Why Glassbox Is Ready for Forrester’s 2026 CX Challenges
Forrester’s 2026 Customer Experience Predictions signal a shift. CX teams can’t rely on dashboards, surveys or static reports to create value. They need real visibility into what customers do and why they do it. They need systems that expose friction, quantify impact and support decisions that move the business forward.
Glassbox meets those needs today. Our platform captures every digital interaction and transforms it into intelligence teams can use immediately. Here’s how we’re already solving the challenges Forrester says will define the year ahead.
1. Escaping the "Metric Obsession" Trap
More than 95% of customers don’t fill out surveys. We analyze their sessions and surface patterns that match the feedback from the vocal minority. Instead of assumptions, teams get a truthful view of sentiment and impact.
When a major UK bank couldn’t explain rising friction, Glassbox uncovered silent failures. Customers with special characters in their names were getting blocked during account opening with no visible error. Fixing the issue reduced login problems by 4%. At SoFi, anomaly detection flagged 546 failed loan application sessions in a single week and revealed roughly $9 million in potential lost revenue. Their team resolved it the same day.
2. Using AI Responsibly
AI speeds analysis, but it also introduces risk. Forrester expects firms to face public issues tied to weak data governance.
GIA, our Glassbox Intelligent Assistant, keeps risk in check. It runs on Microsoft Azure OpenAI Service, never trains on customer data and keeps teams in control. GIA helps users summarize insights, search sessions with natural language and collaborate faster, but every output is auditable and explainable. Wells Fargo relies on this approach to diagnose authentication and bill payment issues with confidence.
3. Deploying GenAI Without Damaging Trust
More financial institutions are experimenting with AI-driven support. Many will unintentionally hurt their customer experience if they can’t see where their virtual agents fail.
Glassbox exposes this in real time. Session replay shows exactly where customers struggle, click away or escalate. Leaders watch real behavior, not predicted paths. When customers expect secure and reliable digital experiences, this level of detail protects trust.
4. Moving from Journey Mapping to Journey Management
Static journey maps can’t keep up with real user behavior. Forrester expects most CX teams to retire them.
Glassbox replaces mapping with active journey management. Augmented Journey Map tracks every interaction and updates continuously. An Post Insurance used it to improve quote flow performance and increased conversion by 6%. A FTSE 100 insurer uncovered a cookie issue that trapped users in expired sessions—an error worth an estimated $515,000 a year in lost revenue. They fixed it with clear evidence and measurable urgency.
5. Building Scalable CX Systems
Design systems only work when teams know how customers actually experience them. With accessibility regulations expanding, Forrester calls this a key advantage.
Glassbox monitors accessibility, usability and performance across every digital interaction. Real-time WCAG scanning identifies barriers as they happen and guides developers through fixes before issues reach production. Instead of relying on quarterly reviews, teams improve accessibility continuously.
6. Preventing Fraud at Scale (A Financial Services Differentiator)
Fraud attacks evolve faster than manual reviews. Glassbox detects suspicious patterns instantly and gives fraud teams what they need to act.
A major US retail bank saved $18 million in fraud losses within seven months using Glassbox. Another fintech investigated a single username and immediately uncovered 81 related usernames, 35 IPs and 15 devices linked to the same actor. Behavioral analytics and session replay cut investigation time from hours to seconds.
7. Strengthening Troubleshooting and Support
Support agents resolve issues faster when they can see what customers experienced. Glassbox gives them that view. Credit.com uses session replay to replicate issues and co-browse to guide customers through solutions. This removes guesswork and turns stressful interactions into productive ones.
8. Simplifying Compliance and Dispute Resolution
Financial institutions need tamper-proof records of every digital interaction. Glassbox Digital Record Keeping provides a secure and unalterable archive. When disputes arise, teams retrieve the exact session in seconds and present a complete audit trail without manual reconstruction.
Ready for 2026?
Forrester’s predictions highlight an industry that needs truth, not trends. Glassbox delivers that truth through:
Real-time analytics that expose friction and impact
AI that accelerates insight and keeps humans in control
Continuous accessibility monitoring
Behavioral fraud detection
Active journey management
Secure digital record keeping
Leading banks and insurers use Glassbox to power CX programs that move their business forward. See how it works. Request a demo or take a guided product tour.
