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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
Podcast: AI makes the case for QA overhaul
Elizabeth Glagowski
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March 11, 2026
In the first installment of the CX Pod's Tech Insights series, Sean Minter, CEO of AmplifAI, joins host Liz Glagowski to discuss how AI...
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PODCAST: AI is calling. How do you answer?
Elizabeth Glagowski
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February 2, 2026
There is one CX trend so new, it didn't even make it into our 2026 CX Trends report: AI agents calling contact centers on...
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CX Pod: Apple’s $2 billion lesson in fraud prevention
Elizabeth Glagowski
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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...
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All the feels
Elizabeth Glagowski
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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...
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CCW show report: Are you ready for your AI coworker?
Elizabeth Glagowski
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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...
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2025: The year of autonomous AI agents
Elizabeth Glagowski
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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...
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Recent posts
Podcast: AI makes the case for QA overhaul
March 11, 2026
PODCAST: AI is calling. How do you answer?
February 2, 2026
At NRF, the customer is still king – but now AI is the concierge
January 19, 2026
Customer Strategist Journal wrapped: CX’s hot topics of 2025
December 18, 2025
Get Ready for CX 2026: Agile. Agentic. Unstoppable.
November 10, 2025
