The CX Pod

Confused by the explosion of AI search acronyms? You're not alone. In this episode of the CX Pod, Customer Strategist Journal Editor Liz Glagowski sits down with SEO expert Kelsey Libert, co-founder of marketing agency Fractl, to cut through the noise and bring clarity to the rapidly evolving world of AI search.

What you'll learn:

✅ The real differences between SEO, GEO (Generative Engine Optimization), AEO (Answer Engine Optimization), and AISO (AI Search Optimization)

✅ Exclusive research findings about popular AI search best practices

✅ What the data reveals about which terms are actually gaining traction in the industry

✅ Practical strategies for optimizing your brand visibility across ChatGPT, Claude, and traditional search engines

✅ How to build authority that works across all platforms—from Google to AI chatbots

🎙️ Hosted by Liz Glagowski | Customer Strategist Journal

🎤 Guest: Kelsey Libert | Co-founder, Fractl | Speaker at MozCon, BrightonSEO, SMX Advanced

In this eye-opening episode of The CX Pod, host Liz Glagowski sits down with TTEC experts Alfredo Rizzo and JB Bednar to discuss a trend so new, it didn't even make it into their November 2025 CX Trends report: AI agents calling contact centers on behalf of customers.

This isn't science fiction—it's happening now. Contact center associates are fielding calls from AI assistants that negotiate payment settlements, request supervisors when dissatisfied, and handle everything from healthcare benefit confirmations to complex financial transactions.

Featuring real-world examples that sound impossible until you hear the actual call recordings, this episode reveals why CIOs and business leaders are responding with "immediate attention and a sense of urgency" when confronted with this rapidly evolving challenge.

This episode is an excerpt from a larger LinkedIn Live event. For the full conversation and to download the complete CX Trends report, visit https://www.ttec.com/resources/webinars/say-goodbye-to-old-school-cx-in-2026

Episode Length: Approximately 12 minutes

Guests: Alfredo Rizzo, CTO of TTEC Digital and JB Bednar, Head of Innovation at TTEC

Key Topics: Agentic AI, Contact Center Trends, Customer Experience, AI Authentication, Machine Experience

Holiday shopping is in full swing. This year, AI begins to make its mark, and tariffs send shoppers to new channels. Coresight Research's John Harmon shares new research on the impact of tarriffs and consumer AI readiness this season. Happy shopping!

SMS text messages have been the standard on smartphones for over 20 years. But 20 years in the tech world is a lifetime. Enter RCS (Rich Communication Services) -- a new way to up the messaging game and deliver better experiences for your customers and for your business via mobile. Vibes Chief Innovation Officer Alex Campbell provides a primer for ways RCS can enhance mobile marketing and customer service with richer, more personal interactions.

What does a Chief Customer Officer actually do? And how is it evolving in the age of AI and digital transformation within the CX world?

We explore the intersection of healthcare, technology, and human connection with WebPT's Chief Customer Officer, Suzanne Cogan. Suzanne discusses the growing importance of the CCO role and how innovation and empathy are combining to enhance member and patient experiences in healthcare.

Apple's success in combating fraud on its App Store illustrates lessons for other enterprises. Listen to the AI-generated recap of the popular Customer Strategist Journal article and let us know what you think. Post them here, or visit www.customerstrategistjournal.com share your thoughts.

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.

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.

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 businesses and employees, and how to make it happen with a flexible contact center workforce model.

In the latest episode in our travel podcast series, TTEC’s Scott Bell shares his impressions on the growing fraud risk in the industry and how it impacts trust in on travel review sites like Tripadvisor. We also delve into the potential roadblocks to the JetBlue/Spirit merger and implications for the airline industry.