Hosted by Elizabeth Glagowski
"The CX Pod" is an interview series featuring best practices and the leading thinkers and doers who are changing the way business gets done. The focus is on the customer experience and how business' need to actively evolve with their customers instead of reacting.
10 episodes · publishes fortnightly · latest 2026-06-30 · ~14 min/episode
Rank
#902
Substance
73.0
/ 100
Breakdown
Scored 2026-07
Updated monthly
Across the index
#902 of 6182
Substance
Top 15%
outscores 85% of the index
The CX Pod ranks #902 on The B2B Podcast Index with a substance score of 73.0 out of 100, scored across 1 recent episode. It scores highest on guest caliber and specificity & evidence. Nathan Christensen is a credible practitioner who has deployed voice AI at meaningful scale - 70,000 customers, 60 products, 1,500 calls per day - at the world's largest dental software company. He is mid-level operational rather than C-suite, and speaks from direct implementation experience rather than theory.
Averaged across 1 recently scored episode, with cited evidence.
The episode offers a handful of genuine operational insights - stress-testing the agent via abuse scenarios, the 1,500-calls-a-day scale, and treating AI onboarding like employee onboarding - but these are diluted by generic framing, analogies to hotels and airlines, and a meandering intro. The insight-per-minute rate is moderate at best.
“we actually had our support agents go and yell and curse and swear at claire and like put her through a whole ringer”
“The difficulty isn't getting her to have the knowledge of our product. It's getting her to gain the trust of our customers.”
The award ceremony anecdote is genuinely memorable and distinctive, and the observation that customers initially sounded more robotic than the AI is a sharp reversal of expectations. Beyond that, the frameworks - meet customers where they are, iterate daily, build a business case - are largely recycled AI-adoption talking points.
“a lot of times our customers sounded more robotic than the AI agent did, which was interesting”
“we gave Claire a customer service award in front of our whole company at our town hall”
Nathan Christensen is a credible practitioner who has deployed voice AI at meaningful scale - 70,000 customers, 60 products, 1,500 calls per day - at the world's largest dental software company. He is mid-level operational rather than C-suite, and speaks from direct implementation experience rather than theory.
“we're taking about 1,500 calls a day by an AI agent”
“we could give this you know 15,000 knowledge base articles and overnight it would know everything about our product”
The episode includes useful concrete figures - 1,500 calls/day, one-fifth the handle time, 15,000 KB articles, 70,000 customers, 60 products - but stops short on financials, exact CSAT scores, specific vendor names, and outcome deltas. 'Highest CSAT ever' and 'several million' remain unquantified.
“we're taking about 1,500 calls a day by an AI agent. It's actually handling those calls in about a fifth the time as a live agent”
“it takes months for us to train and onboard new live agents that can handle our 60 products that handle about 70,000 customers”
The host asks some genuinely useful questions - on agent personification, the handoff mechanics, and lessons learned - but never pushes back on vague claims like 'highest CSAT ever' or probes the cost model mentioned briefly. The interview stays in testimonial mode rather than producing productive friction.
“Was there some decisions made in how you might personify that agent?”
“what does the handoff look like because i know voice ai agents are great but when you have to hand off to the actual live agent”
First period on the Index - history builds from here.
1 scored on substance · 10 tracked in total.
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