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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
How Well Do Brands Use Mobile Messaging and Live Chat?
Elizabeth Glagowski
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July 6, 2020
When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be...
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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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Recent posts
2025: The year of autonomous AI agents
February 10, 2025
NRF show report: Retail’s future is built on data
January 17, 2025
2025 CX Trends: 5 ways customer experience ushers in a new era
December 19, 2024
Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests
December 11, 2024
CCMA report: Data analytics reinvents the contact center, starting with the front line
October 30, 2024
