As companies rethink how automation and human support intersect, Glance elevates longtime leader Heather Nightingale to guide product strategy in a customer-experience market rapidly reshaped by artificial intelligence.
Glance has promoted Heather Nightingale to Vice President of Product, placing a longtime company leader in charge of shaping the next phase of its customer-experience technology. Nightingale, who has worked with the Massachusetts-based company since 2016, will oversee product strategy and marketing as Glance adapts to a digital support landscape increasingly influenced by artificial intelligence.
The appointment comes at a moment when customer experience platforms are evolving quickly. Many companies are experimenting with AI chatbots and automated service tools, but these systems often struggle when customers encounter complex or high-stakes issues that require human guidance.
Glance has focused its technology on a concept known as “guided customer experience,” which allows support agents to visually assist users through websites, mobile apps, or digital portals. Instead of relying solely on written instructions or chat responses, representatives can interact with a customer’s screen in real time to help resolve problems or complete transactions.
Nightingale’s new role reflects how companies are trying to balance automation with human interaction as digital services grow more complicated. While AI tools promise efficiency and scale, businesses are also grappling with how to preserve trust and clarity in moments when automated systems fall short.
The broader challenge for technology providers like Glance lies in defining where automation ends and human support begins. As organizations integrate AI into customer journeys, product leaders such as Nightingale will likely shape how platforms combine machine-driven insights with the kind of real-time assistance that still depends on human expertise.
