Elizabeth Glagowski

How Kroger’s Contact Center Weathered the Pandemic

Elizabeth Glagowski - November 3, 2020

Grocery stores and supermarkets sit on the front lines of customer experience. They are literally a lifeline to communities, and when the pandemic hit,...

How Well Do Brands Use Mobile Messaging and Live Chat?

Elizabeth Glagowski - 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...

Contact Tracing: 4 Lessons Learned from the Front Lines

Elizabeth Glagowski - 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...

Contact Centers Maintain Human Connections in Times of Crisis

Elizabeth Glagowski - 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....

Human Resources Adapts to a Changing CX Workforce

Elizabeth Glagowski - July 22, 2019

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

Seen and Heard: National Retail Federation Big Show 2019

Elizabeth Glagowski - 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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Elizabeth Glagowski

Recent posts

Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges

Tales of a ham-fisted service-to-sales debacle

Humanizing AI takes center stage at Mobile World Congress

With AI giddiness gone, 2024 shapes up as a year of action

Data, AI emerge as hot topics at CCW Austin