The CX Pod

Elizabeth Glagowski
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  • BUSINESS
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"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.

Episodes

  1. Holiday shopping 2025 trends: AI, tariffs dominate retail decision-making

    10/30/2025

    Holiday shopping 2025 trends: AI, tariffs dominate retail decision-making

    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!

    18 min
  2. RCS vs SMS: Personalization comes to text messaging

    10/16/2025

    RCS vs SMS: Personalization comes to text messaging

    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 ways RCS can enhance mobile marketing and customer service with richer, more personal interactions.

    27 min
  3. WebPT Chief Customer Officer strengthens the customer experience

    09/18/2025

    WebPT Chief Customer Officer strengthens the customer experience

    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 are combining to enhance member and patient experiences in healthcare.

    30 min
  4. Apple's $2 billion lesson in fraud prevention -- Customer Strategist Journal AI recap

    08/25/2025

    Apple's $2 billion lesson in fraud prevention -- Customer Strategist Journal AI recap

    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.

    14 min
  5. Live from CCW: Empathy is overrated in the contact center

    06/27/2025

    Live from CCW: Empathy is overrated in the contact center

    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.

    9 min
  6. Expand your circle of wisdom to elevate leadership potential

    10/02/2023

    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.

    34 min
  • 6 Episodes

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About

"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.

Information

  • Creator
    Elizabeth Glagowski
  • Years Active
    2017 - 2025
  • Episodes
    6
  • Rating
    Clean
  • Copyright
    © All rights reserved
  • Show Website
    The CX Pod