Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
.png)
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.
Read Now
.png)
Guided CX
Digital Transformation
Customer Service
12 days of CXmas
This holiday season, let’s deck the halls with CX cheer! Welcome to the 12 Days of CXmas, where we unwrap 12 unique benefits, features, or insights that Glance brings to customer experience. Ready for a festive journey that combines joy, innovation, and effortless CX? Warm up your vocal cords and let’s get started!
Guided CX
Digital Transformation
Customer Service
The hybrid experience: merging digital and human touch points
There’s a new standard in customer interactions. Customers expect more than just service - they expect seamless, thoughtful interactions that adapt to their needs. Soon the distinction between digital and physical touch points will blur entirely, giving rise to hybrid experiences: the integration of digital efficiency with human empathy. These experiences are now the gold standard in customer interactions.
Guided CX
Digital Transformation
Customer Service
Trust and transparency: the cornerstones of CX in 2025
Trust has emerged as the foundation of exceptional customer experiences (CX). Transparency and empathy are vital for cultivating meaningful relationships between brands and customers. As consumers become increasingly discerning, businesses must prioritize clear communication, honesty, and human connection to earn and maintain trust. Here’s what that looks like in 2025 and beyond.
Guided CX
Digital Transformation
Customer Service
Predictive CX: the future is now
Predictive AI technology is not just a futuristic concept—it’s shaping and redefining customer experience (CX). Unlike reactive AI systems that respond to customer inquiries after they occur, predictive AI anticipates customer needs and addresses them proactively. By leveraging advanced data analytics, machine learning, and real-time processing, businesses can deliver a new level of service that’s personalized, efficient, and anticipatory.
.png)
Guided CX
Customer Service
Mastering omnichannel customer care: a guide to seamless support
Today’s customers expect businesses to provide help whenever and wherever they need it, whether they’re on their phone, chatting online, or browsing through a knowledge base. That’s where omnichannel customer service comes in.
-2.png)
Guided CX
Customer Service
Top digital customer experience strategies for business success
A great online experience can make or break a business. As more customers interact with brands through websites, apps, and social media, having a strong digital customer experience (CX) strategy is essential. So, what exactly is digital customer experience, and how can you improve it to boost your business? Let’s break it down.
Guided CX
Customer Service
Don't ghost your customers: how to avoid haunting CX mistakes
It’s spooky season! What’s one of the scariest things a company can do? Ghost their customers.
-1.png)
Guided CX
Customer Service
How Guided CX creates more human digital interactions
Empathy at scale In today’s automated world, customer experience (CX) can sometimes feel a bit impersonal. We’ve all had those moments where we’re talking to a bot or navigating through automated systems, only to end up feeling frustrated or unheard. That’s where empathy comes in—specifically, empathy at scale. Empathy is what makes interactions feel human, and in customer service, it's crucial for creating genuine connections. Forbes called empathy “the next business disruptor.” But when you're managing thousands or even millions of interactions, how do you deliver that empathy consistently? That’s where Guided CX comes into play. Guided CX usage has nearly tripled since 2020, as leading enterprises prioritize authentic, human experiences. By blending technology with human expertise, Guided CX makes sure that even digital interactions feel personal and meaningful.
.png)
Guided CX
Digital Transformation
Cobrowse
Customer Loyalty
Customer Service
CX
CX Week: honoring the teams driving customer success
Happy Customer Experience Week! Customer experience is more than just a buzzword—it’s about creating seamless, personal connections. And that’s what drives us every day here at Glance. Our mission is simple: to power personalized, guided support when it’s needed most. While digital channels are fantastic for many tasks, there’s something irreplaceable about real human expertise stepping in at just the right moment. That’s why we’ve built our Guided CX solutions to ensure every experience feels personal, seamless, and empowering.