Guided CX Resources

As organizations adopt AI to boost contact center efficiency, the importance of authentic, human-led support remains essential, especially in regulated industries such as financial services. This webinar will show how Glance Cobrowse for Microsoft Dynamics 365 Contact Center, now available on Microsoft AppSource, enables service teams to deliver seamless, secure, and highly personalized experiences directly within the Dynamics 365 workspace. Key takeaways: How Glance's cobrowsing, screen sharing, and live video capabilities integrate natively into Microsoft Dynamics 365 workflows The value of combining Microsoft Copilot's real-time agent assistance with Glance Cobrowse to guide customers through complex processes Ways to trigger cobrowse moments using AI for timely, context-rich support Security and scalability features that meet the needs of highly regulated enterprises Proven strategies to reduce churn, build long-term loyalty, and increase revenue through upsell and cross-sell opportunities during live interactions

What if your digital banking experience knew you, not just your balance? At SoFi, it does. In a landscape where customers expect empathy as much as efficiency, banks and fintechs that fail to humanize AI risk losing trust – and business. Join leaders from SoFi and Glance as they explore how to design AI-driven digital banking that feels genuinely personal. We will dive into how capturing and supporting people at their most high-stress, high-value moments creates smoother experiences and drives measurable outcomes, like stronger loyalty and higher conversions. Learn how real-time engagement, behavioral insights, and emerging technologies can help financial institutions create experiences that are as human as they are intelligent. Key takeaways: How to integrate AI into customer journeys without losing authenticity Real-world examples of personalization that drive trust, loyalty, and conversions Strategies for creating meaningful digital engagement in financial services

MINDBODY is the world's leading wellness services online marketing place and software platform

Truckstop.com is an online marketplace that matches up shippers with truckers looking to transport loads.

A practical guide for customer experience leaders Based on insights from more than 600 U.S. consumers collected through a national survey conducted by Glance, the report exposes a widening gap between AI promises and customer reality. While organizations invested heavily in automation in 2025, customers reported more loops, dead ends, repeat explanations, and, ultimately, declining trust.

A practical guide for customer experience leaders AI is transforming customer experience, but trust remains the cornerstone of lasting loyalty. While 70% of CX leaders recognize AI as a business imperative, less than half of people globally are willing to trust AI systems. This growing gap between capability and comfort makes transparency, ethics, and human connection more critical than ever. This eBook explores how CX leaders can harness the power of AI responsibly, creating experiences that are transparent, ethical, and human-guided. You’ll learn how to avoid common trust breakers, design trustworthy AI systems, and balance automation with empathy.

AI and human collaboration are transforming customer experiences across industries. This is your roadmap to understanding where your organization stands today and how to advance toward smarter, more impactful customer interactions. You'll learn:

With Guided CX offering a way to bridge the two converging needs in the banking world — excellent digital offerings combined with the opportunity for human connection — it’s essential that financial decision-makers understand exactly what Guided CX in banking is, as well as what’s on the line if they don’t consider it for their own institutions.

We had the privilege to tap into the minds of proven contact center experts for Q&A sessions where they shared tips they’ve learned over the combined 50+ years of experience in the field. In this eBook, we’ve wrapped up a high-level overview of the key takeaways from these discussions.

In the face of AI advancements, what key metrics should insurance companies track to evaluate the effectiveness of its integration and its impact on customer experience? How can forward-thinking organizations assess how they balance AI and agents in customer-facing interactions? With pressure from all sides, many leaders are caught between visionary possibilities in the long term and what's achievable – and impactful – now.

About this talk When it comes to helping customers meet their goals in your digital spaces, nothing beats real human connections. Glance connects your agents with your customers, face to face and right in your company’s website or app, as a seamless part of your digital customer journey.

About this talk More than half of companies have or will have a formal CX transformation project underway this year. Among the many initiatives, organizations are leveraging visual engagement applications (video, screen-sharing, and co-browsing) to their customer interaction options.

How Constant Contact uses Glance Constant Contact, a SaaS-based email marketing solution company, has always placed a high value on customer care. They recognize that happy and successful customers are loyal customers, and that each touch point provides an opportunity to deepen the customer relationship. Constant Contact has used Glance since 2005. Customer support agents can launch a sharing session with one click, view the customer’s screen, instantly understand the problem, and guide them to a speedy solution. Glance sessions are proven to drive measurably higher First Call Resolution (FCR) and higher Customer Satisfaction (CSAT) scores. In 2016, Constant Contact began an initiative to take advantage of these high CSAT moments. They realized that customer support calls with a positive outcome — and the resultant spike in CSAT — represented a perfect opportunity to cross-sell and up-sell related products and services to happy customers. Agent KPIs now include recommending up-sell options, acceptance rate, and revenue contribution. A multi-pronged approach To breathe life into this initiative, Constant Contact embarked on a comprehensive strategy that incorporated in-depth training combined with innovative technology. The company’s service agents were taught to identify which customer interactions were, indeed, sales opportunities and, of those, which were appropriate for up-selling products and consulting services. Along with its focus on training and data analytics, Constant Contact understood it needed to implement robust technology that would enable its agents to elevate the level of personal service they could deliver. Delivering exceptional service leads to the “high-CSAT moments” to which Kenny refers. These are perfect moments for up-selling. The company consulted its long-time partner and industry leader in visual engagement solutions, Massachusetts-based Glance Networks. The idea was to understand how Glance can help Constant Contact leverage its co-browse and screen share capabilities — which have demonstrably increased its CSAT scores — to convert customer touch points into revenue opportunities.

Taking the in-branch experience digital Amid the COVID-19 pandemic shutdown in 2020, safe social distancing measures meant moving the in-branch experience to the digital environment for both bankers and customers. Loan officers and tellers had to transition their interactions from in-person to online. The need for innovation became the “Aha” moment for leaders in the Omnichannel and Online Strategy departments. They quickly decided to empower their in-branch tellers and business banking teams with visual engagement tools such as cobrowse and screen share. With one simple click of a button, business banking team members were able to join customers in the online application and help small businesses file for Payroll Protection Program (PPP) government loans. Glance Agent Video was added to the mix. Agent video lets the customer see a live video stream of the bank staff member who is helping them with their digital transaction. An omnichannel approach to the online banking experience Bankers and service reps in the call center are able to instantly launch Glance Cobrowse sessions to join the customer in the browser, see the web page, and guide customer navigation. By creating an omnichannel approach to their online banking experience, this large bank was able to retain current customers and focus on the growth of new customers. Their high-touch “do it with me” approach with cobrowse and screen share has helped bank staff to provide real-time assistance to retail customers and small businesses as they navigate through the app. Glance’s visual engagement tools were a part of their PPP strategy, which provided over seven billion dollars in loans.

Anyone who has ever filed a tax return on their own can sympathize with being stuck and confused. But taxpayers who used TurboTax® from Intuit experienced a level of hands-on collaboration that can change everything. The tax preparation software market is crowded with low-cost and free competitors. Intuit was determined to win and keep customers based on premium service and customer confidence that Intuit could help them to receive the maximum allowable tax refund.

Software demos are a key element of the selling process for ConstructConnect Software demos are a key element of the selling process for ConstructConnect, a leading software provider to the construction industry.

A practical guide for customer experience leaders Based on insights from more than 600 U.S. consumers collected through a national survey conducted by Glance, the report exposes a widening gap between AI promises and customer reality. While organizations invested heavily in automation in 2025, customers reported more loops, dead ends, repeat explanations, and, ultimately, declining trust.

A practical guide for customer experience leaders AI is transforming customer experience, but trust remains the cornerstone of lasting loyalty. While 70% of CX leaders recognize AI as a business imperative, less than half of people globally are willing to trust AI systems. This growing gap between capability and comfort makes transparency, ethics, and human connection more critical than ever. This eBook explores how CX leaders can harness the power of AI responsibly, creating experiences that are transparent, ethical, and human-guided. You’ll learn how to avoid common trust breakers, design trustworthy AI systems, and balance automation with empathy.

Don’t let your CX technology investment die at the desk—discover how to fully deploy, embrace, and optimize your solution to achieve long-term value.

With Guided CX offering a way to bridge the two converging needs in the banking world — excellent digital offerings combined with the opportunity for human connection — it’s essential that financial decision-makers understand exactly what Guided CX in banking is, as well as what’s on the line if they don’t consider it for their own institutions.

Download the eBook to learn how banks are using Guided CX to:

Improve customer experience in your digital spaces. Download the infographic to learn:

As organizations adopt AI to boost contact center efficiency, the importance of authentic, human-led support remains essential, especially in regulated industries such as financial services. This webinar will show how Glance Cobrowse for Microsoft Dynamics 365 Contact Center, now available on Microsoft AppSource, enables service teams to deliver seamless, secure, and highly personalized experiences directly within the Dynamics 365 workspace. Key takeaways: How Glance's cobrowsing, screen sharing, and live video capabilities integrate natively into Microsoft Dynamics 365 workflows The value of combining Microsoft Copilot's real-time agent assistance with Glance Cobrowse to guide customers through complex processes Ways to trigger cobrowse moments using AI for timely, context-rich support Security and scalability features that meet the needs of highly regulated enterprises Proven strategies to reduce churn, build long-term loyalty, and increase revenue through upsell and cross-sell opportunities during live interactions

What if your digital banking experience knew you, not just your balance? At SoFi, it does. In a landscape where customers expect empathy as much as efficiency, banks and fintechs that fail to humanize AI risk losing trust – and business. Join leaders from SoFi and Glance as they explore how to design AI-driven digital banking that feels genuinely personal. We will dive into how capturing and supporting people at their most high-stress, high-value moments creates smoother experiences and drives measurable outcomes, like stronger loyalty and higher conversions. Learn how real-time engagement, behavioral insights, and emerging technologies can help financial institutions create experiences that are as human as they are intelligent. Key takeaways: How to integrate AI into customer journeys without losing authenticity Real-world examples of personalization that drive trust, loyalty, and conversions Strategies for creating meaningful digital engagement in financial services

Companies across all industries are seeking to gain a strategic advantage with differentiated customer experiences. But understanding how to measure the business impact of CX improvements is crucial – both to produce quantifiable results and to ensure the investment is sound.

About this talk Live chat is fast, convenient, and the leading digital contact method for today’s consumers. It’s usually effective and efficient for both participants…until it isn’t. Live chat still relies on the ability to clearly communicate in a written medium, which is perfect for fast, simple, unmemorable interactions.

About this talk When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized.

About this talk When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized.

About this talk During this webinar, Metrigy CEO and Principal Analyst Robin Gareiss will discuss why contact centers must have three key capabilities: video, co-browsing, and screen sharing. She will cover the following:

SoFi is a member-centric, one-stop shop for digital financial services on a mission to help people achieve financial independence to realize their ambitions. The company’s full suite of financial products and services helps its more than 8.1 million SoFi members borrow, save, spend, invest, and protect their money better by giving them fast access to the tools they need to get their money right, all in one app. SoFi also equips members with the resources they need to get ahead – like credentialed financial planners, exclusive experiences and events, and a thriving community – on their path to financial independence.

How Constant Contact uses Glance Constant Contact, a SaaS-based email marketing solution company, has always placed a high value on customer care. They recognize that happy and successful customers are loyal customers, and that each touch point provides an opportunity to deepen the customer relationship. Constant Contact has used Glance since 2005. Customer support agents can launch a sharing session with one click, view the customer’s screen, instantly understand the problem, and guide them to a speedy solution. Glance sessions are proven to drive measurably higher First Call Resolution (FCR) and higher Customer Satisfaction (CSAT) scores. In 2016, Constant Contact began an initiative to take advantage of these high CSAT moments. They realized that customer support calls with a positive outcome — and the resultant spike in CSAT — represented a perfect opportunity to cross-sell and up-sell related products and services to happy customers. Agent KPIs now include recommending up-sell options, acceptance rate, and revenue contribution. A multi-pronged approach To breathe life into this initiative, Constant Contact embarked on a comprehensive strategy that incorporated in-depth training combined with innovative technology. The company’s service agents were taught to identify which customer interactions were, indeed, sales opportunities and, of those, which were appropriate for up-selling products and consulting services. Along with its focus on training and data analytics, Constant Contact understood it needed to implement robust technology that would enable its agents to elevate the level of personal service they could deliver. Delivering exceptional service leads to the “high-CSAT moments” to which Kenny refers. These are perfect moments for up-selling. The company consulted its long-time partner and industry leader in visual engagement solutions, Massachusetts-based Glance Networks. The idea was to understand how Glance can help Constant Contact leverage its co-browse and screen share capabilities — which have demonstrably increased its CSAT scores — to convert customer touch points into revenue opportunities.

How Axos Bank uses Glance With Glance, Axos bankers can see exactly what an account holder sees on their screen as they navigate the online banking app. Agents can guide customers through a number of transactions, including bill payments, fund transfers, and the completion of applications for bank products like mortgages and personal loans. Glance collaboration sessions can be launched easily by the banker, and Glance requires no download from the customer. It is a frictionless experience for the banker and the customer that works with any computer or mobile web browser the customer might be using. Glance is engineered to comply with the strictest security and privacy standards of financial services companies. Sensitive personal information in the customer’s online banking account can be masked from the view of the banker. Glance encrypts all transmitted data and employs enterprise-class SSO. How did we do it? “Human interaction, especially when it’s related to finance, is an inherently emotional and sensitive topic,” said Jonathan Crane, senior vice president of Axos’ Centers of Excellence. “Our goal is to meet our clients in the way they best prefer to interact. Sometimes they do need that higher touch connection.” The technology, provided by Glance, is a Javascript tag that’s coded into the online banking portal that lets customer service agents see exactly what an account holder sees on their screen as they peruse the bank’s website. Its bankers can “co-browse” with customers and guide them through a number of transactions. Once screen sharing is enabled, the banker can use their cursor to direct customers where they need to click in their account to initiate a transaction, find information, or enter sensitive information. On their end, the banker never sees any sensitive financial details that a customer enters into a specified field. Before a connection is made, the lender will alert the customer about exactly what the banker has access to and can view in the account. For further assurance, the banker can initiate a one-way video feed that shows the customer they’re being attended to in real time. Unlike IT remote access, however, Axos’ representatives do not have the ability to initiate or complete any transactions on behalf of the customer.

MINDBODY is the world's leading wellness services online marketing place and software platform

Anyone who has ever filed a tax return on their own can sympathize with being stuck and confused. But taxpayers who used TurboTax® from Intuit experienced a level of hands-on collaboration that can change everything. The tax preparation software market is crowded with low-cost and free competitors. Intuit was determined to win and keep customers based on premium service and customer confidence that Intuit could help them to receive the maximum allowable tax refund.

A practical guide for customer experience leaders Based on insights from more than 600 U.S. consumers collected through a national survey conducted by Glance, the report exposes a widening gap between AI promises and customer reality. While organizations invested heavily in automation in 2025, customers reported more loops, dead ends, repeat explanations, and, ultimately, declining trust.

A practical guide for customer experience leaders AI is transforming customer experience, but trust remains the cornerstone of lasting loyalty. While 70% of CX leaders recognize AI as a business imperative, less than half of people globally are willing to trust AI systems. This growing gap between capability and comfort makes transparency, ethics, and human connection more critical than ever. This eBook explores how CX leaders can harness the power of AI responsibly, creating experiences that are transparent, ethical, and human-guided. You’ll learn how to avoid common trust breakers, design trustworthy AI systems, and balance automation with empathy.

With 73% of consumers citing CX as a key purchasing factor, yet only 49% feeling satisfied with current experiences, closing the gap is essential.

Banks are facing a critical imperative to revolutionize customer engagement. From meeting customers in their critical moments to balancing automation with the human touch and unlocking smart servicing and experiences, in this eBook, we’ll delve into the strategies and insights that can help banks thrive in the digital age. Download the eBook to learn:

Download the eBook to learn how banks are using Guided CX to:

We’ve compiled 10 relevant (and surprising!) stats that illustrate today’s evolving customer service landscape. These statistics will help you better understand your dynamic role – and make informed decisions that delight customers and ignite growth. Download the infographic to learn the 10 customer service stats you need to know.

At SoFi, delivering a frictionless, secure digital experience for members is critical. In this customer testimonial, Joshua Johnson, Senior Director of Operations Strategy and Transformation at SoFi, shares how Glance helps SoFi support members more effectively during key digital moments. Before Glance, agents relied on verbal guidance alone, which often led to frustration when visual context was needed. With Glance, agents can now see what members see, resolve issues faster, and provide more supportive, human interactions without compromising security or efficiency. Key outcomes SoFi achieved with Glance include: Faster issue resolution and shorter handle times Improved member satisfaction and confidence during applications Reduced friction in critical digital interactions Seamless integration into existing agent workflows Glance empowers frontline agents with secure visual engagement tools that help members complete tasks faster and with greater confidence. Learn how Glance helps financial services organizations deliver faster, friendlier, and more effective digital customer experiences

At SoFi, delivering a frictionless, secure digital experience for members is critical. In this customer testimonial, Joshua Johnson, Senior Director of Operations Strategy and Transformation at SoFi, shares how Glance helps SoFi support members more effectively during key digital moments. Before Glance, agents relied on verbal guidance alone, which often led to frustration when visual context was needed.

Glance Guided CX empowers businesses to deliver exceptional customer experiences.

In the digital age, providing exceptional customer experiences requires more than just technology. It demands a human touch.