Larry Thoma

The CX Mixer

Business EN ↓ 11 episodes

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 playboo...

Author

Larry Thoma

Episodes

Bonus Episode: How 8 CX Leaders Are Making AI Work—Right Now 23.12.2025 1:32:32

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 conversati...

0 to 100: Building CX From Day One 11.12.2025 56:04

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 Cla...

Quiet Luxury, Human CX: Everlane & Vuori on Premium Experiences Without the Snob Factor 20.11.2025 1:01:10

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, b...

The Modern Man’s Journey: From Rugged to Refined 06.11.2025 55:38

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 i...

The Fine Print: Fighting Fraud Without Losing Customers 23.10.2025 1:06:28

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 veri...

From Cart to Closet to Cup Holder: CX For Modern Essentials 09.10.2025 53:54

In this episode of the CX Mixer podcast, host Larry Thoma interviews Katie from Simple Modern and Jennifer from 32 Degrees. They explore how brands can leverage AI to enhance customer experience, fight fraud, and create seamless post-purchase experiences while increasing loyalty. The guests share insights on misconceptions about selling everyday products, their CX strategies, and tools they use to...

Gold Chains and Soap Bars: Female CX Bosses Revolutionizing Men's Brands | Ep 5 24.07.2025 59:26

Caela, Director of CX at Jackson, and Tess, Senior CX Manager at Dr. Squatch, discuss designing customer experience for men's brands. They challenge misconceptions about male consumers, highlighting their engagement and care for product quality. The episode explores strategies for building community, gathering customer feedback, and educating consumers post-purchase. Both leaders emphasize th...

Everywhere All at Once: Mastering CX Across Channels | Wyze & Olly | Ep 4 10.07.2025 1:01:26

Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, discuss the challenges of managing customer experience across multiple sales channels. They explore the complexities of warranty claims, inventory management, and customer data integration. The conversation delves into the effectiveness of direct mail marketing, the potential of TikTok Shop, and the impo...

From Cart to Community: How Brands Build CX That Connects | Glossier & Baublebar | Ep 3 26.06.2025 59:49

Cati from Glossier and Maritza from Bauble Bar discuss building customer communities on the CX Mixer podcast. They share insights on leveraging social media, creating VIP experiences, and empowering customer service teams. Cati reveals Glossier's secret Slack community of 800 superfans, while Maritza discusses Bauble Bar's approach to customization and licensing partnerships. Both emphas...

The Impact A Small CX Team Can Have On A Brand | Carpe and Caraway Home | Ep 2 12.06.2025 53:33

Larry brings on Nancy, Director of Customer Experience at Caraway, and Daniel, Head of E-Commerce at Carpe, to discuss scaling CX with small teams. They dive into outsourcing call centers, leveraging help desk flows, and breaking up with customers. Unexpected insights include the power of QR codes in post-purchase experiences, the myth of reducing customer conversations, and why responding too qui...

The Customer ISN’T Always Right | Tommy John’s and True Classic | Ep 1 27.05.2025 43:22

Larry brings on Jordan, Senior Manager at True Classic, and Max, Director at Tommy John, to discuss elevating customer experience, tackling fraud, and the power of proactive communication. Discover their unique insights on handling order modifications, leveraging tech tools like Looker and Flip, and debunking myths about BPOs and customer service. Gain valuable strategies from their extensive expe...