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Glance's Vision for Human-AI Collaboration

On September 24, 2025, Glance, a noted pioneer in collaborative technology, announced the launch of its latest AI + Human Maturity Model™ tailored for enhancing customer experiences. As companies rapidly advance in utilizing AI, Glance aims to provide a structured path for organizations to merge intelligent automation with authentic human interaction.

Evolution of the Maturity Model

Initially designed to assist organizations in their AI experimentation, the newly revised model captures the dynamic shifts observed in the industry. With increasing adoption of automation strategies, especially in customer and employee interactions, there's a growing need for systems that adapt intelligently while working alongside people. This is where Glance’s updated model comes into play, providing a framework to navigate the complexities of modern AI implementation.

The revised model categorizes maturity into five key stages: Foundational, Responsive, Intelligent, Predictive, and Proactive. Each stage delineates expectations across vital areas including customer and employee experiences, data management, infrastructure enhancements, and operational efficiencies. The new framework offers insights that previously advanced capabilities are now essential baseline requirements.

New Approaches to AI Adoption

Heather Nightingale, Senior Director of Product Marketing at Glance, emphasizes that with the surge in AI adoption across customer interactions, the pivotal inquiry is no longer if organizations should employ AI, but rather how effectively they are using it to enhance the user experience. The maturity model is designed to provide teams with a realistic roadmap for transforming their customer experiences in a human-centric manner, preparing them for future challenges and shifts in technology.

Benefits for Customer Experience Leaders

The AI + Human Maturity Model serves as a crucial asset for leaders in customer experience, product innovation, and digital transformation. It aids them in assessing their current positions, prioritizing resource allocations, and encouraging cross-departmental cohesion. The insights derived from Glance’s continuous dialogues with industry leaders equip organizations with best practices to benchmark against competitors.

Organizations eager to discover where they sit on the AI-Human CX maturity scale can access the updated model at Glance's website.

About Glance

Glance Guided CX™ empowers companies to foster lasting customer relationships by facilitating instant and meaningful human-to-human interactions within their digital platforms. With a wide array of renowned brands relying on Glance, the solution aims to elevate engagement, drive revenue, and enhance customer lifetime value, showcasing the potential of human-centered customer experiences.

In an era where the fusion of advanced technology with human insights is key, Glance’s model stands as a testament to a thoughtful and strategic approach to customer interactions. With the right tools and frameworks, businesses can navigate the complexities of modern customer expectations, all while maintaining the essential human touch that drives loyalty and satisfaction.