PODCAST · business
CX Now
by Kustomer
CX Now is your podcast for intelligent CX. In the CX Now podcast, Lisa Painter, Head of Thought Leadership Experiences at Kustomer, chats with leaders in customer experience to share insights about what’s going on in the industry so you can stay up-to-date. Why another podcast? Our in-person CX Now events were such a hit with a goldmine of insights from our speakers and panelists. We thought: why not bring these insights to everyone year-round, wherever they are? Whether you're a CX executive, manager, or a frontline customer support agent looking to grow in their career, tune in for thoughtful conversations about CX strategy, best practices, lessons learned, AI and its applications in customer service, and more.
Episodes
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Better Customer Context, Better AI: Rethinking CX Automation
In this episode of the CX Now Podcast, Lisa Painter interviews TJ Stein, Head of Customer Care at Ipsy, discussing the importance of customer context in enhancing AI-driven customer experiences. They explore the maturity model of AI deployments, common misconceptions about AI implementation, and...
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Scaling CX Without Losing the Customer Experience
Jennifer Villalba, Director of CX at 32 Degrees delves into the challenges of maintaining consistency in busy times, learning from scaling mistakes, navigating customer feedback, understanding the frontline role of CX, balancing tools and human touch, finding the balance between AI and human...
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Building Together: The Role of Engineering in Modern CX Organizations
Host Lisa Painter and Jared Loman, Head of Operations & CX at Kick, explore the evolving relationship between CX and engineering teams, emphasizing trust, technical fluency, and the role of AI in collaboration. Jared shares why AI hasn’t replaced human judgement the way many predicted, the single...
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CX at the Heart of the Business
Jessica-Rose Garcia, Senior Manager of CX at OneSkin, shares her expertise on embedding customer experience at the core of business strategy. Discover how leadership commitment, effective metrics, and customer insights drive loyalty and elevate brand perception. Takeaways: CX must sit at the...
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From Data Warehouse to Boardroom: Putting Voice of the Customer to Work
What does it actually take to make voice of the customer more than a buzzword? In this episode of CX Now, Lauren Gold sits down with Victoria Weiss, Senior Director, CX at Smalls, to talk about turning customer feedback into real operational and strategic change — and why so many organizations...
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The Right Model for the Job
Lauren Gold and Kustomer CTO and co-founder Jeremy Suriel discuss the architectural considerations for building AI into a customer service platform, including model selection, orchestration layer, and privacy obligations. They also explore the debate around training own models versus relying on...
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Before It Breaks: How Elite Tech Support Teams Protect Customer Trust
The conversation covers the importance of building customer trust, the role of proactive support, the impact of AI tools, insights and complexity in customer support, human involvement, retention of institutional knowledge, and the characteristics of an elite support organization. Takeaways...
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The Emotional Labor Crisis in CX
Jess Jackson dives into the emotional labor crisis in customer experience (CX), the impact of AI on team structure and agent exhaustion, strategies to prevent burnout and support agents, cultural approaches to address emotional load, AI's role in supporting agents, and the connection between...
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Keeping it Human in the World of AI
Is AI actually transforming customer experience — or is the reality far messier than the hype? In this episode of CXNow, Lauren Gold sits down with Tue Søttrup, 20-year CX veteran and CEO of SmartRole, to separate boardroom mandates from ground-level truth. Tue shares why most enterprise AI...
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How Cate Marques Built a CX Career — and a Seat at the Table
The conversation covers Cate Marques' journey to the top as an executive within CX, the early days of Terra Kaffe, the impact of showing up, the role of startups in growth, the transition to the C-suite, the importance of CX having a seat at the table, the risks of ignoring CX, misconceptions…
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From CX to Culture: How Monika Aufdermauer Runs Employee Experience Like a Support Org
The conversation explores the intersection of customer experience and employee experience, highlighting the proactive approach to support and problem-solving. It delves into the impact of leadership, onboarding philosophy, and the alignment of CX and employee experience, emphasizing the…
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Kustomer's AI Vision with Brad Birnbaum, CEO
In the inaugural episode of CX Now, Lauren Gold and Brad Birnbaum discuss the transformative impact of AI on customer experience (CX). They explore how AI can enhance customer interactions, the importance of context in AI applications, and the balance between AI autonomy and human oversight. The...
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ABOUT THIS SHOW
CX Now is your podcast for intelligent CX.
In the CX Now podcast, Lisa Painter, Head of Thought Leadership Experiences at Kustomer, chats with leaders in customer experience to share insights about what’s going on in the industry so you can stay up-to-date.
Why another podcast?
Our in-person CX Now events were such a hit with a goldmine of insights from our speakers and panelists. We thought: why not bring these insights to everyone year-round, wherever they are?
Whether you're a CX executive, manager, or a frontline customer support agent looking to grow in their career, tune in for thoughtful conversations about CX strategy, best practices, lessons learned, AI and its applications in customer service, and more.
HOSTED BY
Kustomer
CATEGORIES
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Frequently Asked Questions
How many episodes does CX Now have?
CX Now currently has 12 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is CX Now about?
CX Now is your podcast for intelligent CX. In the CX Now podcast, Lisa Painter, Head of Thought Leadership Experiences at Kustomer, chats with leaders in customer experience to share insights about what’s going on in the industry so you can stay up-to-date. Why another podcast? Our in-person CX Now...
How often does CX Now release new episodes?
CX Now has 12 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to CX Now?
You can listen to CX Now on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts CX Now?
CX Now is created and hosted by Kustomer.
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