The CX Pod

Voice is here to stay in CX, but it sounds very different

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.

Unplug the old ways of vehicle support to plug into EV success

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.

CX insights at scale lead to new ways of business

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 customer service" - insights drive product, marketing, and compliance improvements - The future is one integrated system, not four different AIs for one customer journey - Full-stack AI integration (GPUs → models → data → apps) is the enterprise stack of the future - Work backwards from ROI - identify highest impact automation opportunities first - AI agents aren't replacing humans; they're creating consistent, high-quality customer experiences across all touchpoints

Is traditional QA dead? AI makes the case

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 by TTEC and the Customer Strategist Journal. Learn more: The CX Pod - https://www.thecxpod.com TTEC Perform AI-enabled coaching — https://www.ttec.com/resources/video/carla-and-ttec-perform TTEC — https://www.ttec.com AmplifAI — https://www.amplifai.com

Decoding AI search: What GEO, AEO, and AISO really mean for marketers

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 Optimization), AEO (Answer Engine Optimization), and AISO (AI Search Optimization) ✅ Exclusive research findings about popular AI search best practices ✅ What the data reveals about which terms are actually gaining traction in the industry ✅ Practical strategies for optimizing your brand visibility across ChatGPT, Claude, and traditional search engines ✅ How to build authority that works across all platforms—from Google to AI chatbots 🎙️ Hosted by Liz Glagowski | Customer Strategist Journal 🎤 Guest: Kelsey Libert | Co-founder, Fractl | Speaker at MozCon, BrightonSEO, SMX Advanced