Guided CX Insights

Let’s face it — we live on our phones. From texting friends to ordering groceries, nearly everything happens on mobile now. So why is it that when we need help from a company, we’re still expected to jump on a desktop or dial into a support line? It’s time for customer experience to catch up. Mobile collaboration is a better, faster, more human way to support customers, wherever they are.

When’s the last time you felt genuinely cared for by customer support? If you're thinking too hard, you're not alone. Many of us have come to expect frustrating, impersonal experiences when we need help—endless phone trees, unhelpful chatbots, or agents who seem just as lost as we are. But it doesn’t have to be this way.

Customers expect fast, easy, and personalized service — especially when it comes to their finances. Yet for many banks, insurance companies, and financial institutions, delivering that experience isn’t always simple. Complex products, confusing online processes, and high-stakes transactions can create friction that frustrates customers and drives them away. That’s where Guided Customer Experience (Guided CX) comes in.

In a world where AI can answer questions, process requests, and predict your next move, do we still need humans in customer support? Absolutely. And here’s why.

Spring is in the air — and while you might be thinking about clearing out closets or organizing the garage, there’s another area that could use some tidying up: your customer support strategy. Let’s be real: digital customer experiences can get cluttered. Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents. But here’s the good news: with a little spring cleaning and the right approach, you can freshen things up and create smoother, more human support experiences. Enter Guided Customer Experience (Guided CX)—your not-so-secret weapon for streamlining support and delighting customers.

Artificial intelligence is reshaping how businesses interact with customers — but let’s be honest, AI alone isn’t the magic bullet for customer experience. The best results happen when AI and human expertise work together. AI can automate repetitive tasks, provide insights, and boost efficiency, but it’s the human touch that builds trust and lasting relationships. So how do you strike the right balance? That’s where the AI + Human Maturity Model™ for Customer Experience comes in. This model is a practical guide for businesses looking to assess where they are today, where they can go next, and how to structure their teams to get the most out of AI and human collaboration.

March is a time to honor the trailblazing women who have shaped history and continue to transform industries — including customer experience and technology. Women’s History Month gives us an opportunity to recognize the brilliant women who are driving change, breaking barriers, and making customer experiences more seamless, innovative, and human-centered. At Glance, we’re celebrating the incredible women in CX — both inside and outside our organization — who are shaping the future with their expertise, leadership, and problem-solving skills.

When you have a question, where do you turn? Most likely, your phone. Mobile has become the first stop for customer support: 82% of customers use mobile apps for communicating with a company. Whether troubleshooting an issue, making a purchase, or asking a quick question, customers expect seamless support from the palm of their hand. But there’s a problem. Traditional support methods — long text threads and email chains, confusing FAQs, and even chatbots — often don’t cut it when customers are trying to solve complex issues on a mobile app or website. That’s where mobile cobrowsing comes in.

Customer experience (CX) is evolving at an incredible pace, and AI is at the heart of this transformation. Just look at these eye-opening numbers: The global AI in CX market is expected to skyrocket from $10.5 billion in 2023 to $76.7 billion by 2033 (market.us). 92% of companies report improved response times thanks to AI, and 83% say it's easier to address customer needs (Hubspot). With AI reshaping CX, it’s no longer a matter of if businesses should adopt it, but rather how effectively they can integrate AI with human support to create smooth, meaningful customer experiences.