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Celebrating 25 Years of Innovation at Glance

Glance, a pioneering company specializing in enterprise cobrowsing and guided customer experience solutions, has officially marked its 25th anniversary. Founded in 2000 by visionaries Rich Baker and Taylor Kew in a modest attic in Winchester, Massachusetts, Glance has transformed from a startup into a Fortune 500 leader, continually redefining the landscape of customer engagement technology.

A Vision Brought to Life

The inception of Glance was rooted in a simple yet profound belief: that digital interactions should mimic the clarity and natural flow of in-person conversations. The founders aspired to craft a tool that enabled seamless communication between customers and businesses. This vision materialized into a one-click, no-download screen-sharing service, designed to function effortlessly and efficiently.

From these humble beginnings, Glance has undergone significant evolution, now offering comprehensive solutions that guide users through complex digital experiences without compromising security or privacy. The company's foundational principles—removing friction from online interactions and placing human connection at the forefront—still guide its philosophy today.

Revolutionary Developments

Over the past quarter-century, Glance has ventured beyond basic screen-sharing functionality to pioneer features that enhance the customer experience. The introduction of mobile cobrowsing was a response to the growing mobile-first customer base, ensuring that users can receive guidance on-the-go. Moreover, the integration of video communication added a layer of empathy, making high-stakes interactions more understandable and reassuring.

In recent years, the company has embraced artificial intelligence, launching AI-assisted workflows that help connect customers with the appropriate human experts when they need assistance. These innovations have allowed Glance to facilitate critical interactions for some of the largest enterprises across industries such as financial services, healthcare, technology, and insurance, allowing millions of users to feel empowered and supported.

Milestones and Future Aspirations

The journey of Glance has been marked with significant milestones, from its early days as a startup to its current position as a trusted partner for Fortune 500 companies. Close collaboration with industry leaders has driven Glance to sustain high standards of reliability and simplicity in design, ensuring that customer experience remains secure and user-friendly.

Tom Martin, the current CEO of Glance, articulated the company's ongoing mission: "Twenty-five years ago, Rich and Taylor established Glance with the objective of simplifying human connection. Today, we remain dedicated to this purpose. Every advancement we’ve accomplished—ranging from enterprise cobrowsing to AI-driven handoffs—has stemmed from our commitment to enhancing the human experience."

Looking ahead, Glance is set to capitalize on the emerging trends in hybrid customer experiences, where AI and humans collaborate seamlessly to offer personalized, predictive support. As convenience becomes pivotal in determining the success of enterprises, Glance is poised to maintain its innovative pace, enabling organizations to build intuitive experiences grounded in authentic human interactions.

The future endeavors of Glance include expanding its developer-friendly ecosystem, enhancing cobrowse capabilities, and integrating AI-driven customer experience workflows—all while adhering to their core values of simplicity and trust.

A Legacy of Commitment

For a remarkable 25 years, Glance has played a pivotal role in guiding customers through significant processes, including mortgage applications, healthcare enrollments, and financial planning. Their effectiveness lies in fostering clarity during moments that require transparency and confidence, essential qualities that Glance has mastered over time.

As Glance reflects on its past achievements, it continues to prioritize the needs of its users, focusing on ensuring that individuals feel understood and supported during critical decision-making moments. According to Martin, "We are proud to support the most reputable brands in pivotal customer interactions. As we celebrate this milestone, our primary goal remains unchanged: to help people feel confident and supported whenever they seek assistance."

To discover more about Glance's human-centered approach to customer experience, readers can download their complimentary guide, "Trust and Transparency in AI-Driven CX: A Practical Guide for Customer Experience Leaders" at glance.cx.

About Glance

Glance Guided CX™ empowers enterprises to build lasting customer relationships via instant, personal interactions across their websites, mobile apps, and portals. Trusted by many of the world’s leading brands, Glance is committed to orchestrating remarkable customer experiences that enhance engagement, drive revenue, and increase lifetime value. Learn about creating impressive human-centered experiences at glance.cx.