Guided CX Insights

2026 CX trends report from Glance shows customers want trustworthy resolution, no matter the channel Wakefield, MA, December 17, 2025: Glance, the leader in enterprise cobrowse and guided customer experience solutions, today announced the release of its 2026 CX Trends Report, a candid and data-backed look at what actually happened during the industry’s rapid shift toward AI-driven customer service in 2025 and what CX leaders can learn moving into 2026.

If our first 25 years were defined by a simple idea - “If I could just show you what I mean” - the next 25 years will be defined by what that idea makes possible at scale.

Technology has changed completely since 2000. Customer expectations have, too.

From attic startup to Fortune 500 cobrowse leader, Glance knows the power of human connection in CX Glance, the leader in enterprise cobrowse and guided customer experience solutions, today celebrates its 25-year anniversary. What began in a Winchester, Massachusetts attic as a bold idea between two founders has grown into a defining force in customer engagement technology, helping the world’s largest enterprises create secure, effortless, human-centered digital experiences.

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.