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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Screen sharing for customer support: The complete guide to better digital customer experiences
Screen sharing is a technology that allows one person to securely view or share another person's screen during a live interaction.
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BCU achieves faster, human-centered digital support with Glance and Salesforce
Credit union improves digital banking experiences by letting members show, not tell, what they need help with Wakefield, MA, May 27, 2026: Glance, a provider of enterprise cobrowse and guided customer experience, is helping Baxter Credit Union (BCU) – a member-owned credit union with more than $6.4 billion in assets and over 370,000 members – improve digital support by integrating cobrowse directly into Salesforce.
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The blind spot in your $100M AI strategy
Today’s AI agents are genuinely impressive at processing text and telephony data. But they remain in the dark about the live digital journey. An AI can know what a customer is trying to do. It cannot see how they are failing. It cannot see the pop-up blocking a Submit button orconnect a customer’s hesitation in real time to a human expert who can step in and resolve it before the moment is lost.
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Glance appoints Heather Nightingale as Vice President of Product
Strategic leader to accelerate AI + human-guided CX product strategy Wakefield, MA, March 11, 2026: Glance, the leader in enterprise cobrowse and guided customer experience, today announced the promotion of Heather Nightingale to Vice President of Product. Nightingale will lead product strategy and product marketing, guiding and defining Glance’s position in a fast-accelerating CX landscape.
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Stop ho-ho-holding: The future of holiday CX is human-guided AI
We’ve all been there, sitting on hold, listening to tinny holiday music, wondering if a package will arrive before the New Year. You’ve memorized the chorus of “Jingle Bell Rock,” your hot cocoa’s gone cold, and you’re starting to question every online order you’ve ever made. This year, it doesn’t have to be that way.
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Why “CX theater” is killing trust — and how AI + humans can save it
Everyone talks about delivering “personalized customer experience.” Too often, though, it’s just a performance. I call it CX Theater: scripted chatbot exchanges, automated flows that feel impersonal, and gestures meant to simulate care but lacking genuine empathy. Customers can see through it. What may look like personalization on the surface can feel hollow in practice.
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New AI + human CX maturity model guides enterprise strategy for 2025
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.