Elizabeth Glagowski

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

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...

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...

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...

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...

As a writer, one of my biggest challenges is facing a blank page (or screen) before I start writing. How should I start? What...

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