The CX Mixer

Larry Thoma
  • 5.0 (1)
  • Business

CX Mixer is the podcast for ecommerce pros who know that great customer experience doesn’t stop at checkout. Hosted by Larry Thoma — an operator who works directly with some of the most creative and fast-growing brands in the game — each episode pairs up two CX leaders to swap stories, strategies, and straight-up lessons from the trenches. These aren’t cookie-cutter case studies. Expect real talk on what’s working, what’s not, and how smart brands are turning customer experience into a growth engine. Whether you’re running a lean team or scaling fast, CX Mixer brings you the unfiltered playbook from the people doing the work.

  1. 2d ago

    How to Turn Customer Experience Into a Growth Engine

    What if your biggest growth problems are actually customer experience problems? In Season 3, Episode 3 of the CX Mixer, Larry sits down with Jess Cervellon, founder and CEO of Open Late Collective and former VP of CX at Feastables, for a full CX audit. They break down where brands create unnecessary friction, why CX extends far beyond the help desk, how to turn customer feedback into actionable data, and when growing brands should start investing in their customer experience. Jess also shares practical strategies for subscription retention, returns and fraud prevention, tech-stack optimization, and using AI without simply automating a broken experience. If you're treating CX as a cost center instead of a growth engine, this episode will challenge you to rethink your strategy. Larry:https://www.linkedin.com/in/larrythoma/ Jess Cervellon: https://www.linkedin.com/in/jess-cervellon/ Timestamps 00:00 – CX Is Everything 04:30 – Auditing Your Customer Experience 11:37 – Where CX Audits Start 16:30 – The Cost of Bad Automation 24:06 – Building a Better Tech Stack 34:10 – Fraud, Returns, and Policies 46:29 – Using AI Without Breaking CX 55:47 – The CX Tech Myth

  2. Sep 10

    How Prose & OneSkin Turn Customer Experience Into Growth

    Season 3 Episode 2 | How Prose & OneSkin Turn Customer Experience Into Growth What does it actually take to make customers trust your brand—and keep coming back? In Season 3, Episode 2 of the CX Mixer, Larry sits down with Jessica-Rose (JR) of OneSkin and Aniesha of Prose to talk about building customer confidence through personalization, education, and a truly customer-first experience. They dig into turning voice-of-the-customer insights into action, getting leadership to take CX seriously, using AI without losing the human element, and balancing generous policies with fraud prevention. It’s a conversation about moving CX beyond customer support and turning it into a real driver of retention and growth. Timestamps: 00:00 – Building Customer Trust 05:17 – Turning Curiosity Into Confidence 14:08 – Personalizing the Customer Journey 21:25 – Operationalizing Customer Insights 25:56 – Making CX Matter Internally 33:23 – Tools for Understanding Customers 41:41 – Balancing CX With Fraud 50:03 – Using AI to Elevate CX

  3. Aug 27

    How Top Brands Turn First-Time Customers Into Loyal Fans

    Season 3 Episode 1 | How Top Brands Turn First-Time Customers Into Loyal Fans Thumbnail copy: Keep Customers Forever In the Season 3 premiere of the CX Mixer, the conversation dives into what it really takes to turn first-time shoppers into lifelong customers. Joined by Bianca Vitarello (Director of Product at Tuckernuck) and TJ (Head of Customer Care at Ipsy), the panel explores how brands build trust through personalization, thoughtful policies, community, and exceptional customer support. They also share hard-earned lessons from CX failures, discuss balancing generosity with business goals, and unpack how AI and fraud prevention are reshaping the future of customer experience. Timestamps 00:00 – Why Customer Loyalty Is Earned 03:45 – Trust, Brand Identity & Repeat Customers 12:00 – Turning First-Time Buyers Into Fans 18:15 – Customer Service That Builds Loyalty 27:30 – Learning From Customer Experience Mistakes 34:00 – The Tools Powering Great CX Teams 44:05 – Balancing Fraud Prevention & Customer Trust 53:15 – How AI Is Changing Customer Experience

  4. 12/23/2025

    Bonus Episode: How 8 CX Leaders Are Making AI Work—Right Now

    In this Bonus episode of the CX Mixer, host Larry Thoma explores the fast-changing world of AI-powered customer experience with leaders from Glossier, Dr. Squatch, Caraway, Bobble Bar, 32 Degrees, True Classic, and Wyze. Guests share real world examples of using AI—from personality-driven chatbots to fraud prevention and sales support—while balancing automation with the human touch. The conversation highlights key challenges, best practices, and practical strategies for scaling AI, preserving brand voice, and delivering better CX. Tune in for actionable takeaways on future-proofing your cx strategy with artificial intelligence. Timestamps 0:00 – Intro & Episode Overview 01:00 – Brianna on AI in Commerce & Chatbots 06:00 – Human vs. AI: High-Touch Experiences 12:00 – Kayla on Scaling CX & Phone Automation 21:00 – Dr. Squatch’s AI Chatbot & Sales Use Cases 33:00 – Bobble Bar: Onboarding & Social AI 44:00 – Caraway: Strategy & Vendor Evaluation 55:00– True Classic: AI for Repetitive Tasks & Training 1:07 – Wyze: Deep Integration & Pre-Sales AI 1:19 – Glossier: Triage, Sales, & Community AI 1:29 – Wrap-Up & Fun Takeaways Socials Larry:https://www.linkedin.com/in/larrythoma/ Brianna:https://www.linkedin.com/in/breanna-moreno-183a8459/ Caela:https://www.linkedin.com/in/caela-castillo-29a73770/ Tess:https://www.linkedin.com/in/tasnuva-awal/ Maritza:https://www.linkedin.com/in/maritza-mejia-46129b56/ Nancy:https://www.linkedin.com/in/nancy-gurd-17b67a209/ Jordan:https://www.linkedin.com/in/jordangesky/ Logan:https://www.linkedin.com/in/logandunn/ Cati:https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/

  5. 12/11/2025

    0 to 100: Building CX From Day One

    In this episode of the CX Mixer, host Larry Thoma welcomes customer experience experts Breanna Moreno and Dan Kaparski for a dynamic discussion on building CX from day one. Dan Kaparski shares his approach to launching a celebrity-backed fashion brand, emphasizing the importance of preparedness, tech stack essentials, and proactive fraud prevention. Breanna draws on her experience scaling True Classic from its early days and offers hard-won lessons on process, vendor partnerships, and the realities of handling Black Friday chaos. Together, they tackle myth-busting around AI, navigating inventory shortages, and the ongoing evolution of customer journey strategies. Listeners will gain actionable insights into balancing lean teams with premium CX, handling rapid growth, and pivoting with industry trends. Whether you’re launching a startup or reimagining your brand’s customer journey, this episode delivers practical playbook tips and candid confessions from two CX pros. Socials Larry: https://www.linkedin.com/in/larrythoma/ Dan: https://www.linkedin.com/in/dankaparski/ Breanna: https://www.linkedin.com/in/breanna-moreno-183a8459/

  6. 11/20/2025

    Quiet Luxury, Human CX: Everlane & Vuori on Premium Experiences Without the Snob Factor

    In this episode of the CX Mixer, host Larry Thoma welcomes Lisa from Everlane and Chad from Vuori for a lively discussion on what it means to deliver “quiet luxury” in customer experience. Together, they explore how their brands balance premium quality, approachability, and sustainability while adapting to evolving customer needs. Listeners will hear candid insights on the power of transparency, building trust, and crafting seamless, almost “invisible” experiences that let products—and people—shine. Chad and Lisa share strategies for handling returns, leveraging AI thoughtfully, and eliminating pain points, all while keeping the human touch front and center. With real stories, confessions from the frontline, and actionable CX tips, this episode offers fresh perspectives for brands looking to elevate their experience—proving that what really matters is making customers feel understood, valued, and prioritized. Perfect for anyone seeking practical inspiration for premium, customer-centric service. Socials Larry: https://www.linkedin.com/in/larrythoma/ Lisa: https://www.linkedin.com/in/lisayarrow/ Chad: https://www.linkedin.com/in/chadpwarren/

  7. 11/06/2025

    The Modern Man’s Journey: From Rugged to Refined

    In this episode of the CX Mixer, host Larry Thoma explores the evolving landscape of men's fashion and customer experience with Katy from Suit Shop and Nichelle from Taylor Stitch. They discuss the shift in male consumer behavior, emphasizing the growing importance of personalization and emotional connection in menswear purchases. The conversation delves into the challenges of sizing across international markets, the rise of virtual consultations, and the delicate balance between efficiency and personal touch in customer service. The guests share insights on combating return fraud, leveraging AI in customer interactions, and the importance of building lasting brand loyalty in the fast-paced world of fashion e-commerce.

  8. 10/23/2025

    The Fine Print: Fighting Fraud Without Losing Customers

    In this episode of the CX Mixer, host Larry Thomas speaks with Michael from Fanatics Live and Taylor from Nathan James about combating fraud without alienating customers. They discuss various types of fraud in e-commerce, from return abuse to warranty scams, and share strategies for detection and prevention. Key topics include educating customer service teams, leveraging technology like video verification, and maintaining customer-friendly policies while staying vigilant. The experts also debunk myths about customer experience roles and highlight the strategic importance of CX teams in driving revenue and improving business outcomes. Socials Larry: https://www.linkedin.com/in/larrythoma/ Michael: https://www.linkedin.com/in/michaeldludwig Taylor: https://www.linkedin.com/in/taylorj23

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About

CX Mixer is the podcast for ecommerce pros who know that great customer experience doesn’t stop at checkout. Hosted by Larry Thoma — an operator who works directly with some of the most creative and fast-growing brands in the game — each episode pairs up two CX leaders to swap stories, strategies, and straight-up lessons from the trenches. These aren’t cookie-cutter case studies. Expect real talk on what’s working, what’s not, and how smart brands are turning customer experience into a growth engine. Whether you’re running a lean team or scaling fast, CX Mixer brings you the unfiltered playbook from the people doing the work.

Information

  • Creator
    Larry Thoma
  • Years Active
    2025 - 2026
  • Episodes
    14
  • Rating
    Explicit
  • Copyright
    © 2026 The CX Mixer
  • Show Website
    The CX Mixer