Guided CX Insights

Glance joins financial services leaders in Miami, October 14–15, to set the agenda for balancing intelligent automation with human trust in customer experience Glance, a leader in human-guided customer experience (CX) solutions, today announced it will join financial services executives at the 12th annual CX BFSI USA Exchange East, October 14–15, 2025, in Miami, Fla., to advance industry dialogue on how human-guided CX strengthens trust in an era of agentic automation.

Glance’s updated AI + Human Maturity Model™ reveals how top teams are rethinking AI and human collaboration Wakefield, MA, September 24, 2025: Glance, a leading provider of cobrowse and visual collaboration solutions, today announced the release of its updated AI + Human Maturity Model™ for Customer Experience, designed to help organizations assess where they are and where they’re headed on the path to blending intelligent automation with meaningful human interaction.

Contest spotlights CX professionals whose empathy and extra effort create unforgettable customer experiences Wakefield, MA, September 18, 2025: Glance, a leader in guided customer experience solutions, today announced the launch of its Moments that Matter Contest, inviting customer-facing professionals to share stories about times when genuine human connection transformed a customer interaction. The contest runs from September 16 through October 17, 2025, in celebration of Glance’s 25th anniversary.

Cloudhesive customers can now leverage Glance’s industry-leading Guided CX for real-time, personal digital interactions Wakefield, MA, August 5, 2025: Glance, a leading provider of cobrowse and visual collaboration solutions, today announced a strategic partnership with Cloudhesive, an AWS Premier Partner known for delivering secure, scalable cloud solutions. As part of this collaboration, organizations using CloudHesive’s contact center solutions can now seamlessly integrate Glance to enhance customer engagement.

Wakefield, MA, June 17, 2025: Glance, a leading provider of cobrowse and visual collaboration solutions, today announced the availability of its Glance Cobrowse for Microsoft Dynamics 365 Contact Center on Microsoft AppSource, an online cloud marketplace providing tailored line-of-business solutions.

Glance’s AI + Human Maturity Model™ gives CX leaders clarity in balanced CX for 2025 and beyond Wakefield, MA, January 28, 2025: Glance, a leading provider of Guided Customer Experience (CX) solutions, published its AI + Human Maturity Model™ for Customer Experience, a resource for CX and product leaders seeking to harmonize artificial intelligence and human expertise in their customer engagement strategies.

Report includes key insights to help organizations achieve the right balance between AI efficiency & human empathy in 2025 Wakefield, MA, November 20, 2024: Glance, the leader in Guided CX software, has announced the release of its annual trends report: 2025 CX Trends: AI and Human Empathy in the Hybrid Era. This comprehensive report provides insights into how businesses can balance cutting-edge AI technology with personalized customer care to meet growing customer expectations.

Wakefield, MA, September 11, 2024: Glance, a leading provider of Guided Customer Experience (CX) solutions, announced today that its Guided CX™ platform is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors that make it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS).

Glance found that Guided CX sessions increased 175% from 2020-2024 Wakefield, MA, September 5, 2024: Glance, the leader in Guided CX™ solutions, released new data about the adoption of its Guided CX platform. From 2020 to 2024, Glance Guided CX sessions — in which businesses can provide personal, human-to-human experiences for customers in a digital environment — increased by an impressive 175 percent. This growth is even more pronounced in specific sectors: