The CX Pod

Elizabeth Glagowski
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The CX Pod

"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.

  1. Expand your circle of wisdom to elevate leadership potential

    02/10/2023

    Expand your circle of wisdom to elevate leadership potential

    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.

    34min
  2. Take a fresh look at part-time contact center workers

    07/09/2023

    Take a fresh look at part-time contact center workers

    With the CX job market, technology and workplace trends evolving , it may be time for customer experience leaders to take a new look at an often overlooked segment of the contact center job market: Part-time workers. TTEC experts Dr. Trent Salvaggio and James Bednar talk to Liz Glagowski about what makes part-time work an attractive option for businesses and employees, and how to make it happen with a flexible contact center workforce model.

    32min
  3. Fight retail fraud with true customer understanding

    18/04/2023

    Fight retail fraud with true customer understanding

    Retailers and e-commerce brands are struggling to keep up with fraudsters who keep finding innovative ways to commit fraud. Get tips from Eyal Elazar, head of product marketing at Riskified about how to fight conventional and unconventional fraud to create better customer experiences.

    19min
  4. TTEC Engage CEO gets real

    28/09/2022

    TTEC Engage CEO gets real

    Shelly Swanback, new CEO of TTEC Engage. shares her perspectives on digital transformation, innovative culture, the future of CX, and "embracing the mess."

    17min
  5. Behind the CX curtain: Healthcare licensed agents

    05/07/2022

    Behind the CX curtain: Healthcare licensed agents

    In the first of our series exploring the people behind amazing customer experience delivery, we delve into the role of healthcare licensed agents. Liz Glagowski interviews TTEC vice presidents Ebony Langston and Shelley Larrick about what licensed agents do and how important they are to create a good impression with health insurance members and prospects.

    14min
  6. Celebrating Juneteenth — A conversation about what the holiday means for business and employees

    20/06/2022

    Celebrating Juneteenth — A conversation about what the holiday means for business and employees

    Though it's been celebrated since the 1860s, Juneteenth became a U.S. federal holiday in 2021. The holiday commemorates the official end of slavery in the United States and has become a celebration of African-American culture and heritage. In honor of the day, Liz Glagowski partnered with TTEC’s Leesha Bush on a LinkedIn Live event to discuss the holiday and what it means for employees and business. Here is an excerpt of their conversation with Mita Antoine and Nisa Hill, members of TTEC’s Champions of Color employee resource group.

    12min
  7. What it takes to create a winning retail experience

    20/04/2022

    What it takes to create a winning retail experience

    Retail is an industry in constant evolution. Liz Glagowski and TTEC Head of Retail Jon Stough discuss challenges and opportunities for retailers to improve the customer experience and engage employees to shine as valuable brand ambassadors.

    12min
  8. Drive employee retention with relational intelligence

    08/04/2022

    Drive employee retention with relational intelligence

    In the era of the Great Resignation, businesses across industries are struggling to retain employees. Organizational psychologist Dr. Adam Bandelli explains how relational intelligence shapes employee and employer relationships and what leaders can do to strengthen those connections to improve employee engagement and retention.

    20min
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Sobre

"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.

Informações

  • Criado por
    Elizabeth Glagowski
  • Anos de atividade
    2017 - 2023
  • Episódios
    74
  • Classificação
    Livre
  • Copyright
    © All rights reserved
  • Site do podcast
    The CX Pod

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