The CX Pod

You probably think this podcast is about you, don't you? Well, you’re right. This is a customer experience podcast hosted by Elizabeth Glagowski of the Customer Strategist Journal.

Tune in for regular discussions and interviews with the brightest and best in CX to get your competitive edge.

Recent Episodes

A Direct-to-Consumer Retail Roadmap

Key Takeaways Your customers are your best investors.  An emotional connection can trump convenience. Humanity plus data is a winning formula.  As customer expectations rise, even direct...

Collections: Turn a Negative Interaction Into a Positive Customer Experience

The collections business unit is vital to the overall experience full of potential for increased revenue if managed with a customer-centric focus. Lester Estonina, TTEC’s executive director...

NRF 2020: What is the Future of Work?

Our team visited the 2020 National Retail Federation (NRF) "Big Show" in New York City to report on the latest thought leadership and technology reshaping the retail industry. To create a...

Research: Balance Privacy With Personalization to Deliver Great Experiences

Ryan Hollenbeck, Senior Vice President of Global Marketing at Verint Systems, shares results of new research showing how much information customers are willing to part with to get great experiences...

Delivery Route Planning: A Hotbed for Innovation

How does the customer experience affect delivery routes? What are the low-hanging fruits of making deliveries and where can companies differentiate? George Shchegolev, co-founder and VP of...

Customer Trust Starts With Action

Everyone has that friend that clicks with them, someone who always knows what you need but still manages to surprise you in wonderful ways. According to author Jeff Fromm, those are the brands that...

WebMD Customer Care: An Insider's View

Whether it's answering a simple question or tackling a technical problem, customer service representatives are at the front lines of meeting customer needs. Stephanie Finnell, a customer...

Dow Jones: Great CX Means Balancing Technology With the Human Touch

Customer support is rarely the first thing that comes to mind when you think of Dow Jones, parent company to the Wall Street Journal, Barron's, and Marketwatch. Yet it’s an important part...

Barnes & Noble College: A Lesson on Staying Relevant

As Generation Z heads off to college, Lisa Malet, COO of Barnes & Noble College, shares lessons and insights on what works—and doesn’t work—when to comes to staying top-of...

What’s on Your Summer CX Reading List?

Have you ever wondered what business lessons you could pull from Tyrion Lannister’s exploits in Game of Thrones? Or perhaps you are looking to the future and wondering about AI’s place...