"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by Elizabeth Glagowski, editor of the Customer Strategist Journal.
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The Cx Pod Podcasts
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Holiday shopping 2025 trends: AI, tariffs dominate retail decision-making
17:50
17:50
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17:50
Holiday shopping is in full swing. This year, AI begins to make its mark, and tariffs send shoppers to new channels. Coresight Research's John Harmon shares new research on the impact of tarriffs and consumer AI readiness this season. Happy shopping!By Elizabeth Glagowski
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RCS vs SMS: Personalization comes to text messaging
27:14
27:14
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27:14
SMS text messages have been the standard on smartphones for over 20 years. But 20 years in the tech world is a lifetime. Enter RCS (Rich Communication Services) -- a new way to up the messaging game and deliver better experiences for your customers and for your business via mobile. Vibes Chief Innovation Officer Alex Campbell provides a primer for …
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WebPT Chief Customer Officer strengthens the customer experience
29:40
29:40
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29:40
What does a Chief Customer Officer actually do? And how is it evolving in the age of AI and digital transformation within the CX world?We explore the intersection of healthcare, technology, and human connection with WebPT's Chief Customer Officer, Suzanne Cogan. Suzanne discusses the growing importance of the CCO role and how innovation and empathy…
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Apple's $2 billion lesson in fraud prevention -- Customer Strategist Journal AI recap
13:44
13:44
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13:44
Apple's success in combating fraud on its App Store illustrates lessons for other enterprises. Listen to the AI-generated recap of the popular Customer Strategist Journal article and let us know what you think. Post them here, or visit www.customerstrategistjournal.com share your thoughts.By Elizabeth Glagowski
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Live from CCW: Empathy is overrated in the contact center
9:26
9:26
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9:26
Empathy is important in the contact center, but do customers really care? Liz Glagowski sat down with TTEC's JB Bednar to discuss if empathy is overrated for CX.By Elizabeth Glagowski
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Expand your circle of wisdom to elevate leadership potential
33:58
33:58
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33:58
We talk to Rebecca Jones of Mosaicx about how women (and men) can tap into circles of wisdom and trust for personal and professional growth in the CX industry.By Elizabeth Glagowski
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