In this episode of The eCommerce Customer Experience Podcast, Annette Franz, Founder and CEO of CX Journey, joins Chris Kellner of DigitalGenius to discuss why businesses should prioritise employee experience, how to harness the power of AI for improved CX, and ten principles for becoming customer-centric. Annette is a certified customer experience professional with over thirty years of experience helping companies understand their employees and customers. She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches.&nbs ..read more

In this episode of The eCommerce Customer Experience Podcast, Laricea Roman, Head of Marketing and Head of Digital for Dorothy Perkins, Burton, and Wallis brands at Boohoo Group, joins Chris Kellner of DigitalGenius to unveil the power of organic growth for brands, how AI can enhance personalised experiences in eCommerce, and why businesses should prioritise the zebra versus unicorn business model. Laricea Roman is a brand specialist with a demonstrated history of growing global businesses even in challenging environments. She has worked for several Fortune 100 companies, helping them grow an ..read more

In this episode of The eCommerce Customer Experience Podcast, Kristi Faltorusso, Chief Customer Officer of ClientSuccess, joins Chris Kellner of DigitalGenius to share her thoughts on scaling customer success teams effectively, leveraging new technologies for e-commerce growth, and the importance of building and maintaining customer success communities. Kristi Faltorusso is an award-winning Customer Success Executive with over a decade of experience in customer success leadership, building, scaling, and transforming customer success organisations. Besides her role at ClientSuccess, she is als ..read more

In this episode of The eCommerce Customer Experience Podcast, Nicole Jackson, Customer Support Manager at HERA Clothing, joins Chris Kellner of DigitalGenius to uncover the qualities of a great customer experience leader, how to enhance customer support for Gen Z, and why balancing AI-driven support and human assistance is key to delivering a pleasant customer experience. Nicole is an experienced manager and customer support enthusiast with over ten years of experience in the hospitality and retail industries. Before joining HERA, she was the Customer Service Manager at BioPak. Nicole also wo ..read more

In this episode of The eCommerce Customer Experience Podcast, Danielle Anderson, Executive Leader in Customer Experience and Digital, joins Chris Kellner of DigitalGenius to unveil the qualities of a good customer experience leader, the importance of customer-centricity, what makes a customer-centric brand, and the future of customer experience in retail and e-commerce. Danielle brings extensive expertise spanning over eighteen years in consumer-focused industries, encompassing luxury goods, retail, and hospitality. Throughout her career, she has consistently demonstrated her ability to provi ..read more

In this episode of The eCommerce Customer Experience Podcast, Richard Mogendorff, Co-Founder and Chief Digital Officer of Like Digital & Partners, joins Chris Kellner of DigitalGenius to share the importance of customer experience in the luxury space. They explore best practices for data-driven decision-making, potential trends for 2023, and how AI can help brands move quickly. Richard Mogendorff is a creative technologist with extensive hands-on technical experience with the leading e-commerce platforms, with particular expertise in SaaS and MACH.  Before forming Like Digital, Rich ..read more

In this episode of The eCommerce Customer Experience Podcast, Lee Roquet, Vice President of Customer Experience at Finch, joins Chris Kellner of DigitalGenius to discuss the importance of customer experience programs, the role of digital transformation and community for CX, and how companies can be successful and profitable while prioritizing customer experience. Lee is a Certified Customer Experience Professional, CX innovator, and results-driven business leader who believes that "CX is more than a program. It is a business purpose and culture to celebrate." Before Finch, he was the Chief Cu ..read more

In this episode of The eCommerce Customer Experience Podcast, Michelle Spaul, Customer Experience Consultant at Delta Swan, joins Chris Kellner of DigitalGenius to share how customer experience drives business growth. As the Customer Experience Consultant at Delta Swan, Michelle helps her clients understand the value of customer experience in their business. She also currently works as an Expert Practitioner at HiveMind Network and as an Associate at Hoxby. Michelle has more than twenty years of experience in customer experience and has worked with companies like Elektron Limited and Rolls-Ro ..read more

In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys joins Chris Kellner of DigitalGenius to discuss the role of empathy in customer experience and how businesses can leverage technology and human capabilities to improve customer and employee experience. Dr. Natalie's experience spans over two decades of working in different customer and experience positions at several organizations, including Salesforce, Constellation Research, Weber Shandwick, Forrester Research, Pricew ..read more

In this episode of The eCommerce Customer Experience Podcast, Gustavo Imhof, Head of Customer Experience Strategy and Insights at Avado, joins Chris Kellner of DigitalGenius to share his perspective on how to make customer experience a strategic priority by understanding customers' needs. Gustavo is currently the Head of Customer Experience at CXAhead and Head of Customer Experience Strategy and Insights at Avado. He is also a Non-Executive Director - Committee Member (Remuneration Committee) at Thirteen Group and Non-Executive Director at Rootsofyggdrasil. Today, Gustavo talks about why cus ..read more