Enterprise customer experience platform Glance has promoted longtime executive Heather Nightingale to Vice President of Product, a move that underscores the company’s focus on evolving guided customer experience tools in the age of AI.

Nightingale, who has worked with Glance since 2016, will now oversee product strategy and product marketing, helping shape the company’s roadmap as enterprises rethink how automation and human interaction coexist in digital customer journeys.

The promotion comes as AI-driven CX tools proliferate across industries, forcing vendors to differentiate not only on automation capabilities but also on how effectively they enable real-time human support when digital interactions become complex.

A Longtime Leader Steps Into Product Strategy

Before the promotion, Nightingale served as Senior Director of Product Marketing and Partnerships, where she helped define the company’s product positioning and market strategy.

During that time, she also expanded the company’s analyst relations and partner programs while supporting Glance during a key period of growth.

In her new role, Nightingale will focus on aligning market trends, enterprise customer needs, and company growth priorities into a unified product strategy.

Her responsibilities include:

• Strategic product planning

• Expanding customer feedback initiatives

• Guiding AI-related product development

• Strengthening the company’s enterprise security and compliance positioning

The goal is to ensure the platform continues to support complex enterprise environments where customer support, sales, and service interactions often involve sensitive data and regulated workflows.

Guided CX Meets the AI Boom

Glance’s core technology centers on guided customer experience, enabling companies to provide real-time visual collaboration between customers and support agents.

Through co-browsing and screen-sharing features embedded in websites, mobile apps, and authenticated portals, agents can visually guide customers through digital processes—such as completing applications, troubleshooting issues, or navigating complicated workflows.

The approach has become increasingly relevant as businesses push customers toward self-service digital channels while still needing human support for high-stakes interactions.

Nightingale believes the rapid rise of AI will only increase the importance of that balance.

“Customer experience is entering a new phase where AI is more visible and accessible than ever before,” she said. “But AI doesn’t replace the moments where personal connection is most impactful—it enhances them.”

In practice, that means combining automated tools with human assistance when digital journeys become confusing or complex.

A Focus on Secure Enterprise AI

As AI capabilities expand across CX platforms, Glance says it is prioritizing secure, practical implementations designed for highly regulated industries.

Many large enterprises—particularly in financial services, healthcare, and telecommunications—must comply with strict security and privacy standards when deploying new technologies.

Glance’s visual collaboration platform is designed to operate within those environments, enabling real-time assistance without exposing sensitive information or disrupting existing technology ecosystems.

The company says Nightingale’s product leadership will help guide how AI features are integrated into those workflows.

CEO Signals Strategic Direction

For Glance CEO Tom Martin, the promotion reflects both Nightingale’s contributions and the company’s future priorities.

“Heather has been instrumental in shaping how we think about product, market alignment, and the evolving CX landscape at Glance,” Martin said.

He added that as AI continues reshaping digital customer interactions, the company needs focused leadership to guide both product vision and execution.

That leadership will be critical as CX technology vendors compete to deliver smarter automation while preserving the human interactions that still define customer loyalty.

The Future of Human-Centered Digital Support

As businesses continue automating customer service with chatbots, AI assistants, and self-service portals, the challenge is ensuring those systems don’t create friction when customers encounter problems.

That’s where guided CX platforms are carving out a niche—providing human assistance layered on top of digital experiences.

Glance’s technology aims to bridge that gap by allowing agents to visually guide customers through tasks in real time, reducing frustration and improving resolution rates.

For Nightingale, the mission remains simple: keep the human element at the center of digital interactions.

“Our customers choose us because we help them humanize and bring resolution to the high-stakes interactions that define brand loyalty,” she said.

As enterprises continue blending automation with human support, the next evolution of customer experience may depend less on replacing people—and more on helping them collaborate more effectively with AI.

Get in touch with our MarTech Experts.