Elizabeth Glagowski

CX Pod: Apple’s $2 billion lesson in fraud prevention

Elizabeth Glagowski - October 9, 2025

The CX Pod focuses on innovations happening within the world of customer experience, and there's no other innovation more important than AI. So rather...

All the feels

Elizabeth Glagowski - July 31, 2025

When I first began working with contact center professionals over a decade ago, I received some great advice I still use. Whenever I call...

CCW show report: Are you ready for your AI coworker?

Elizabeth Glagowski - June 25, 2025

One thing was clear at this year’s Customer Contact Week event in Las Vegas: AI has moved from the hypothetical to something that’s firmly...

2025: The year of autonomous AI agents

Elizabeth Glagowski - February 10, 2025

Of the 5 CX trends highlighted by TTEC in its CX trends report, the emergence of autonomous AI agents signals what could be the biggest...

What it takes to create “effortless” experiences

Elizabeth Glagowski - September 30, 2024

Effortless. Seamless. Easy. These are the customer experiences that brands of all types aspire to achieve. But as you know if you’ve ever tried...

Emerging technologies meet familiar challenges at CCW conference

Elizabeth Glagowski - June 24, 2024

During the dot com boom, I got my first real job at internetnews.com, reporting on new internet startups and how legacy brands tried to...

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Elizabeth Glagowski

Recent posts

AI reshapes holiday shopping this year

CX Pod: Apple’s $2 billion lesson in fraud prevention

The economy’s uncertain – your CX strategy shouldn’t be

Holiday Inn Club Vacations reimagines CX with customer-centric approach

All the feels