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Customer Experience
Sales
Marketing
Service
Employee Engagement
Topics
Customer Acquisition
Customer Engagement
Customer Growth
Customer Loyalty
Customer Retention
Customer Strategy
Data Analytics
Digital Engagement
Mobile Engagement
Omnichannel
Personalization
Social Media
Technology
Voice of Customer
Workforce Management
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Posts by Elizabeth Glagowski
Elizabeth Glagowski
Contact Tracing: 4 Lessons Learned from the Front Lines
Elizabeth Glagowski
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June 1, 2020
Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may be exposed...
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Contact Centers Maintain Human Connections in Times of Crisis
Elizabeth Glagowski
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April 6, 2020
In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions....
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Human Resources Adapts to a Changing CX Workforce
Elizabeth Glagowski
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July 22, 2019
Data and people-centered strategies enable a great contact center environment.
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Seen and Heard: National Retail Federation Big Show 2019
Elizabeth Glagowski
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January 16, 2019
Lessons for retail and others about CX trends, employee and talent issues, and technology as a CX/EX enabler.
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How Long Is Too Long to Wait for Customer Service?
Elizabeth Glagowski
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June 20, 2011
Would you wait more than eight minutes to speak to a customer service representative on the phone?
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The Pros and Cons of Mobile Customer Feedback
Elizabeth Glagowski
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December 6, 2010
How can companies balance the complexities with the benefits of mobile customer feedback?
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Recent posts
CCMA report: Data analytics reinvents the contact center, starting with the front line
October 30, 2024
Cut through the AI noise by focusing on the “who”
October 14, 2024
What it takes to create “effortless” experiences
September 30, 2024
Conversational AI vs. conversation AI: What’s the difference?
August 16, 2024
Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis
July 25, 2024
