CX After Hours

About CX After Hours

Retail and ecommerce don’t slow down. Orders stack up. Tickets spike. Dashboards glow red. And somewhere between the queue and the quarterly review, the relationship with the shopper can start to feel…transactional. CX After Hours is a space for CX leaders and operators to step out of the noise. When the day winds down and the metrics stop updating, this is where we exhale. Where we take stock. Where we talk honestly about what it takes to scale customer experience without breaking it - from first impressions (pre-sale) to keeping promises (post-sale), from automation to customer empathy, from firefighting escalations to building systems that actually hold. Hosts Guillaume and Anya are joined by the best in the business to go beyond the highlight reel and into the real work: contact rates, response times, team trade-offs, workflows, handoffs, tough calls. The unglamorous decisions that shape whether customers feel valued by your brand - or forgotten. Because being a CX leader is a pressure job. You’re protecting trust while chasing growth. You’re defending the customer while answering to the board. After hours is where we unpack how leaders actually carry that weight - and reconnect with why they got into this work in the first place: to build experiences that put the customer first, even at scale. CX After Hours is powered by Yuma AI. Find out more at https://yuma.ai/ (https://yuma.ai/)

Publisher

Yuma AI

Category

business

Language

en

Explicit

Yes

First episode

12 May 2026

Latest episode

28 Oct 2026

Latest episodes

12 episodes in the feed.

1. 

   28 Oct 2026

   When the Customer Becomes the CX Leader, with Hadas Drutman

   What makes someone love a brand so much that they want to work for it? For Hadas Drutman, it's happened three times. In this episode of CX After Hours, Hadas, CX leader at Bobbie and formerly Glossier and Seed Health, joins Anya Kelly and Guillaume Luccisano to explore what creates genuine brand loyalty and how being a customer first has shaped her approach to CX. Hadas shares how writing a 100-page thesis about Glossier helped launch her career in customer experience, and how her own experiences as a customer of Seed Health and Bobbie influenced the way she now builds CX teams. They also get into her unconventional approach to customer contact at Bobbie. While most CX teams are trying to reduce contact rates, Hadas wants more conversations with customers, not fewer. She explains how AI is making that possible by handling transactional interactions and giving her team more time to build meaningful relationships. Plus: how to get the wider business closer to customers, why being too emotionally invested in CX can sometimes be a challenge, the small gestures that create lasting loyalty, and Hadas's 10% Fix for getting more value from your CX technology. Chapters 01:38 Meet Hadas Drutman 04:33 From Customer to CX Leader: Glossier, Seed Health and Bobbie 08:27 How a 100-Page Thesis Led to a Role at Glossier 13:18 How Bobbie Won Hadas Over as a Customer 18:22 Building CX Teams with Real Product Expertise 20:17 How AI Creates More Time for Human Connection 24:56 Why Bobbie Wants More Customer Conversations, Not Fewer 30:20 The Vent: Stop Making Customer Deflection the Goal 35:17 Bringing the Voice of the Customer Into Company Decisions 42:05 Can CX Leaders Be Too Close to Their Customers? 46:23 What Really Creates Brand Loyalty? 48:12 How Bobbie Turns Small Gestures Into Lasting Loyalty 57:03 The 10% Fix: Reassess Your Tools 01:01:53 Why the Role of the CX Leader Goes Beyond Support Watch this episode on YouTube: https://youtu.be/8Lq_C1yfn4w Subscribe to the podcast via email on our website, and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours (https://yuma.ai/cx-after-hours) Follow the hosts: Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano (https://www.linkedin.com/in/guillaumeluccisano) Anya Kelly: https://www.linkedin.com/in/anya-kelly (https://www.linkedin.com/in/anya-kelly) Follow this episode's guest, Hadas Drutman: https://www.linkedin.com/in/hadasdrutman (https://www.linkedin.com/in/hadasdrutman) CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/ (https://yuma.ai/)

2. 

   7 Oct 2026

   Why Customer Support Is the Foundation of Great Customer Experience, with Zoe Kahn

   Customer support is often treated as the bottom rung of CX. Zoe Kahn thinks that’s exactly backwards. In this episode of CX After Hours, Zoe, founder of Inevitable and host of Let’s Laugh About It, joins Anya Kelly and Guillaume Luccisano to talk about why the support inbox can be one of the most valuable sources of customer and business insight. Zoe shares how a part-time support job at Ghost initially felt like a step backwards in her career — until it gave her visibility into everything from product development to fulfilment and warehouse operations. They also get into how AI is changing customer support, why customers shouldn’t have to think about whether they’re talking to AI, and how CX leaders can use data to separate the issues that feel urgent from the ones that actually matter most. Plus: how to advocate for customers without becoming the “annoying CX person”, the CX disasters they can laugh about now, and Zoe’s simple 10% Fix for catching problems before customers do. Chapters 01:13 Meet Zoe Kahn 08:28 Why Customer Support Is Undervalued 13:10 What the Support Inbox Reveals About Your Business 16:57 How AI Is Changing the CX Tech Stack 19:49 Using AI to Spot Customer Issues Faster 22:46 Why Zoe Almost Turned Down Customer Support 27:23 The Vent: Why Customers Still Hate AI Support 31:52 How to Advocate for Customers Without Losing Influence 40:36 Let’s Laugh About It 46:48 The 10% Fix: Test Your Customer Journey End to End Watch this episode on YouTube: https://youtu.be/4KibtftkV50 Subscribe to the podcast via email on our website, and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours Follow the hosts: Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano Anya Kelly: https://www.linkedin.com/in/anya-kelly Follow this episode’s guest, Zoe Kahn: https://www.linkedin.com/in/zoe-kahn-5b61aa129 CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/

3. 

   25 Sept 2026

   How 32 Degrees Scales E-commerce CX Without Losing the Human Touch, with Jennifer Villalba

   How do you scale customer experience without turning it into a rigid set of policies, scripts and automations? Jennifer Villalba, Director of Customer Experience at 32 Degrees, joins Anya Kelly and Guillaume Luccisano to talk about how she’s building a CX operation that can grow while still giving people room to use judgement. Jennifer shares how 32 Degrees prepares to scale its support team from around 20 agents to as many as 60 during peak season, why she recently made the high-risk decision to change BPOs just before Q4, and how the team is rethinking training, knowledge management and staffing as AI takes on more support work. They also dig into agent empowerment: why Jennifer created a VIP framework that allows agents to make refund and replacement decisions themselves, why she tells her team that sometimes “rules are meant to be broken”, and where human judgement still matters as more CX becomes automated. Plus, they discuss post-purchase experience, brand voice, outdated macros, WISMO, phone support and why CX teams are often the first people in a business to spot when something is going wrong. In this episode: 03:13 Scaling CX From 20 to 60 Agents for Peak 05:48 Why 32 Degrees Switched BPOs Before Q4 09:22 Building a CX Knowledge Base From Scratch 11:32 Are Customer Support Macros Outdated? 15:08 What Makes Customer Support Actually Feel Human? 20:50 Does Phone Support Still Have a Future? 25:15 The Vent: CX Vendors Need to Step Up 29:45 The 10% Fix: Fixing the Post-Purchase Experience 34:28 How to Make Major CX Changes Right Before Peak 36:26 Giving CX Agents the Power to Make Decisions 42:15 Why “Rules Are Meant to Be Broken” in CX 43:40 Where AI Should Stop and Humans Take Over 49:49 How CX Spots Problems Before Your Dashboard Does 53:09 Why CX Leaders Still Need to Work the Queue Watch this episode on YouTube: https://youtu.be/9q5xTBTBGUg Subscribe to the podcast via email on our website and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours Follow the hosts: Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano/ Anya Kelly: https://www.linkedin.com/in/anya-kelly/ Follow this episode’s guest, Jennifer Villalba: https://www.linkedin.com/in/jennifer-villalba-34999469/ CX After Hours is the ecommerce customer experience podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure and decisions that shape whether customers come back, spend more and stay loyal. Learn more about Yuma AI: https://yuma.ai/

4. 

   9 Sept 2026

   Why CSAT Isn’t Telling You the Full Story in E-commerce CX

   Your CX dashboard can tell you what happened. But can it tell you why? In this episode of CX After Hours, Naomi Oriol, Director of Customer Experience at Freebird, joins Anya Kelly and Guillaume Luccisano to discuss how AI is changing the way CX teams analyse customer feedback. Naomi explains how her team uses AI to search across raw support conversations, uncover hidden patterns and turn customer tickets into evidence the wider business can act on. In this episode: 03:13 Why CSAT isn’t telling you the full story 10:05 How Freebird uncovered a 1,000+ order problem 16:18 Why CX isn’t your retention bodyguard 21:25 Bringing leadership “real receipts” 27:41 The 10% Fix 31:24 Using AI for QA and agent coaching 36:00 Where AI still falls short If you work in e-commerce CX or customer support and want to use AI for more than just automation, this episode is packed with practical ideas you can take back to your team. Watch this episode on YouTube: https://www.youtube.com/watch?v=BWxqHRX83WE Subscribe to the podcast via email on our website, and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours Follow the hosts:Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano/ Anya Kelly: https://www.linkedin.com/in/anya-kelly/ Follow this episode’s guest, Naomi Oriol: https://www.linkedin.com/in/naomi-oriol-71762539/ CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/

5. 

   21 Aug 2026

   6 CX Lessons Every Leader Should Hear

   In this special season recap of CX After Hours, our host Anya Kelly revisits six standout moments from the podcast’s first six guests - and shares what each conversation taught her about building better customer experiences. From Eli Weiss on protecting the human side of CX and investing in your agents, to Michael Bair on why strong teams need clear metrics and accountability. Cati Brunell Brutman explores how CX leaders can turn overwhelming amounts of customer feedback into action, while Leeor Cohen challenges the instinct to solve every problem by buying a new tool. Anya also reflects on Caroline ON Wilson’s perspective on the emotional labor behind customer experience, and closes with Aleni Mackarey on why CX and marketing need to operate as closely connected parts of the same customer journey. Along the way, Anya shares lessons from her own career and the recurring idea running through the first season: great CX isn’t just about answering tickets. It’s about understanding customers, supporting the people serving them, influencing the wider business, and identifying the small changes that can make a disproportionately big difference. Whether you’ve listened from episode one or you’re discovering CX After Hours for the first time, this is the perfect introduction to the conversations and ideas that shaped Season One. Plus, a preview of what’s coming next when CX After Hours returns September 9, starting with Naomi Oriol of Freebird and a conversation about what AI means for traditional CX metrics, ticket categorization, and understanding the why behind customer conversations. CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/ (https://yuma.ai/)

6. 

   22 Jul 2026

   Marketing vs. CX: When Brand Promises Become Customer Expectations?

   Marketing makes the promise. But when the product, delivery or service fails to live up to it, CX inherits the consequences. In this episode, Anya Kelly and Guillaume Luccisano are joined by Aleni Mackarey, Vice President of Client Success at Base Beauty Creative Agency. Across more than a decade in beauty and wellness marketing, Aleni has worked in project management, agency marketing, operations and client success - including serving as Chief Operating Officer. Together, they explore why customers don’t experience marketing, ecommerce and support as separate departments. They experience one brand—and every campaign, product page, email, review and support interaction either builds trust or erodes it. The conversation covers how customer feedback can shape products and campaigns, what brands can learn from TikTok and Reddit, creating reviews and UGC without making the relationship feel transactional, and how AI can support customer listening without replacing human judgment. They also discuss why difficult conversations often build stronger relationships, the value of curiosity when receiving negative feedback and what it really takes for a brand to keep the promises it makes. Watch this episode on YouTube: https://youtu.be/f8dlATwaykE?si=hD4f8nCsLBLg84Ml Subscribe to the podcast via email on our website, and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours Follow the hosts: Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano/ (https://www.linkedin.com/in/guillaumeluccisano/) Anya Kelly: https://www.linkedin.com/in/anya-kelly/ (https://www.linkedin.com/in/anya-kelly/) Follow this episode’s guest, Aleni Mackarey: https://www.linkedin.com/in/alenimackarey/ (https://www.linkedin.com/in/alenimackarey/) CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/

7. 

   8 Jul 2026

   Empathy Has Limits: The Reality of Frontline CX, with Caroline ON Wilson

   Great CX is not always about giving the customer more. A refund, replacement or exception can completely change a customer's relationship with a brand. But when generosity becomes the default, CX teams risk making expensive decisions without enough context — while agents are left trying to work out the right answer ticket by ticket. In this episode, Anya Kelly and Guillaume Luccisano are joined by Caroline ON Wilson, Director of CX at Carpe, to talk about the balance between customer care and business reality. They discuss why maximum generosity is not always great CX, how leaders can identify the moments where an exception actually matters, and why agents should not have to reinvent the decision every time a difficult customer lands in the queue. For Caroline, “clarity is kindness”. Clear boundaries around refunds, replacements and exceptions give agents the confidence to exercise judgement without constantly wondering whether their manager will back the decision. The conversation also explores the limits of SOPs, how to coach teams through the grey areas of customer experience, and how AI could help agents create more distance from emotionally charged conversations. A practical conversation about generosity, judgement and building a CX team that knows when to bend the rules - and when not to. Chapters: 05:35 The Vent: Customers are mean 08:23 Finding the Goldilocks zone in CX 13:36 When should you go above and beyond? 16:39 Clarity is kindness: Stop reinventing every decision 22:08 You can't put a human into an SOP 26:14 How to route and track complex CX decisions 30:17 The 10% Fix: Have a dance party 35:00 Reading customer tone and sentiment 41:17 How AI creates emotional distance 45:35 Why CX leaders need to prove the ROI Watch this episode on YouTube: https://youtu.be/jFeFY4Vo75Y?si=5j3xrGpZ-MTNKyRh Subscribe to the podcast via email on our website, and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours Follow the hosts: Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano/ Anya Kelly: https://www.linkedin.com/in/anya-kelly/ Follow this episode’s guest, Caroline ON Wilson: https://www.linkedin.com/in/caroline-on-wilson/ CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/

8. 

   24 Jun 2026

   Getting the AI Foundations Right in E-commerce CX (to Avoid Scaling Problems), with Leeor Cohen

   AI will not fix your CX. But it will expose whether your foundations are strong enough to scale. In this episode of CX After Hours, Anya and Guillaume are joined by Leeor Cohen, founder and CEO of CreateCX and Scale Your Team, for a practical conversation about what ecommerce brands need to get right before they try to automate customer experience. Leeor has worked across frontline CX, e-commerce operations, consulting and BPOs, with experience spanning Bonobos and Coterie among several others. That gives him a clear view of where brands often go wrong: chasing new tools before cleaning up the foundations. The episode covers why CX teams should be cautious about rushing into helpdesk migrations, AI platforms or new outsourcing partners when the real problem may be poor CX hygiene. That means unclear processes, outdated documentation, messy playbooks and systems that do not give human or AI agents the right inputs. Leeor also explains why AI should be treated more like a junior team member than a magic solution. It needs training, maintenance, oversight and clear rules for when to act, when to escalate and when to hand over to a human. The conversation also explores how AI and human agents can work together, how brands should plan CX capacity around marketing and operational peaks, and why proactive, plain-text communication during shipping delays can make a major difference to customer trust. Topics covered include: Why AI scales problems when CX foundations are weak What “helpdesk hygiene” and “CX hygiene” really mean When switching tools is not the answer How to create better inputs for human and AI agents Why playbooks still matter How to take a crawl-walk-run approach to CX automation Which support moments should stay human How AI can free agents up for more proactive, revenue-driving work The changing role of BPOs in an AI-powered CX world The 10% Fix: communicating clearly during shipping delays Chapters: 03:03 The Vent: Shiny Tool Trap 04:39 Helpdesk Hygiene Over Switching 07:44 Inputs Playbooks and SOPs 10:39 Crawl Walk Run with AI 12:50 AI as Junior Agent Maintenance 15:34 Balancing AI and Human Teams 19:01 Proactive CX and Retention 22:40 The 10%: Fix Shipping Updates 24:37 Proactive Shipping Updates 25:30 Turning Stockouts Into Loyalty 26:49 BPOs Facing The AI Era 28:04 Human First BPO Model 31:06 Choosing The Right BPO 38:58 Playbooks Before AI 42:42 Vendor Selection Tips 45:52 Wrap Up And Where To Connect Watch this episode on YouTube: https://youtu.be/3678QkMxtMg?si=n-WJAMm6K_-5P-tW Subscribe to the podcast via email on our website, and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours Follow the hosts: Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano/ Anya Kelly: https://www.linkedin.com/in/anya-kelly/ Follow this episode’s guest, Leeor Cohen: https://www.linkedin.com/in/leeorc/ CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/

9. 

   10 Jun 2026

   CX Is a Goldmine of Data (& AI Can Finally Help You Use It), with Cati Brunell-Brutman

   AI is everywhere in customer experience right now - automating support, replacing repetitive work, cutting costs and speeding up replies. But according to Cati Brunell-Brutman, formerly CX Lead at Glossier, the real opportunity is bigger than automation. It’s data. Every support ticket, product review, social DM, NPS comment, complaint, and customer conversation is telling you something about your product, your brand, your operations, and your growth. Most companies just aren’t using it properly. In this episode of CX After Hours, hosts Guillaume Luccisano and Anya Kelly sit down with Cati to talk about how high-performing CX teams turn customer conversations into business impact. Cati shares what she learned from building and leading CX teams at brands like Birchbox, Daily Harvest, The Wing, Headway, and Glossier, including how to get CX out of the “cost centre” box, how to use AI to analyse years of customer feedback, and how to turn raw customer data into stories leadership will actually listen to. They also get into why unrealistic shipping expectations are hurting both brands and teams, how surprise and delight can build real customer trust, why retail teams are an underrated source of customer insight, and why Cati loves NPS but has very little patience for CSAT. Chapters: 03:14 Meet Cati Brunell-Brutman 04:14 From theatre production to CX 04:53 Building CX at early-stage brands 06:43 Why CX is still treated like the kids’ table 07:00 CX as customer insight, not a cost centre 08:43 Speaking the language of each stakeholder 10:15 Why CX is a goldmine of data 10:38 The Vent 14:41 When CX should use surprise and delight 15:28 Turning a delayed order into a memorable moment 17:48 Shouting out great CX internally 18:36 Connecting exceptional CX to data 20:47 Getting feedback from retail teams 23:05 Reading NPS comments like a novel 27:30 How AI helps CX teams analyse feedback 28:39 Using AI to analyse five years of product reviews 31:01 Why CX is really storytelling 34:53 The 10% Fix 36:22 Leaning on the Sisterhood of the Traveling CX 39:37 Cati’s take on NPS vs CSAT 41:11 Efficiency metrics and social engagement 42:53 Why CX should own social replies 44:22 Collaborating with marketing on social responses 45:44 One takeaway for CX leaders 46:01 Create your community 47:14 How to follow Cati Watch this episode on YouTube: https://youtu.be/XQNd37H9dyg?si=TvF7E5hzG-nVgaYJ Subscribe to the podcast via email on our website, and get new episodes delivered directly to your inbox: https://yuma.ai/cx-after-hours (https://yuma.ai/cx-after-hours) Follow the hosts Guillaume Luccisano: https://www.linkedin.com/in/guillaumeluccisano/ (https://www.linkedin.com/in/guillaumeluccisano/) Anya Kelly: https://www.linkedin.com/in/anya-kelly/ (https://www.linkedin.com/in/anya-kelly/) Follow this episode’s guest, Cati Brunell-Brutman: https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/ (https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/) Instagram: @catibrunell CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/ (https://yuma.ai/)

10. 

    27 May 2026

    Why Your CX Will Always Be Broken (& How to Hire and Scale Anyway), with Michael Bair

    Most brands want customer experience to become a clean, efficient, fully solved function. Hire the team. Set the policies. Add the help desk. Bring in AI. Reduce the backlog. Keep customers happy. But as Michael Bair explains in this episode of CX After Hours, CX is never really “fixed.” The business keeps changing. New products create new questions. Policies create new friction. Channels multiply. Teams grow. Tools break. Expectations rise. And just when you think the system is under control, something else shifts. Michael Bair is the Founder of Bair Consulting and former SVP of Customer Experience at FIGS. He has spent 20 years working across customer experience, sales, retention, e-commerce, SaaS, and consulting, and has hired more than 1,000 people throughout his career. In this conversation, Michael joins Guillaume Luccisano and Anya Kelly to talk about what it really takes to hire and scale CX teams in the real world. They discuss why great CX starts with people who genuinely like customers, Michael’s “PhD” hiring framework - passionate, hungry, and driven - and why interview skills are often a poor predictor of performance. They also get into scaling teams without lowering the bar, treating AI as part of the staffing model, deciding what belongs with AI, BPOs, or internal agents, and why “Where’s my order?” tickets may be telling you something deeper about your shipping experience. Michael also explains why e-commerce CX teams should pay close attention to repeat purchase rate, and why the best CX leaders are often the people inside the company who stay closest to customers. Because CX is not a function you finish. It’s a function you keep building. Chapters: 02:12 Great CX Traits 03:41 PhD Hiring Framework 05:21 Finding CX Talent 08:26 Interviewing For Motivation 11:22 Sales To CX Shift 15:11 The Vent - Where’s My Order? 17:47 Fixing Shipping Expectations 24:53 Scaling CX Three Ps 26:14 BPO And AI Staffing 28:50 AI Limits and Leverage 30:23 Routing VIP Customers 32:32 Phones Versus Digital 34:57 Email Backlog Debate 36:45 The 10% Fix Framework 37:18 Knowledge Base First 38:57 Dashboards and KPIs 40:06 Repeat Purchase North Star 42:14 Memorable CX at Scale 43:33 Chewy Surprise System 📺 Watch this episode on YouTube: https://youtu.be/lHtwZc5iwjU (https://youtu.be/bJmKomr28zI) Subscribe via email and get new episodes delivered to your inbox: ⁠https://yuma.ai/cx-after-hours⁠ (https://yuma.ai/cx-after-hours) Follow the hosts: Guillaume Luccisano: ⁠https://www.linkedin.com/in/guillaumeluccisano/⁠ (https://www.linkedin.com/in/guillaumeluccisano/) Anya Kelly: ⁠https://www.linkedin.com/in/anya-kelly/⁠ (https://www.linkedin.com/in/anya-kelly/) Follow this episode’s guest: Michael Bair: https://www.linkedin.com/in/michaeljbair/ CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: ⁠https://yuma.ai/ (https://yuma.ai/)

11. 

    13 May 2026

    Eli Weiss on Why Your Best Customers Leave - And Why Better CX Starts Before They Complain

    Most e-commerce brands think they have a retention problem. But according to Eli Weiss, they often have something deeper: a customer experience problem. In the first episode of CX After Hours, Eli joins hosts Guillaume Luccisano and Anya Kelly to unpack where retention really breaks — long before a customer churns, leaves a bad review, or opens a support ticket. They discuss why your best customers often leave quietly, why “deflection” is the wrong goal if customers still aren’t getting resolution, and why the boring parts of e-commerce CX — returns, refunds, exchanges, replacements, and policies — are often the moments that decide whether customers come back. Eli Weiss is VP of Advocacy at Yotpo and previously led CX and retention at brands including OLIPOP and Jones Road Beauty. He also writes the excellent All Things CX and Retention newsletter. Subscribe to Eli’s newsletter: https://www.eliweisss.com/ (https://www.eliweisss.com/) Chapters: 03:21 — From CX cost center to retention driver 08:00 — The Vent: what CX gets wrong about automation 09:00 — Why the remaining 10% of tickets matter most 13:31 — Faster slop: when AI makes bad CX worse 14:21 — The ripped socks story: policy vs. customer loyalty 16:01 — When AI should hand off to a human 17:12 — Deflection vs. resolution 18:43 — Why retention is mostly product 19:36 — What Reddit and social reveal about CX 24:11 — When CX becomes a safety net for broken systems 29:23 — Why refunds and returns are business tools 36:07 — The future of CX: bots plus exceptional humans 📺 Watch this episode on YouTube: https://youtu.be/bJmKomr28zI (https://youtu.be/bJmKomr28zI) Subscribe via email and get new episodes delivered to your inbox: https://yuma.ai/cx-after-hours (https://yuma.ai/cx-after-hours) Follow the hosts: Guillaume Lucissano: https://www.linkedin.com/in/guillaumeluccisano/ (https://www.linkedin.com/in/guillaumeluccisano/) Anya Kelly: https://www.linkedin.com/in/anya-kelly/ (https://www.linkedin.com/in/anya-kelly/) Follow this episode’s guest: Eli Weiss: https://www.linkedin.com/in/eliweisss/ (https://www.linkedin.com/in/eliweisss/) CX After Hours is the podcast for CX leaders and operators in retail and ecommerce who are in the trenches scaling customer experience to drive real growth. Powered by Yuma AI, the show goes beyond polished talking points to explore the trade-offs, pressure, and decisions that shape whether customers come back, spend more, and stay loyal. Learn more about Yuma AI: https://yuma.ai/ (https://yuma.ai/)

12. 

    12 May 2026

    Intro: Welcome to CX After Hours

    CX After Hours is the podcast for customer experience leaders and operators in retail and e-commerce navigating the space between customer expectations and business goals. Because in CX, you sit in the middle. You want to do right by the customer - while also driving retention, revenue, and growth. Every day is a balance between empathy and efficiency, speed and quality, automation and human connection. The problem? Most CX content feels polished and theoretical — far removed from the reality of the job. So we created CX After Hours: honest, unscripted conversations about what it actually takes to make customer experience work at scale. Hosted by Guillaume Luccisano and Anya Kelly, this show dives into the real stories, trade-offs, and decisions behind modern CX. Expect conversations around: AI in CX Retention and loyalty Scaling support teams E-commerce and retail operations Tough calls, mistakes, and lessons learned No corporate jargon. No perfect playbooks. Just real conversations about real CX. If you work in customer experience, e-commerce, or retail, this podcast is for you. Subscribe to CX After Hours on your favorite podcast app. Get all the episodes in video format, with additional written content, on our site: https://yuma.ai/cx-after-hours (https://yuma.ai/cx-after-hours)

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Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

2 ratings

Spotify

5.0 / 5

5 ratings

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Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.