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.
The future of customer experience isn’t just about better tools. It’s about creating digital moments that feel effortless, intuitive, and unmistakably human in a world shaped by automation and AI. As Glance celebrates its 25th anniversary, we’re charting the vision for where customer experience is headed and the role Glance will play in shaping it.
A new era: Glance as CX infrastructure
For most of our history, Glance has been known for one-click clarity: cobrowse, screen share, and guided experiences that “just work.”
That foundation isn’t going anywhere. But the way teams build with Glance is about to evolve.
Looking forward, CEO Tom Martin describes Glance’s evolution as a shift from a product to a piece of infrastructure; something woven directly into the digital fabric of the enterprise.
Tom calls this the API-first future.
Instead of long implementations or siloed integrations, Glance becomes a set of building blocks that enterprises can use anywhere visibility, guidance, or human support is needed.
Think of Glance as “flour”
Flour doesn’t dictate the final recipe - it unlocks it.
Similarly, Glance becomes a collection of visual experience ingredients:
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APIs for effortless embedding
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SDKs for customization
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AI tools that automate the “when” and “how” of human engagement
Teams can blend these ingredients into exactly the kind of guided experience they need, whether that’s inside a mobile app, a loan application, a claims portal, or a checkout flow.
Designing for the “convenience imperative”
The next 25 years of customer experience will be shaped by one truth: Convenience wins.
People don’t choose brands based on the most features or the lowest price - they choose the experience that demands the least effort.
Glance sits at the center of that transformation. Instead of making customers struggle to find support, fill forms correctly, or decode instructions, CX teams can engineer experiences where:
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AI anticipates confusion before it happens
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Context triggers the right kind of help
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A human expert appears at exactly the right moment
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The customer never repeats themselves or starts over
Convenience becomes more than a goal; it becomes the product.
The hybrid intelligence advantage
Tom often talks about the idea of hybrid intelligence: the combined power of AI for speed and humans for connection.
AI alone can’t build trust. Humans alone can’t scale. But together? They create customer experiences that are both predictive and personal.
The future of Glance is built for this intersection.
Imagine an onboarding flow where AI detects signals of confusion and automatically triggers a cobrowse session. Or a mortgage application where a bot handles structured steps, then hands off to a human advisor with full context and visual clarity - no repetition, no friction.
Hybrid intelligence is a design philosophy that reshapes how customers feel during moments that matter.
What Glance will build next
We’re designing for a world where digital journeys are deeply personalized, powered by context, and supported by AI and humans working seamlessly together.
The Glance of the next 25 years will:
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Become an API-first platform for guided visual experiences
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Offer developer-driven customization for any journey, any app, any device
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Use AI-triggered assistance to eliminate friction before it happens
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Power hybrid intelligence workflows that blend automation with empathy
- Continue elevating human connection as the defining differentiator in CX
What won’t change is the principle that has guided us from the start: Keep things simple. Reduce friction. Help people connect.
The future belongs to the experiences that feel easy, human, and clear
Technology will keep accelerating. AI will transform how customers interact with brands. Digital journeys will become more complex.
But when someone gets stuck, frustrated, or uncertain, they will always want the same thing: “Can someone just see what I see and help me?”
Glance will always be there to make that moment effortless.
Here’s to the next 25 years of guided, human-centered CX - built for speed, designed for empathy, and powered by simplicity.
If you’re preparing for the future of AI-driven, human-supported CX, explore what Glance can help you build. Visit glance.cx to learn more.
