Customer XO Podcast

Where CX runs the show

Customer service operators carry the pressure of fraud every day. The angry tickets, the polished fake invoices, the “item not received” claims that don’t quite add up, all while trying to protect real customers and hit performance goals. Most of that work happens quietly, and the people doing it rarely get a voice.

Customer XO Channel Videos and Shorts

April 17, 2026​

We Watched a Sneaker Drop Turn Into Chaos in Real Time​

Bots beat your best customers to every drop. P.J. Worsfold on the war rooms of high-heat releases—and what agentic shopping changes next.
April 3, 2026​

Post-Purchase Fraud Is Exploding

“Never received”—until you see them wearing it on Instagram. Monday Swimwear’s CX lead on the post-purchase fraud exploding right now.
March 20, 2026​

Why Customer Support Is The New Fraud Battlefield

Triangulation scams, fake invoices, and refund abuse. Nathan James’s CX lead on catching post-purchase fraud before it eats your margin.
Season 1 Trailer

The Show for Customer Experience Leaders

Hosted by Jordan Shamir and Alex Shamir, each episode explores how customer experience and fraud strategy shape the financial health of modern ecommerce brands.
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