers interact with brands, from chatbots that handle support requests to intelligent tools that anticipate what you need before you even ask.
Customer Loyalty
Case Study
Customer Retention
Digital banking that feels personal in the age of AI
AI should make banking faster and simpler without losing the human connection that builds trust. In our recent American Banker webinar, Tom Martin (CEO, Glance) and Josh Johnson (Sr. Director, Operations Strategy, SoFi) shared how leaders can blend AI efficiency with human empathy to earn loyalty, increase adoption, and deliver better outcomes.
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Customer Loyalty
Customer Retention
Contact Centers
Safeguarding customer trust with Glance’s dynamic field masking
Data breaches are dominating headlines. Privacy regulations are tightening. In this uncertainty, businesses must prioritize customer trust in every interaction.