Glance, a leading provider of cobrowse and visual collaboration solutions, announced the release of its updated 2025 AI + Human Maturity Model™ for Customer Experience (CX). The model helps organizations assess their progress and plan advancement in integrating intelligent automation with meaningful human interaction to create smarter, personalized CX in the age of agentic automation.
Updated AI + Human Maturity Model™ outlines five CX maturity stages: Foundational, Responsive, Intelligent, Predictive, and Proactive
Model covers customer-facing experiences, employee tools, data architecture, infrastructure, and operations
Reflects rapid AI adoption, particularly agentic automation that acts autonomously and adapts in real time alongside humans
Capabilities once “advanced” are now baseline expectations for competitive organizations
Designed for CX leaders, product teams, and digital strategists to benchmark, prioritize, and align cross-functional efforts
Draws insights from direct customer interactions illustrating practical human-AI collaboration benefits
Today’s AI systems don’t just follow rules; they take initiative, adapt continuously, and collaborate with humans to optimize outcomes. This evolution brings complexity that the model addresses by providing a realistic roadmap for organizations to balance automation speed with authentic human touch.
Heather Nightingale, Sr. Director of Product Marketing at Glance, noted:
"The big question isn’t 'Should we use AI?' but 'Are we using AI in a way that actually improves the experience?' This model helps teams move forward with confidence in a human-centric and future-ready manner."
The model’s insights support varied organizational scenarios where blending AI-powered tools with human empathy, judgment, and contextual awareness leads to wow-worthy CX that drives revenue, loyalty, and customer lifetime value.
Glance Guided CX™ enables instantly accessible, personal, human-to-human collaboration within mobile apps, portals, and websites across any device or platform. Trusted by the world’s top brands, Glance transforms key customer moments into relationship-building, revenue-driving opportunities. Learn more at glance.cx.
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