Jess Cervellon, VP of Feastables, host of the Oopsie Podcast, and a DTC consultant, dropped the holy grail of scaling a DTC brand through CX in this one. CX is a hell of a lot more than just customer support. Blake and Jess delve into the nitty-gritty of CX in e-commerce, showcasing its far-reaching impacts beyond just customer support.

Throughout the episode, Jess shares her insights on why companies should shift from short-term promotions to building genuine customer relationships, a key driver of business success. Their discussion also illuminates the intertwined nature of CX and customer retention, sparking a debate on the pros and cons of having the CX leader oversee retention strategy.

Hear Jess's compelling story about a personalized shopping experience at Gucci that triggered an impromptu purchase, underlining the importance of understanding your customer. They further discuss inventive approaches like data-informed marketing and conversational SMS campaigns to deepen customer engagement.

Armed with vast DTC consulting experience and her own pod, Oopsie the Podcast, Jess highlights emerging trends and key takeaways shaping today's CX landscape. So, if you're eager to learn about the transformative power of CX in e-commerce, don't miss this enlightening discussion about building business success through stronger customer connections.

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