"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.
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The Cx Pod Podcasts
1
Live from CCW: Empathy is overrated in the contact center
9:26
9:26
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9:26
Empathy is important in the contact center, but do customers really care? Liz Glagowski sat down with TTEC's JB Bednar to discuss if empathy is overrated for CX.By Elizabeth Glagowski
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1
Expand your circle of wisdom to elevate leadership potential
33:58
33:58
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33:58
We talk to Rebecca Jones of Mosaicx about how women (and men) can tap into circles of wisdom and trust for personal and professional growth in the CX industry.By Elizabeth Glagowski
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1
Take a fresh look at part-time contact center workers
31:30
31:30
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31:30
With the CX job market, technology and workplace trends evolving , it may be time for customer experience leaders to take a new look at an often overlooked segment of the contact center job market: Part-time workers. TTEC experts Dr. Trent Salvaggio and James Bednar talk to Liz Glagowski about what makes part-time work an attractive option for busi…
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1
Fight retail fraud with true customer understanding
19:03
19:03
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19:03
Retailers and e-commerce brands are struggling to keep up with fraudsters who keep finding innovative ways to commit fraud. Get tips from Eyal Elazar, head of product marketing at Riskified about how to fight conventional and unconventional fraud to create better customer experiences.By Elizabeth Glagowski
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Shelly Swanback, new CEO of TTEC Engage. shares her perspectives on digital transformation, innovative culture, the future of CX, and "embracing the mess."By Elizabeth Glagowski
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Behind the CX curtain: Healthcare licensed agents
14:02
14:02
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14:02
In the first of our series exploring the people behind amazing customer experience delivery, we delve into the role of healthcare licensed agents. Liz Glagowski interviews TTEC vice presidents Ebony Langston and Shelley Larrick about what licensed agents do and how important they are to create a good impression with health insurance members and pro…
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Celebrating Juneteenth — A conversation about what the holiday means for business and employees
11:48
11:48
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11:48
Though it's been celebrated since the 1860s, Juneteenth became a U.S. federal holiday in 2021. The holiday commemorates the official end of slavery in the United States and has become a celebration of African-American culture and heritage. In honor of the day, Liz Glagowski partnered with TTEC’s Leesha Bush on a LinkedIn Live event to discuss the h…
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