Elizabeth Glagowski

Show report: The ABCs of AI in CX

Elizabeth Glagowski - June 29, 2023

Last week was one of the CX industry's biggest events -- Customer Contact Week. Of course, the hot topic of the show was AI...

PODCAST: Fight retail fraud with true customer understanding

Elizabeth Glagowski - April 24, 2023

Retailers and e-commerce brands are struggling to keep up with fraudsters who keep finding innovative ways to commit fraud. It the latest episode of...

Seen and heard at NRF: Retailers eye opportunities in 2023, even amid uncertainty

Elizabeth Glagowski - February 2, 2023

It was clear to anyone who walked into the Javits Center in New York City earlier this month for the National Retail Federation (NRF)...

Customers are your ‘ace in the hole’ during uncertain times

Elizabeth Glagowski - November 16, 2022

CX do’s and don’ts to prepare for potential economic shifts

Forrester CX conference recap: Digital-first falls flat, virtual employees cultivate culture

Elizabeth Glagowski - June 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022, which revealed that CX quality dropped for nearly...

2022 wage strategies: How contact centers can face the Great Resignation

Elizabeth Glagowski - December 22, 2021

In the face of the Great Resignation, industries across every sector are faced with a harsh reality: give your employees a healthy and productive...

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Elizabeth Glagowski

Recent posts

2025 CX Trends: 5 ways customer experience ushers in a new era

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests

CCMA report: Data analytics reinvents the contact center, starting with the front line

Cut through the AI noise by focusing on the “who”

What it takes to create “effortless” experiences