Elizabeth Glagowski

Data and people-centered strategies enable a great contact center environment.

Lessons for retail and others about CX trends, employee and talent issues, and technology as a CX/EX enabler.

Would you wait more than eight minutes to speak to a customer service representative on the phone?

How can companies balance the complexities with the benefits of mobile customer feedback?

Sales strategy article about the customer-focused sales cycle. Sales organizations at Xerox, IBM, and the Chicago Blackhawks consider customer-centricity in every part of the sales cycle, from prospecting to lead management to post-sale activities.

Marketers can enhance the results of behavioral targeting with the right actions, and integrated data.