Guided CX Insights

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.

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?”

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.

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.

Think about the last time you needed help with an app or service. Did you want to dig through pages of FAQs or sit on hold waiting for someone to pick up? Probably not. Now imagine being a college student trying to get into an online course right before a big exam. The pressure is higher, and the tolerance for clunky support is lower.

Helping customers should feel easy for them and for you. When customers reach out for help, they want fast solutions. But with so many digital tools available, it can be hard to know what to use, and when. Let’s break it down. Here's a quick guide to today’s most common digital support tools and how to choose the right ones - at the right moments - for your team and your customers.

Customers don’t always leave with a bang. Sometimes, they just slip away. No angry emails. No final phone calls. Just silence. In fact, over half of B2B customers send a cancellation notice out of the blue. Maybe they got frustrated trying to complete a task. Maybe they felt lost on your website. Or maybe they simply didn’t feel like you had their back when they needed help most. Whatever the reason, one thing is clear: churn often starts long before the customer actually walks away.

Memorial Day is a time to pause, reflect, and honor the men and women who gave their lives in service to our country. It’s a day of remembrance, and an opportunity to learn from the values that defined their leadership: discipline, empathy, readiness, and a commitment to something greater than oneself. At Glance, we believe customer experience (CX) is more than a business function; it’s a reflection of how organizations choose to lead. And when we look at what makes great CX truly great, we often see parallels with the kind of leadership demonstrated in military service. In honor of Memorial Day this year, we’re reflecting on three core leadership traits from those who served — and how they translate to creating more human, connected customer experiences.

Ever had to explain a problem over the phone and felt like your support agent was just… not getting it? You’re not alone. For many customers, the most frustrating part of a support interaction isn’t the issue itself — it’s the time and effort it takes to get it resolved. Repeating yourself. Navigating clunky instructions. Trying to describe what’s on your screen without the other person seeing it. It’s exhausting. That’s where cobrowsing comes in.