The CX Mixer

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.Timestamps0:00 – Intro & Episode Overview01:00 – Brianna on AI in Commerce & Chatbots06:00 – Human vs. AI: High-Touch Experiences12:00 – Kayla on Scaling CX & Phone Automation21:00 – Dr. Squatch’s AI Chatbot & Sales Use Cases33:00 – Bobble Bar: Onboarding & Social AI44:00 – Caraway: Strategy & Vendor Evaluation55:00– True Classic: AI for Repetitive Tasks & Training1:07 – Wyze: Deep Integration & Pre-Sales AI1:19 – Glossier: Triage, Sales, & Community AI1:29 – Wrap-Up & Fun TakeawaysSocialsLarry: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/

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.SocialsLarry: https://www.linkedin.com/in/larrythoma/Dan: https://www.linkedin.com/in/dankaparski/Breanna: https://www.linkedin.com/in/breanna-moreno-183a8459/

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.SocialsLarry: https://www.linkedin.com/in/larrythoma/Lisa: https://www.linkedin.com/in/lisayarrow/Chad: https://www.linkedin.com/in/chadpwarren/

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.

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.SocialsLarry: https://www.linkedin.com/in/larrythoma/Michael: https://www.linkedin.com/in/michaeldludwigTaylor: https://www.linkedin.com/in/taylorj23

In this episode of the CX Mixer podcast, host Larry Thoma interviews Katie from Simple Modern and Jennifer from 32 Degrees. They explore how brands can leverage AI to enhance customer experience, fight fraud, and create seamless post-purchase experiences while increasing loyalty. The guests share insights on misconceptions about selling everyday products, their CX strategies, and tools they use to improve customer interactions. They discuss the challenges of managing customer expectations for low-priced items and the importance of empathy in customer service. The conversation also touches on the role of AI in customer support and how it can be effectively integrated without compromising the human touch.Socials:Larry: https://www.linkedin.com/in/larrythoma/Katie:https://www.linkedin.com/in/katie-mitchell-37b51921a/Jennifer: https://www.linkedin.com/in/jennifer-villalba-34999469/

Caela, Director of CX at Jackson, and Tess, Senior CX Manager at Dr. Squatch, discuss designing customer experience for men's brands. They challenge misconceptions about male consumers, highlighting their engagement and care for product quality. The episode explores strategies for building community, gathering customer feedback, and educating consumers post-purchase. Both leaders emphasize the importance of empathy in CX, regardless of gender. They share insights on leveraging AI in customer service while maintaining a human touch, and discuss the power of reviews in shaping brand perception.Chapters:00:00 Intro: CX for men's brands05:32 Misconceptions about male shoppers09:00 Evolution of the male consumer14:01 CX Playbook: AI chatbots and reviews19:45 Confession booth: Learning from mistakes30:20 Love Island and brand collaborations34:34 Okendo for reviews and customer insights40:55 Spotlight on post-purchase customer journey52:26 Mythbuster: Men want to engage and chat58:04 Advice for vendor interactions at conferencesSocialsLarry: https://www.linkedin.com/in/larrythoma/Caela:https://www.linkedin.com/in/caela-castillo-29a73770/Tess:https://www.linkedin.com/in/tasnuva-awal/

Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, tackle the intricacies of customer experience across various channels. They discuss the hurdles of warranty claims and the impact of direct mail marketing. Topics like leveraging Snowflake for data management and the importance of uniting experiences across platforms highlight their expertise. Both guests share insights on TikTok Shop and the balance needed for effective marketing in a fragmented retail landscape, emphasizing the significance of customer journey mapping.

Cati from Glossier and Maritza from Bauble Bar discuss building customer communities on the CX Mixer podcast. They share insights on leveraging social media, creating VIP experiences, and empowering customer service teams. Cati reveals Glossier's secret Slack community of 800 superfans, while Maritza discusses Bauble Bar's approach to customization and licensing partnerships. Both emphasize the importance of listening to customer feedback and adapting products accordingly. The episode highlights how these brands turn buyers into loyal advocates through personalized experiences and transparent communication.00:00 Intro: Glossier and Bauble Bar on CX05:40 Building community through customer experience11:52 Glossier's approach to product feedback19:43 Floor time: Taking breaks to recharge24:59 Bauble Bar's Slack community for superfans30:03 Leveraging social media for customer engagement37:07 Managing custom order timelines and expectations45:35 Educating customers on product care55:56 Hot take: Phones not needed for CX57:28 Myth busted: Being mean doesn't get better serviceSocialsLarry: https://www.linkedin.com/in/larrythoma/Cati:https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/Maritza:https://www.linkedin.com/in/maritza-mejia-46129b56/

Larry brings on Nancy, Director of Customer Experience at Caraway, and Daniel, Head of E-Commerce at Carpe, to discuss scaling CX with small teams. They dive into outsourcing call centers, leveraging help desk flows, and breaking up with customers. Unexpected insights include the power of QR codes in post-purchase experiences, the myth of reducing customer conversations, and why responding too quickly can backfire. The guests share their experiences with fraud prevention and managing split shipments, offering a candid look at the challenges of modern CX. Follow Nancy and Daniel on LinkedIn to stay updated on their CX strategies and insights in the e-commerce world.Timestamps00:00 Intro: Scaling CX with small teams05:36 Doing more with less in customer experience18:23 Handling unexpected increases in ticket volume31:38 Breaking up with problematic customers38:29 Debunking myths about customer experience45:06 CX is a company-wide responsibility51:20 Reading customer tickets to improve strategySocialsLarry: https://www.linkedin.com/in/larrythoma/Nancy:https://www.linkedin.com/in/nancy-gurd-17b67a209/Daniel:https://www.linkedin.com/in/daniel-nunn-846b15161/