Let's Talk About CX

LTVplus
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Grab a seat and Let's Talk About CX ๐ŸŽ™๏ธ This is your go-to podcast for expert insights, real-world experiences, and game-changing strategies in Customer Experience (CX)! Join LTVplus as we dive into conversations with industry leaders, CX professionals, and special guests to explore the trends, challenges, and best practices that shape outstanding customer experiences. -- ๐Ÿ“บ Watch on YouTube ๐Ÿ”” Subscribe now to stay ahead in the world of CX! โ˜Ž๏ธ Book a free call with one of our experts to learn how we can take your customer experience to the next level (visit our website www.ltvplus.com)

Episodes

  1. Outsourcing for specialized industries: How Total Recon Auto is scaling without losing quality

    3d ago

    Outsourcing for specialized industries: How Total Recon Auto is scaling without losing quality

    Most auto shops handle customer service as an afterthought. Total Recon Auto decided to make it their competitive advantage ๐Ÿ† Total Recon Auto Center is one of the top Tesla-approved collision repair facilities in the US. They are the biggest Tesla reconditioning facility in Maryland, with a flagship shop in Rockville and a recent expansion to Laurel. They have been outsourcing phone and email support with LTVplus for 3+ years, growing from one agent to a full dedicated team as their operations scaled. In this "Let's Talk About CX" conversation, we got an inside look at what outsourcing realistically looks like for a specializedโ€”and physicalโ€”business. Our host sat with our clients from TRA: Will Brumby (General Manager) and Alfonso Martinez (Customer Service Manager), as well as the Customer Success Manager for their campaign at LTVplus, Jonnalyn Alvior. ๐Ÿ’ฌ What we cover: 0:00 โ€“ Guest introduction 3:00 โ€“ A brief introduction of our partnership 3:20 โ€“ What makes Total Recon different from a regular auto shop 4:40 โ€“ What expansion and growth felt like internally 7:00 โ€“ Life before outsourcing: the real CX struggles 9:00 โ€“ The importance of customer service in the auto repair industry 10:10 โ€“ Why outsourcing? Top concerns leading to the final decision 12:20 โ€“ Choosing the right BPO: the decision-making process 14:00 โ€“ Onboarding a remote team for a specialized in-person company 18:09 โ€“ The importance of buffer support in a fast-moving industry 22:35 โ€“ Direct impact of outsourcing (Lead cultivation, conversion, and all-around business improvement) 25:10 โ€“ Will's advice on outsourcing for specialized business owners (why you should take the leap) Whether you're in auto, medical, legal, or any other specialized, physically-intensive industry, this episode shows what smart outsourcing actually looks like in practice, especially for scaling businesses. ๐Ÿš— Visit a Total Recon Auto Center near you (Rockville & Laurel, MD): https://totalreconauto.com/contact/ ๐Ÿ“ž Book a free call to learn how LTVplus can also support your specialized business: https://www.ltvplus.com/free-consultation/ --- #CustomerExperience #BPO #outsourcing #outsourcingsolutions #TotalReconAuto #LTVplus #AutoIndustry #TeslaRepair #AutoBodyShop #MarylandAutoRepair #CustomerService #SpecializedIndustries

    30 min
  2. CX foundations every brand needs in 2026: Support systems & AI automations for scaling businesses

    4d ago

    CX foundations every brand needs in 2026: Support systems & AI automations for scaling businesses

    Customer experience can make or break your e-commerce brand in 2026. But most businesses donโ€™t have a support problem; they have a foundation problem. In this episode of Letโ€™s Talk About CX, we break down the core support foundations, AI systems, and operational strategies that power seamless customer experiences and help e-commerce brands scale with ease. Featuring insights from Joan Aclan, an Operations Team Lead, and Vince Umali, an AI Researcher, this conversation explores what it really takes to build a support system that can handle growth, maintain quality, and keep customers coming back. ๐Ÿงญ Discover: โ€ข The common mistakes brands make when setting up customer support (2:12) โ€ข What a good customer experience strategy really looks like (4:21) โ€ข The core AI building blocks for modern customer support (6:19) โ€ข How to set Service Level Agreements that work (9:14) โ€ข The CX and AI metrics to be tracking in 2026 (12:28) โ€ข The human vs AI vs hybrid customer support approach (13:50) โ€ข The most common support challenges for scaling businesses and how to SOLVE them (16:23) โ€ข How to apply safeguardrails with AI support (19:20) ๐Ÿ”ฅ Rapid fire round โ€” starts at 20:54 If youโ€™re struggling with high ticket volumes, slow response times, or figuring out how to implement AI in your support workflow, this episode will help you rethink your 2026 CX strategy for long-term success! ๐Ÿ’ก Learn more about our business at www.ltvplus.com #customersupport #customerexperience #customersuccess #aisupport #digitaltransformation #ecommercesuccess

    24 min
  3. Peak season support: Winning strategies to tackle BFCM and the holiday sales rush

    5d ago

    Peak season support: Winning strategies to tackle BFCM and the holiday sales rush

    POV: Itโ€™s Q4, and your e-commerce business is about to be hard-launched into peak season ๐Ÿ˜ค With Black Friday, Cyber Monday, and the holiday sales rush approaching, this is typically the most demanding business period of the year. Business owners must be intentional about early preparation to set themselves up for success. In our latest episode, we sit down with Melissa Huertas, General Manager of LTVplus, and Clement Brown, a Customer Success Manager, to share insights into the best strategies for a successful peak season. Both guests share invaluable tips from both an operations perspective and a customer success point of view. โ–ถ๏ธ Watch now: 0:00 โ€” Topic & guest introduction 3:30 โ€” Common peak season operational mistakes you might be making 5:50 โ€” The most detrimental customer service challenges during BFCM 9:00 โ€” How to achieve operational readiness for peak traffic 11:55 โ€” Best practices for flexible peak season staffing 14:15 โ€” How to create a unified (and high-performing) customer support strategy 18:30 โ€” Preventing stress and burnout during the peak season 25:05 โ€” How quality customer support can maximize peak season revenue 29:40 โ€” The top KPIs to track, and how to leverage feedback for continuous improvement ๐Ÿ“ž Book a free call to outsource seasonal agents for the next peak season of your business: https://www.ltvplus.com/free-consultation/ #PeakSeason #BlackFriday #CyberMonday #BFCM #B2Bsolutions #CustomerSuccess

    40 min

  4. 5d agoโ€„ยทโ€„ Bonus

    From chaos to clarity: Systems every e-commerce brand needs before scaling

    Scaling your eCommerce brand without the right systems is like stepping on the gas with no steering wheel (you'll get the pun at 11:08 ๐Ÿ˜…). In this candid fireside chat, our VP of Revenue, Tshili Khupe, and Growth Manager, Atiya Brown, unpack the systems, roles, and routines you need to build before your business starts to scale. ๐Ÿ‘€ Watch this if you're: - An eCommerce founder prepping for growth ๐Ÿš€ - A CX lead trying to bring order to the chaos ๐Ÿ’– - Just tired of hearing โ€œyou need better toolsโ€ with no concrete plan ๐Ÿฅฑ ๐Ÿ”ฅ This chat covers practical insights from real case studies โ€” not the generic answers you'd find on Google: ๐ŸŽฏ Key moments: 0:00 โ€” Topic & guest introductions 1:04 โ€” Why focusing on marketing before operations creates chaos 1:50 โ€” The most overlooked systems AND roles brands forget 3:00 โ€” Why choosing the right help desk changes everything 5:25 โ€” Why analytics & evolving FAQs are the foundation for scaling 7:48 โ€” Why hybrid support is winning and not strict automation 13:07 โ€” Who you need to have on your team to maintain consistently good CX 14:06 โ€” The key escalation paths every team needs and the importance of quality assurance 17:57 โ€” Why post-purchase experience is just as important in the customer journey ๐Ÿ’ก The best brands donโ€™t just scale fast. They scale smart. We'd love to hear your thoughts in the comments! ๐Ÿ’ญ โ€” ๐Ÿ’Œ Drop a like if you learned something new, and subscribe for more actionable eCommerce and CX insights. ๐ŸŽถ Intro sound: The Chance by Audionautix is licensed under a Creative Commons Attribution 4.0 license. https://creativecommons.org/licenses/by/4.0/ Artist: http://audionautix.com/ #eCommerceTips #CXStrategy #CustomerExperience #ScalingSmart #FiresideChat #LTVplus

    22 min
  5. A quality assured customer experience: QA as the backbone of customer service excellence

    6d ago

    A quality assured customer experience: QA as the backbone of customer service excellence

    For CX, quality assurance (QA) isnโ€™t just about checking boxes; it consistently drives customer satisfaction and growth! ๐ŸŒŸ In this episode of Let's Talk About CX, we explore the vital role of QA in customer experience and the outsourcing ecosystem with Donovan Lopez, a Senior Quality Analyst at LTVplus. Whether you're scaling your support team or looking to improve customer experiences with your brand, this episode reveals why QA is the backbone of excellent CXโ€”and how to get it right. We get into: โœ” How QA helps brands achieve their overall business goals โœ” Why QA is essential to the success of any customer support team (with a real case study) โœ” Whether outsourcing or in-house QA is the best for your business โœ” The structures used to integrate and maintain consistent quality assurance โœ” How quality analysts ease customer support hiring, onboarding, and coaching โœ” Why AI isn't being utilized in CX quality assurance for now โœ” The various metrics analysts measure in customer support, and how to quantify the result of quality analysis itself โœ” Key action plans for businesses looking to integrate quality analysis in their customer experience Timestamps: 0:00 โ€“ Topic & guest introductions 1:50 โ€“ What is quality assurance in customer support? 4:10 โ€“ The structures involved in CX quality analysis 6:40 โ€“ How to set up a quality assurance team (Should you go in-house or outsource?) 9:10 โ€“ How to outsource without losing your brand voice and consistency 11:50 โ€“ The important qualities to look out for when hiring quality analysts 19:00 โ€“ How to maintain quality across multiple campaigns concurrently 21:10 โ€“ The key metrics that quality analysts track in CX and how to measure the results of quality analysis 27:25 โ€“ The AER statement and "WOW" factor in customer support 31:05 โ€“ How to measure customer service excellence using scorecards 35:20 โ€“ Actionable tips for businesses looking to integrate quality analysis in customer experience ๐ŸŽง Listen in and discover how smart QA practices can transform your support outcomes. ๐Ÿ’ก Subscribe for more CX insights ๐Ÿ”— Learn more about LTVplus at https://www.ltvplus.com #qualityassurance #qualityanalyst #customersupport #customersuccess #qualitycontrol

    38 min
  6. The new rules of Customer Experience: How AI is changing the game for eCommerce businesses

    6d ago

    The new rules of Customer Experience: How AI is changing the game for eCommerce businesses

    ๐Ÿš€ In this episode of Letโ€™s Talk About CX, weโ€™re joined by Joed Aquino, Head of Business Technology Solutions at LTVplus! He shares how automation is transforming customer experience for our clients and internal processes โ€” from predictive personalization to AI-powered recruitment! Starting as a part-timer and now leading multiple teams across analytics, IT, and AI, Joed unpacks his journey and offers actionable insights for eCommerce brands looking to future-proof their CX strategies and join the digital transformation revolution ๐ŸŒ ๐ŸŽง What you'll learn: - The top automation trends redefining eCommerce CX - How small businesses can implement AI with limited resources - Tools and metrics that measure automation success - Real case studies from LTVplus (including AI-powered multilingual hiring!) - Why the human touch still mattersโ€”and how to balance it with automation ๐Ÿ” Key Timestamps: 00:00 โ€“ Intro & Joedโ€™s journey from part-timer to department head 01:35 โ€“ CX automation trends to watch: predictive analytics, AI-assisted agents, content generation, etc. 05:42 โ€“ How to set up your business for digital transformation success 07:15 โ€“ Addressing data privacy in AI implementation 08:42 โ€“ Should you automate by department or create a dedicated AI unit? 09:59 โ€“ The real reasons businesses turn to CX automation 12:36 โ€“ Favorite tools for simplifying complex CRM tasks 13:59 โ€“ Why the human touch is still irreplaceable in support 16:46 โ€“ Real LTVplus use case: automating multilingual recruitment 18:46 โ€“ How to measure chatbot and automation performance (metrics to track) 20:06 โ€“ Is AI taking over customer support jobs? Joedโ€™s take on the future of CX 21:47 โ€“ How I went from part-time technical support to leading Business Technology Solutions! Joedโ€™s career so far 24:39 โ€“ Rapid fire round 26:30 โ€“ Three things every business should know about automation and digital transformation ๐Ÿ”” Donโ€™t forget to like, subscribe, and hit the bell for more CX stories and insights for eCommerce businesses. ๐Ÿ“ฒ Learn more about how LTVplus supports eCommerce brands: https://www.ltvplus.com #CXAutomation #eCommerceCX #AIinCX #LTVplusPodcast #CustomerExperience

    28 min
  7. Love and great CX: How managers can build relationships that last

    6d ago

    Love and great CX: How managers can build relationships that last

    ๐Ÿš€ Welcome to the first-ever Let's Talk About CX podcast episode! In this special launch, we sit down with Vianca Umali Nepomuceno, Senior Team Lead at LTVplus, to uncover the secrets of exceptional Customer Experience managementโ€”from building strong client relationships to motivating teams for success. ๐Ÿ’ก Key Takeaways: โœ… What makes a great CX manager? (04:20) โœ… Balancing people-first leadership with accountability (05:09) โœ… How to strengthen relationships with clients and stakeholders (07:37) โœ… Overcoming challenges and improving team performance (10:28) โœ… Keeping teams engaged and motivated (14:24) โœ… Career growth advice for CX professionals (16:06) ๐Ÿ“ข "Keep your main things the main things." - Vianca shares leadership lessons that every CX manager should live by! ๐Ÿ”” Like, comment, and subscribe for more insights on customer experience and leadership. Letโ€™s talk about CX! #CustomerExperience #CXManagement #Leadership #customerservice #b2b #b2bpodcast #LTVplus

    19 min
  • 7 Episodes

About

Grab a seat and Let's Talk About CX ๐ŸŽ™๏ธ This is your go-to podcast for expert insights, real-world experiences, and game-changing strategies in Customer Experience (CX)! Join LTVplus as we dive into conversations with industry leaders, CX professionals, and special guests to explore the trends, challenges, and best practices that shape outstanding customer experiences. -- ๐Ÿ“บ Watch on YouTube ๐Ÿ”” Subscribe now to stay ahead in the world of CX! โ˜Ž๏ธ Book a free call with one of our experts to learn how we can take your customer experience to the next level (visit our website www.ltvplus.com)

Information

  • Creator
    LTVplus
  • Years Active
    2K
  • Episodes
    7
  • Rating
    Clean
  • Copyright
    ยฉ 2026 LTVplus
  • Show Website
    Let's Talk About CX