This week, I sat down with Lauren Schorr, director of CX at Nestig, to talk about what it actually looks like to build customer experience into the foundation of a brand—not just as a function, but as a mindset.

We dig into why Nestig made CX its very first hire (yes, really), how they’ve scaled without outsourcing, and the difference between answering tickets and owning the entire customer journey. Lauren also breaks down the shift from baby products to kids’ furniture and what that’s meant for how her team communicates, supports, and grows.

If you’re thinking about building a CX team, growing your career in customer experience, or figuring out how to use feedback in a way that actually leads to change, this one’s for you.

🎧 Listen now for tips on team structure, retention beyond emails, and why your PDP probably needs a little more love.

📲 Follow

Instagram: @aurschorr

LinkedIn: linkedin.com/in/lauren-schorr-69b0101aa/

📲 Follow

Instagram: @nestig

Website: nestig.com

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Connect with Jess on:

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✉️ Interested in learning about Hark? Check out our friends here: sendhark.com

Hark brings customer feedback to life with Customer-Generated Content (CGC) and uses AI to identify ways you can optimize your business.

Jereg

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