The CX Pod

Claire handles 1,500 calls a day and never gets tired. The AI customer service agent for resolves issues in a fifth of the time of a live agent and recently accepted a customer service award at an all-company town hall. But she's not replacing anyone — she's making every human agent more effective. Nate Christiansen of Henry Schein One breaks down how to deploy AI that elevates your team, not thre...

What opportunities are hidden in your fleet’s telematics? by Elizabeth Glagowski

New tools and AI advances are changing how the voice channel works for customer experience interactions. Krisp's Robert Schoenfield discusses the impact of innovations around the voice channel for customers and businesses alike.

How can companies support new electric vehicle customers? In this LinkedIn Live excerpt, Percepta experts Pete Rodriguez, Jamie Goldberg, and Omar Riahi explain what brands should do first, and what they should stop doing to make the EV ownership experience great from day zero. Their consensus? A gas vehicle mentality will leave you stalled.

Most companies are sitting on a mountain of customer insights they don't know how to use. In the latest interview in the CX Pod’s Tech Insight series, LevelAI CEO Ashish Nagar breaks down how the world's most efficient enterprises are using intelligent automation to bridge the gap between "good service" and "enterprise-wide growth." Key Takeaways: - "Nobody calls customer service to talk about cus...

Sean Minter, CEO of AmplifAI, joins host Liz Glagowski as her first guest in the CX Pod's Tech Insights series. They discuss how AI is revolutionizing contact center performance. Learn why traditional QA falls short, how to identify true top performers, and what it takes to turn AI data into real business results. Subscribe on theCXPod.com or wherever you get your podcasts. The CX Pod is produced...

Confused by the explosion of AI search acronyms? You're not alone. In this episode of the CX Pod, Customer Strategist Journal Editor Liz Glagowski sits down with SEO expert Kelsey Libert, co-founder of marketing agency Fractl, to cut through the noise and bring clarity to the rapidly evolving world of AI search. What you'll learn: ✅ The real differences between SEO, GEO (Generative Engine Optimiz...

In this eye-opening episode of The CX Pod, host Liz Glagowski sits down with TTEC experts Alfredo Rizzo and JB Bednar to discuss a trend so new, it didn't even make it into their November 2025 CX Trends report: AI agents calling contact centers on behalf of customers. This isn't science fiction—it's happening now. Contact center associates are fielding calls from AI assistants that negotiate payme...

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!

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...