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Description
CX Mixer is the podcast for ecommerce pros who know that great customer experience doesn’t stop at checkout. Hosted by Larry Thoma — an operator who works directly with some of the most creative and fast-growing brands in the game — each episode pairs up two CX leaders to swap stories, strategies, and straight-up lessons from the trenches.
These aren’t cookie-cutter case studies. Expect real talk on what’s working, what’s not, and how smart brands are turning customer experience into a growth engine. Whether you’re running a lean team or scaling fast, CX Mixer brings you the unfiltered playbook from the people doing the work.
14 Episodes
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What if your biggest growth problems are actually customer experience problems? In Season 3, Episode 3 of the CX Mixer, Larry sits down with Jess Cervellon, founder and CEO of Open Late Collective and former VP of CX at Feastables, for a full CX audit. They break down where brands create unnecessary friction, why CX extends far beyond the help desk, how to turn customer feedback into actionable data, and when growing brands should start investing in their customer experience. Jess also shares...
Season 3 Episode 2 | How Prose & OneSkin Turn Customer Experience Into Growth What does it actually take to make customers trust your brand—and keep coming back? In Season 3, Episode 2 of the CX Mixer, Larry sits down with Jessica-Rose (JR) of OneSkin and Aniesha of Prose to talk about building customer confidence through personalization, education, and a truly customer-first experience. They dig into turning voice-of-the-customer insights into action, getting leadership to take CX seriou...
Season 3 Episode 1 | How Top Brands Turn First-Time Customers Into Loyal Fans Thumbnail copy: Keep Customers Forever In the Season 3 premiere of the CX Mixer, the conversation dives into what it really takes to turn first-time shoppers into lifelong customers. Joined by Bianca Vitarello (Director of Product at Tuckernuck) and TJ (Head of Customer Care at Ipsy), the panel explores how brands build trust through personalization, thoughtful policies, community, and exceptional customer support....
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...
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 rea...
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