The CX Pod

"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting. It is hosted by Elizabeth Glagowski, editor of the Customer Strategist Journal.

The CX Pod is a business podcast hosted by Elizabeth Glagowski, with 13 episodes on record and a Required Pod Score of 80.

Elizabeth Glagowski hosts The CX Pod, a business show with 13 episodes published.

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  The CX Pod

  What happens when AI hears what surveys miss

  Sep 30, 20266 min

  Get a deep dive on TTEC CARES, an AI-powered quality intelligence framework that analyzes 100% of customer interactions in near real time instead of relying on the 2–5% of responses that traditional post-call surveys capture. Conversation generated by Google NotebookLM based on TTEC materials. Learn how natural language processing and advanced voice analytics measure three critical signals — resolution, effort, and sentiment — across every chat, text, and voice call without a human ever listening in.

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  The CX Pod

  How Bank of America balances CX with AI

  Sep 4, 20266 min

  Recorded live at Customer Contact Week earlier this summer, Cara Rosner of the Customer Strategist Journal sits down with Andrew Santoro of Bank of America to discuss how a regulated industry leader balances brand reputation with innovation. They explore AI's impact on agent roles, the human-in-the-loop philosophy, and how Bank of America's Erica virtual assistant creates seamless handoffs between AI and associates to deliver a more personalized client experience.

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  The CX Pod

  Get ready for the EU AI Act’s August updates

  Jul 27, 20267 min

  Most CX leaders think they know where AI lives in their contact center. They're wrong. It's tucked inside your QA platform. It's in your WFM tool. It arrived quietly with that last vendor upgrade nobody fully scoped. And all of it falls under new compliance requirements of the EU AI Act. August 2 marks the next step in the EU AI Act implementation. It’s a wake-up call for CX leaders to be compliant and set up their organizations for AI adoption at scale. In this excerpt of a recent LinkedIn Live event, Wayne Kay of TTEC Digital talks to Amanda Panks of TTEC Digital and Georgi Georgiev of TTEC about why the EU AI Act matters to everyone, and what to do to get ready. Want to learn more? Watch the full video here -https://www.ttecdigital.com/videos/the-eu-ai-act-is-coming-for-cx-are-you-ready

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  The CX Pod

  AI strategy starts with customer data

  Jul 20, 20267 min

  If you're pouring money into AI but still not sure you're getting the ROI you expected, this episode might be your wake-up call. Cara Rosner sits down with Nicole Kyle, Chief Product Officer at CMP — the Customer Contact Research Company — to talk about why getting your customer analytics and data in order isn't just a nice-to-have, it's the essential first step before any AI investment can pay off. Kyle shares CMP research data about what makes or breaks a self-service interaction, customer adoption of automated channels, and more.

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  The CX Pod

  Why and how an AI agent won a customer service award

  Jun 30, 202617 min

  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 threatens it, and why the biggest barrier to AI adoption in CX is change management.

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