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Glassbox

Glassbox Ltd. is an founded in 2010 that specializes in digital customer experience analytics platforms for and applications. The captures every , including clicks, scrolls, and form inputs, through tagless recording and session replays, enabling organizations to visualize and analyze digital journeys in real-time. Glassbox leverages to identify friction points, performance issues, and optimization opportunities, serving sectors such as banking, , , and to boost revenue, loyalty, and compliance. Notable advancements include -driven tools for crash analytics, voice-of-the-customer insights, and regulatory recording solutions like MiFID II and 17a-4 compliance. In May 2024, Glassbox was acquired by Alicorn Venture Partners, its long-term investor, to fuel further investments and product expansion amid a shift toward enhanced digital intelligence capabilities.

Company Overview

Founding and Headquarters

Glassbox was founded in 2010 in by Yoav Schreiber, Yaron Gueta, and Hanan Blumstein, who identified gaps in existing digital experience analytics platforms for web and applications, particularly in handling high-volume in sensitive environments while ensuring ease of deployment and . The founders, drawing from their corporate experience, left their prior roles to develop a solution emphasizing session-level insights without requiring extensive user tagging or complex setups. Initially operating under the name Clarisite, the rebranded to Glassbox to reflect its focus on transparent, replayable user interactions akin to viewing through a "glass box." The company's headquarters are located at 25 Bazel Street in , , a hub for technology firms near . This central Israeli base supports its operations as a publicly traded entity on the (TASE: GLBX), underscoring its roots in Israel's tech ecosystem. Glassbox maintains additional offices in , , and , , to facilitate global expansion and customer support, though the Petah Tikva facility remains the primary administrative and R&D center.

Mission and Business Model

Glassbox's mission centers on empowering organizations to deliver superior digital customer experiences by revealing actionable insights into user behaviors across web and mobile applications. Founded with a focus on supporting high-volume, data-sensitive environments, the company prioritizes human-centered of digital journeys, guided by principles of objectivity, honesty, and to enable businesses to reduce , boost conversions, and foster customer loyalty. The company's revolves around a software-as-a-service () platform that provides digital experience analytics, including session replay, journey mapping, and performance optimization tools, deployed primarily via subscriptions. is generated through flexible, customizable subscription plans tailored to enterprise-scale needs, with a strong emphasis on annual recurring revenue (ARR) contracts that support scalable deployment without extensive on-premises infrastructure. In , Glassbox achieved ARR of $57.3 million, marking a 17% year-over-year increase, while cloud subscription ARR surged 54%, underscoring the model's shift toward -based, recurring income streams amid growing demand for agile analytics solutions. This model targets regulated industries such as , , , and , where clients leverage the platform to capture 100% of digital events, ensure compliance with data privacy standards, and derive quantifiable like enhanced revenue metrics and reduced user drop-offs. By integrating with capabilities, Glassbox enables proactive optimization, allowing customers to align digital strategies with empirical user rather than assumptions, thereby supporting sustained profitability and competitive differentiation.

Technological Products and Features

Core Analytics Capabilities

Glassbox's core analytics capabilities center on capturing and analyzing 100% of user interactions across websites and applications, enabling detailed reconstruction of digital journeys without sampling limitations. The platform automatically logs over 1,000 events per average session, including clicks, taps, scrolls, form inputs, and page loads, which are indexed for rapid querying and playback. This full-fidelity data capture supports session replay functionality, where analysts can review exact user experiences in a video-like , identifying points such as rage clicks or dead ends that correlate with drop-offs. Key features include interaction maps that visualize aggregate user behaviors, such as heatmaps of zones and flow diagrams tracing paths through funnels like checkout processes. Business flows analytics allow segmentation of user cohorts by demographics, devices, or behaviors to quantify impacts from specific interactions. Out-of-the-box metrics provide pre-built dashboards for common KPIs, including abandonment rates and session durations, integrated with real-time monitoring to alert on anomalies. Performance analytics extend these capabilities by incorporating (RUM) to track core web vitals—metrics like Largest Contentful Paint, First Input Delay, and Cumulative Layout Shift—correlating them with business outcomes such as revenue loss from slow loads. Launched in October 2021, this module detects technical issues like errors or failures, prioritizing remediation based on affected volume and session impact scores. Unlike traditional tools relying on aggregated data, Glassbox's approach ties granular session replays to performance diagnostics, facilitating root-cause without .

AI-Driven Innovations

Glassbox integrates through algorithms that automate the analysis of 100% of digital experience data in , enabling in website and app performance as well as user behavior deviations. This approach processes trillions of data points to identify user struggles and correlate them with drops in conversion rates, prioritizing issues based on their business impact. Automated page grouping further simplifies journey analysis by clustering similar web pages without manual tagging. A key innovation is the Glassbox Insights Assistant (GIA), a generative tool launched on January 10, 2024, in partnership with Service. GIA employs and a conversational to deliver actionable insights from vast datasets, accessible to non-technical users and reducing reliance on data teams. It supports Glassbox's vision of autonomous management, where systems self-optimize digital interactions with minimal human intervention. Complementing GIA, the Voice of the Silent (VoS) solution, introduced on February 13, 2024, leverages to extend voice-of-the-customer programs beyond the typical 4-7% survey response rate. VoS correlates explicit feedback with behavioral data from all digital sessions, capturing insights from the "silent majority" of average-experience users (approximately 58% of customers) to refine metrics like and . These AI capabilities draw on Glassbox's tagless data capture technology, which provides comprehensive, unstructured session data to fuel predictive models for error detection, mitigation, and . For instance, financial institutions have used GIA for real-time and friction identification, such as resolving checkout bugs that previously led to revenue loss.

Security and Compliance Tools

Glassbox's security and compliance tools emphasize data privacy through automated masking and omission of personally identifiable information (PII) at the point of capture, configurable to organizational needs while adhering to regulations such as GDPR, CCPA, HIPAA, GLBA, and . This includes patented real-time masking technology that protects PII across mobile and desktop sessions, with default settings that enable full user data capture without violating privacy standards. The platform supports auditable forensic records of digital interactions, allowing compliance teams to retain, retrieve, and prove regulatory adherence with minimal ambiguity, including options to define session retention rules and mask sensitive data like or . Advanced features incorporate auto-detection and omission of PII and from client- and server-side sources, alongside role-based and application-based permissions for controlled access. In 2020, Glassbox achieved ISO 27701 certification, positioning it as the first digital customer experience analytics provider to implement principles, which extend to a four-layer security model encompassing data encryption, access controls, and compliance monitoring. These tools facilitate regulatory data retrieval on demand and efficient complaint resolution by maintaining tamper-proof session replays, reducing reliance on subjective recollections in disputes.

Historical Timeline

Early Development (2010–2018)

Glassbox was founded in 2010 in by Yoav Schreiber, Yaron Gueta, and Hanan Blumstein, who identified gaps in existing digital experience analytics platforms for and applications, particularly in handling high-volume data in sensitive environments with minimal installation overhead. The initial focus was on developing tools to capture, record, analyze, and replay sessions, enabling businesses to gain insights into journeys without disrupting operations. In August 2012, the company secured its seed funding round of $1 million, providing resources to refine its core behavioral platform and begin validation. This early investment supported product iteration, emphasizing big-data solutions for content and user interaction tailored to needs in and . Throughout the mid-2010s, Glassbox expanded its engineering and sales efforts from its base, establishing offices in and to target international clients, while prioritizing scalable, privacy-compliant session replay and optimization features. By October 2018, the company had raised a cumulative $32.5 million, culminating in a $25 million Series B round led by Updata Partners, which fueled accelerated product development in automatic insights and global scaling. This period marked the transition from startup prototyping to a mature platform serving high-stakes digital channels, with early adopters in banking and leveraging its non-intrusive deployment for detection.

Growth and Public Listing (2019–2021)

In , Glassbox achieved revenue growth exceeding 67% year-over-year, marking the third consecutive year of revenue more than doubling, driven by expanding adoption of its digital experience platform amid rising demand for and optimization tools. The company's performance reflected strengthening enterprise customer relationships and product enhancements focused on session replay and . Early 2020 saw Glassbox secure $40 million in Series C funding, led by investors including Brighton Park Capital, to fuel product development and international expansion despite global economic disruptions from the . In October 2020, Glassbox acquired SessionCam, a UK-based provider of digital , enhancing its session recording capabilities and accelerating in . These moves contributed to operational milestones, including support for over 1 trillion annual customer journeys by late 2020, underscoring robust platform scalability. By mid-2021, Glassbox reported annual recurring revenue (ARR) of $37 million, with total ARR growing 25% year-over-year and cloud-based ARR surging 32%, signaling a shift toward subscription models. Net new ARR for the first nine months of 2021 increased 186% on a basis, propelled by gains in new verticals and geographies. Glassbox went public on the in June 2021, raising $100 million through an at a post-listing valuation of approximately $500 million. The proceeds were earmarked for global expansion, including potential future listing on the , while year-end ARR reached $44 million, reflecting 34% year-over-year growth.

Post-IPO Expansion and Recent Advances (2022–2025)

Following its in June 2021, Glassbox reported 20% year-over-year revenue growth in 2022, achieving $46.05 million in while reducing operating cash burn to $16 million amid high gross retention rates. Annual recurring revenue (ARR) reached $45.5 million by 2022, reflecting 30% year-over-year expansion driven by and upsell opportunities. By the first nine months of 2022, non-GAAP revenue grew 25% year-over-year to $35 million, with ARR increasing accordingly. In 2023, revenue rose modestly to $48.62 million, a 5.58% increase, while ARR climbed 17% to $57.3 million, bolstered by a 54% surge in subscription ARR as the company shifted toward delivery models. This period marked accelerated investment in AI-driven features, positioning Glassbox toward "Autonomous " capabilities for automated digital experience optimization. continued growing into 2024, reaching $54 million over the trailing twelve months ending June 30, with quarterly figures at $13.96 million and 24.22% sequential growth. Geographic and market expansion intensified through strategic partnerships, including a 2024 alliance with Alicorn to enhance analytics penetration in the region. In August 2025, Glassbox secured undisclosed strategic funding from Poalim Equity, earmarked for advancing AI-powered behavioral analytics, fraud prevention, and real-time personalization tailored to clients. changes supported these efforts, with the appointment of Guy Perry as CEO on October 22, 2025, to drive global scaling and innovation in digital analytics. Product advancements emphasized integration and tools, including the launch of Glassbox Intelligence Assistant (GIA) in 2024 for enhanced insight generation from session data. On September 16, 2025, the company introduced the industry's first real-time accessibility solution, embedding automated detection and remediation of digital barriers directly into its platform to link with customer journey metrics. These developments aligned with broader enhancements for friction reduction in mobile and web experiences, targeting sectors like banking where session replay and reduce abandonment rates.

Business Performance and Impact

Financial Milestones

Glassbox secured initial funding in its early years, culminating in a total of approximately $32.5 million raised by October 2018 from investors including Alicorn, which committed $9 million since inception. In April 2020, the company completed a $40 million Series C round led by Brighton Park Capital, with participation from existing investors such as Updata Partners, Ibex Investors, Gefen Capital, and CEIIF, aimed at expanding its digital analytics platform. The firm achieved a major milestone with its on June 9, 2021, raising $100 million on the at a post-listing valuation of nearly $500 million, underwritten by Poalim IBI. This listing supported global expansion and innovation, following strong pre-IPO growth including $35 million in annual recurring revenue (ARR) reported for Q1 2021. Post-IPO, Glassbox reported $44 million in ARR for 2021, reflecting 34% year-over-year growth driven by new verticals and geographies. Revenue continued to expand, with 20% year-over-year growth in 2022 alongside reduced cash burn to $16 million. By 2023, ARR reached $57.3 million, a 17% increase, with subscription ARR surging 54% year-over-year. In December 2024, Glassbox transitioned to private ownership through a take-private , allowing Updata Partners to exit after its 2018 . On August 5, 2025, the company secured a strategic from Poalim Equity to fund enhancements and expansion in banking and .

Market Adoption and Partnerships

Glassbox has achieved significant market adoption among enterprises seeking digital experience analytics, particularly in sectors such as , , , and healthcare. The platform processes over 1 trillion and sessions annually, enabling organizations to analyze interactions at scale. In 2023, Glassbox added 51 new customers, including , contributing to record growth in subscription . By 2024, the company reported $44 million in software annual recurring (ARR), reflecting accelerating adoption driven by demand for AI-powered tools. Notable adopters include , Totalplay, , and , which leverage Glassbox for and optimization. The company's customer base spans over 450 organizations globally, with strong penetration in high-volume digital channels where session replay and behavioral insights are critical. Adoption has been bolstered by Glassbox's leadership in G2's Fall 2024 reports, where it topped all 14 categories and saw a 9% increase in recognitions year-over-year, based on verified user reviews. In terms of partnerships, Glassbox launched a Partner on June 25, 2024, designed to scale go-to-market efforts through incentives and resources for resellers, integrators, and allies. Key collaborators include , , AWS, Optimizely, Kameleoon, Blue Triangle, and Ness Technologies, facilitating seamless integrations for enhanced . The platform supports deep integrations with tools for data feeding into broader ecosystems, such as CRM and suites. A notable expansion occurred on January 17, 2025, with a alongside Liquid PC, leveraging its reseller network—including —to broaden distribution of Glassbox's solutions globally. These alliances emphasize enterprise-grade scalability and AI-driven CX optimization over standalone deployments.

Industry Recognition and Achievements

Glassbox has garnered significant industry recognition primarily through customer review platforms and specialized awards programs, with a focus on its digital experience analytics capabilities. In G2's Fall 2024 reports, Glassbox was the only vendor recognized as a leader across all 14 customer experience categories, achieving a 9% growth in total recognitions based on verified user reviews evaluating functionality, ease of use, and support. This builds on prior G2 accolades, including over 350 leadership awards by Spring 2023, spanning categories such as product analytics for enterprises and distinctions for easiest setup, best relationship, and highest ROI. In 's 2024 Best Software Awards, Glassbox ranked among the top 100 software products globally, earning placements on seven lists, including Highest Satisfaction and Best Product for Implementation. Earlier recognitions include 150 G2 accolades in Q1 2022, establishing leadership in nine categories such as Customer Journey Analytics and Session Replay, derived from aggregated user feedback on platforms like web and mobile analytics tools. Beyond , Glassbox received the 2023 MarTech Breakthrough Award for Innovation, highlighting its advancements in AI-powered session intelligence and personalization. In 2019, it won an Lumiere Award for its real-time cross-platform solution, recognizing contributions to and digital experiences. Glassbox was included in Gartner's 2021 Competitive Landscape report for Customer Analytics and Journey Analytics, positioning it among vendors offering data-driven insights into user behaviors, though it has not been named a leader in Gartner's evaluations for related markets. These achievements reflect strong user-perceived performance in peer-reviewed platforms like , which prioritize empirical customer data over analyst projections, though such recognitions can vary with review volume and self-selection biases in submissions.

Controversies and Criticisms

Privacy and Data Handling Concerns

Glassbox's session replay , which records interactions including screenshots, keystrokes, and paths in mobile apps and websites, has faced criticism for potentially capturing sensitive such as numbers, passwords, and details without adequate safeguards. This risk arises because the SDK relies on app developers to manually configure masking for input fields, and failure to do so can result in unredacted transmission and storage of protected information. In February 2019, Apple issued warnings to developers using Glassbox in apps, flagging violations of guidelines that require explicit user consent for tools collecting or user data via third parties. The scrutiny followed reports exposing how banking apps from clients like and employed Glassbox to log up to billions of sessions monthly, often without notifying users of the recording, thereby enabling inadvertent exposure of financial details during transactions. Security analyses, including those from , have identified Glassbox SDKs in enterprise apps handling financial and corporate data, noting that unmasked captures could lead to breaches if data is intercepted or improperly accessed during transfer to Glassbox servers. Although Glassbox encrypts communications and excludes certain fields by default, the absence of mandatory, automated across all deployments has prompted concerns about with privacy laws like GDPR and CCPA, where processors bear joint liability for mishandling . Ethical issues have also emerged regarding user and , as session replays occur in the background without visible indicators, potentially allowing for behavioral profiling that borders on . Glassbox CEO Yaron acknowledged the need for stronger measures post-2019, stating the company expanded its team, but critics argue the technology's design inherently incentivizes over-collection to maximize analytics value, heightening violation risks if clients prioritize insights over restrictions. No large-scale data breaches directly linked to Glassbox have been publicly documented, yet the 2019 incidents underscored systemic vulnerabilities in session replay tools, influencing industry calls for stricter default protections.

Operational Challenges

Glassbox has encountered operational difficulties related to internal management and strategic execution, including high employee turnover and inconsistent leadership approaches. Employee feedback on platforms like Glassdoor indicates challenges such as reactionary decision-making by prior management, leading to a lack of coherent business strategy and frequent staff churn, with one review describing a "churn and burn" environment following aggressive hiring and subsequent mass layoffs, including a reported 90% reduction in the sales team after initial expansion. These issues culminated in a leadership transition on October 23, 2025, when Glassbox appointed Guy Perry as CEO, succeeding Yaron Morgenstern, with the stated aim of enhancing global scaling, , and alignment between and execution to overcome prior impediments. Product operations have also presented hurdles, as evidenced by user reports of reliability problems, including session replay issues with slow response times, limitations on historical , and challenges in session , alongside a steep and missing features that hinder efficient deployment. Such technical shortcomings reflect broader developmental and support strains in maintaining a robust platform amid competitive pressures in digital analytics.

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