Interviews with CX Leaders

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Meet the CXperts

From Influencer Marketing to CX Leadership: Roma Yumul’s Impact at Dr. Squatch

Top Picks

Why Empathy Still Wins: Create Wellness's Emily Stubbs on Building a People-First CX Team

Jorja Lambert of riff raff on empathy, scaling the business, and providing thoughtful interactions.

Oren Zafrany of Elementor on developing AI, getting all the data, and predicting problems before they happen.

Marisa Suarez of Solid Starts on delegating tasks, growing AI, and offering safe support for customers.

Why Empathy Still Wins: Create Wellness's Emily Stubbs on Building a People-First CX Team

Jorja Lambert of riff raff on empathy, scaling the business, and providing thoughtful interactions.

Oren Zafrany of Elementor on developing AI, getting all the data, and predicting problems before they happen.

Marisa Suarez of Solid Starts on delegating tasks, growing AI, and offering safe support for customers.

Anna Negri of Nidecker Group on growing a team, keeping it in-person, and supporting your team.

Richard Skidmore of SkateHut on AI content, after-sales outreach, and linking SEO and customer service.

Trust, Connection, and Growth: Michael Buffham-Wade’s CX Philosophy at Monpure

‍How An E-Commerce Brand is Building Customer Trust and Loyalty: Inside 32 Degrees with Jennifer Villalba

Maddie Klug on How Begin Health's CX Team Makes Every Parent Feel Like They Have a Friend in Their Corner

Monica Acevedo of Paleovalley on building a customer service team, the importance of feedback, and growing AI in CX.

Justin Schumann of Deep Sentinel on human judgment, proactive CX, and protecting customer trust

From First Agent to CX Leader: How Tamara Jay Preece Built UKLASH's Customer Experience

Behind Every Bouquet: Laura McDonald on How UrbanStems Is Raising the Bar for Emotionally Driven CX

Elevating CX in At-Home Recovery Tech: Inside Vital+ with April Moutia

Emily Goodwin Sharpe of Mustard Made on solving problems, personalizing the experience, and staying true to the vision.

Building Human Connection in a Digital World: Melissa Le Roux on CX at Hyde & Hare

David Grieveson of WaveGlobalUK on helping customers feel important, the best uses for AI, and the importance of attitude

Morgan Yawger of Hatch Collection on the human element, learning forever, and offering a premier experience

Keeping Customers First in an AI-Driven World: Matt Dale’s CX Playbook at Clearly Filtered

Leading with Connection: Inside Meg Christman’s Approach to Customer Experience at Wild Alaskan Company

Delaney Shipman of Buff City Soap on the human touch, being flexible, and improving customer retention.

Balancing AI and Human Touch: Inside Julia Ralaimihoatra’s CX Strategy at Happy Mammoth

Carly S. of Spectrum Boutique on staying small, knowing your audience, and looking to the future

Creating Seamless Customer Experiences: A CX Leadership Perspective with Matthew Jadro at Jones Road Beauty

TJ Balo of Andrea Iyamah on connecting with customers, building a community, and following the metrics

Communication First: Lee Ann Weales’ Strategy for CS Success at Escalade Sports

Beatriz Martinez of Blue Banana on empowering customer experience, using AI to the fullest, and the importance of empathy

Leading with Empathy: How Noelle Walsh Drives CX Growth at Dr. Killigan’s

Nicole Abugattas on Embedding Empathy into Every Customer Touchpoint at Paragon Fitwear

Leading with Empathy: How Ashlee D’Alessandro Is Redefining Customer Experience at Antelope Pets

Brandol Guerra of ReBag on making a difference, staying focused, and reaching customers

Angela Dalmau’s Approach to Scaling CX Without Losing the Human Element at Primally Pure

Empathy in Action: How Alacia Maloy is Shaping Lime Ricki’s Customer Experience Legacy

Serving the Fans: How Customer Experience Manager Brennan Wolfe Helps Baseball Lifestyle 101 Connect with Its Community

Creating consistent CX at scale for 1stDibs that specializes in one-of-a-kind luxury items

Balancing AI with a Human Touch: Inside Peachies’ Modern Customer Experience Strategy with Lorenzo Mucchino

Cutting Through Ticket Noise with AI: Luka Belik’s Approach to High-Impact Customer Experience at AppSumo

How Myriam Ferraty Uses CX to Turn Sensitive Moments Into Loyal Customers at Boodywear

Turning Feedback into Action: Jenna Metheny on CX at UV Skinz

How SuitShop created a customer experience that is a perfect fit for anyone and everyone who needs a suit

The formula for making an iconic outdoors brand more accessible and engaging for any and all customers

Empathy, Accountability, and AI: Erica Peterson’s Vision for Customer Experience at Our Place

Sarah Inbar’s Vision: How AI and Empathy Drive Smalls’ Customer Experience Strategy

How Erica Batista Turns Customer Experience into a Scalable Artform at Minikatana

Health & Wellness

How an E-Commerce Reading Glasses Brand is Meeting Customers Where There At: Inside ThinOptics with Mona Smith

Nathan Render's Approach to Empathy-First Customer Experience at Mockingbird

Food & Beverage

A Mission-Driven, Non-Dairy Creamer Changing How We Drink Coffee: Inside nutpods with Shannon Clark, Senior Customer Service Manager

From Legal offices to Customer Care: Sonja Stojanovski’s Vision for a Modern, Global Support Team

Building Trust Through CX: How Honest Paws Supports Pet Wellness with CBD with Juliana Suarez

Food & Beverage

Flora Nishihara, Director of CX and Partnerships, on Personalizing Customer Experience, Storytelling, and Compassionate Leadership at Dandelion Chocolate

Health & Wellness

How a Subscription-Based Company is Helping Customers Discover Their Next Favorite Fitness Brand: Inside The Lift Box with Customer Success Manager Emily Ferguson

How Amanda Tarantino Turns True Botanicals' CX Team Into a Revenue Driver Without Losing the Human Touch

Why Brand Consistency, Empathy, and Human Touch Matter in CX: Inside Nori with Customer Experience Lead Brittany Adams

Building Strategic Partnerships: Greg Stimpson's Value-First Approach at Pigment

Food & Beverage

Blending Coffee Curiosity and CX: Director of Customer Service on Elevating E-Commerce at Black & White

Health & Wellness

Amrita Kisnasamy on Zooming Out to Fix the Customer Journey: From Frontline to Head of CX

Alice Shabazian on Balancing Automation and Humanity in CX at Wool&Prince

How a Personal Care E-Commerce Company Connects with Customers Through Empathy and Community: Inside Underlining® with Director of Customer Service Lisa Guidone

How Gheanna Builds Trust and Autonomy at Momofuku Goods: A CX Strategy That Goes Beyond Scripts

How Amanda Battle Uses AI to Make CX More Human

Garden & Outdoors

Ulla Mankinen on Balancing Human Connection and Technology in Global Customer Care

Food & Beverage

How Patrick Carney and Ooni Are Curating Memorable Experiences for Customers with At-Home Pizza Ovens

Earth Rated CX Manager Lynley Nakano Reveals How to Build Customer Trust Beyond Your Hero Product

Dawn Wildes Streamlines HydraPak Operations by Building Cross-Functional Collaboration and Process Efficiency

Nicholas Ramirez on Building Hybrid Work Culture and Process Optimization at ProClip USA

How Mieka Loepp Built Tuft and Paw's Global Customer Experience Team Through People-First Leadership and Strategic AI Implementation.

How Luke Smith Built a Customer-First Culture at Zero Foxtrot Through Radical Hospitality

How Julia Mason, Customer Service Manager at Pooky, Encourages Positive Team Culture to Connect with Customers

Leo Lafaialii Brings Sports-Minded Leadership Approach to Origin's E-Commerce Customer Service

Health & Wellness

Sarah Azzaoui, VP of CX, on How Purpose-Driven Agents Are Making Customers Happy at Clove

Juan Hernandez, Balancing AI Efficiency with Human Connection at SA Company

Niko Gurganus Explains the Role of AI and Human Touch in Enhancing Customer Experience at Bow Wow Labs

Health & Wellness

How Bridget Laye Found CX Team Success Through Collaboration, Connection, and AI at Saalt

Health & Wellness

How Manager Jean Randles Draws from Over 20 Years Experience in Customer Service to Lead Her Team at Viome

Becky Ashford's Secrets to Streamlining Processes and Building a High-Performing CX Team

From Support to Concierge: How Sean Sarkin-Shearer Elevates CX Through Empowerment

How Glossier Builds a Collaborative Team to Enhance Customer Experience

Food & Beverage

Martin on Scaling waterdrop’s Customer Service: The Role of AI, Speed, and Intuition

Aaron Herr’s Human-Centered Approach to CX Revenue Generation

Crafting Exceptional CX in Outdoor Gear: How Luke Builds Trust and Efficiency at Battlbox

Meet Katy Fetyko, a CX leader with more than ten years of experience!

Rashko Temelkovski On How an Empathetic, Flexible Approach to CX Is Making Customers Happy at Glorious Gaming

Max Wallace’s Unexpected Transition into CX Leadership

Mike McGee, Director of Customer Experience at Mugsy on Fostering Connection and Efficiency in CX

How Luana Perez and Ergatta Are Elevating the Home Fitness with Game-Based Workouts For Customers

Navigating Customer Care: Marta Kos on Building Connections Across Borders

How Danie Feld and Open Late Collective Are Empowering CX Leaders in E-Commerce

Learn how Molly and Shinesty are using brand humor, AI, and an exciting subscription program to stand out as an E-Commerce apparel company.

How Megan McGarvey Balances Local Roots and Global Ambitions at Krewe

How Jannik Wiggers Balances AI and Personalization in LAKOR's CX Strategy

Lauryn’s Approach to Building a Customer Centric Culture at Ivy City

Why Alec DelValle Says Customer Trust Is Built Through Transparent Product Education

Elevating CX at COAST: Lorin Torres Shares Insights on Building a Customer-Centric Culture

Mastering Communication and Care: Addison Debter’s Approach to Customer Experience at Kirby Allison

How Dans Transformed Cold Calls into Customer Success Gold

Balancing Act: How Frank And Oak Blends Tech and Human Connection in CX

Nurturing Talent, Serving Customers: Inside Jaxxon's CX Philosophy

Stephen Calhoun, Director of Customer Success at Rain or Shine Golf on a Consultant-Based Approach to CX

Nathan Booth, Customer Service Lead at Mori on Balancing Fast Resolution with Human Touch

What Constitutes a Leader in Customer Experience? Perspectives on Empathy and Communication from Yogasleep's Ethan Morlote