ABOUT THIS PODCAST 🔗
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.
Update frequency:
biweekly
Average audio length:
24 minutes
Guest interviews
English
United States
14 episodes
since April 10, 2026
episodic
IN THIS PODCAST 🔗
LATEST EPISODE 🔗
In this episode of the CXNow podcast, Lisa Painter and Caroline discuss the importance of intentional technology use in customer experience (CX) and how to navigate the complexities of workflows and systems. They emphasize the need for simplicity, iteration, and understanding the balance between te…
PREVIOUS EPISODES 🔗
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 th…
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 intera…
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 intera…
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 sing…
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 inte…
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 coll…
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 fou…
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
Proac…
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 emotio…
Disclaimer: The podcast and artwork embedded on this page are from Kustomer, which is the property of its owner and not affiliated with or endorsed by Listen Notes, Inc.
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