Guided CX Insights

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.

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.