The CX Mixer

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

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 conversation highlights key challenges, best practices, and practical strategies for scaling AI, preserving brand voice, and delivering better CX. Tune in for actionable takeaways on future-proofing your cx strategy with artificial intelligence. Timestamps 0:00 – Intro & Episode Overview 01:00 – Brianna on AI in Commerce & Chatbots 06:00 – Human vs. AI: High-Touch Experiences 12:00 – Kayla on Scaling CX & Phone Automation 21:00 – Dr. Squatch’s AI Chatbot & Sales Use Cases 33:00 – Bobble Bar: Onboarding & Social AI 44:00 – Caraway: Strategy & Vendor Evaluation 55:00– True Classic: AI for Repetitive Tasks & Training 1:07 – Wyze: Deep Integration & Pre-Sales AI 1:19 – Glossier: Triage, Sales, & Community AI 1:29 – Wrap-Up & Fun Takeaways Socials Larry:https://www.linkedin.com/in/larrythoma/ Brianna:https://www.linkedin.com/in/breanna-moreno-183a8459/ Caela:https://www.linkedin.com/in/caela-castillo-29a73770/ Tess:https://www.linkedin.com/in/tasnuva-awal/ Maritza:https://www.linkedin.com/in/maritza-mejia-46129b56/ Nancy:https://www.linkedin.com/in/nancy-gurd-17b67a209/ Jordan:https://www.linkedin.com/in/jordangesky/ Logan:https://www.linkedin.com/in/logandunn/ Cati:https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/

0 to 100: Building CX From Day One

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 Classic from its early days and offers hard-won lessons on process, vendor partnerships, and the realities of handling Black Friday chaos. Together, they tackle myth-busting around AI, navigating inventory shortages, and the ongoing evolution of customer journey strategies. Listeners will gain actionable insights into balancing lean teams with premium CX, handling rapid growth, and pivoting with industry trends. Whether you’re launching a startup or reimagining your brand’s customer journey, this episode delivers practical playbook tips and candid confessions from two CX pros. Socials Larry: https://www.linkedin.com/in/larrythoma/ [https://www.linkedin.com/in/larrythoma/] Dan: https://www.linkedin.com/in/dankaparski/ [https://www.linkedin.com/in/dankaparski/] Breanna: https://www.linkedin.com/in/breanna-moreno-183a8459/ [https://www.linkedin.com/in/breanna-moreno-183a8459/]

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

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, building trust, and crafting seamless, almost “invisible” experiences that let products—and people—shine. Chad and Lisa share strategies for handling returns, leveraging AI thoughtfully, and eliminating pain points, all while keeping the human touch front and center. With real stories, confessions from the frontline, and actionable CX tips, this episode offers fresh perspectives for brands looking to elevate their experience—proving that what really matters is making customers feel understood, valued, and prioritized. Perfect for anyone seeking practical inspiration for premium, customer-centric service. Socials Larry: https://www.linkedin.com/in/larrythoma/ [https://www.linkedin.com/in/larrythoma/] Lisa: https://www.linkedin.com/in/lisayarrow/ [https://www.linkedin.com/in/lisayarrow/] Chad: https://www.linkedin.com/in/chadpwarren/ [https://www.linkedin.com/in/chadpwarren/]

The Modern Man’s Journey: From Rugged to Refined

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 international markets, the rise of virtual consultations, and the delicate balance between efficiency and personal touch in customer service. The guests share insights on combating return fraud, leveraging AI in customer interactions, and the importance of building lasting brand loyalty in the fast-paced world of fashion e-commerce.

The Fine Print: Fighting Fraud Without Losing Customers

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 verification, and maintaining customer-friendly policies while staying vigilant. The experts also debunk myths about customer experience roles and highlight the strategic importance of CX teams in driving revenue and improving business outcomes. Socials Larry: https://www.linkedin.com/in/larrythoma/ [https://www.linkedin.com/in/larrythoma/] Michael: https://www.linkedin.com/in/michaeldludwig [https://www.linkedin.com/in/michaeldludwig] Taylor: https://www.linkedin.com/in/taylorj23 [https://www.linkedin.com/in/taylorj23]