The Importance of Inclusivity in Customer Experience

Join Jess Cervellon as she chats with Ashley Harris, the dynamic force behind transforming customer experiences at various leading brands, including Caraway. Ashley shares her experience from working with subscription services to one-time purchase models and how creating a strong, resonant brand is key to success.

Jess and Ashley dive into the importance of internal CX management, using AI as a support tool, and building authentic relationships with customers. This episode is essential listening for anyone wanting to elevate their customer experience strategies.

What’s inside The Juice this week?

00:00 Introduction and Ashley Harris’s Journey in Customer Experience

05:50 Creating a Strong Brand Across Multiple Merchants

13:00 Overcoming Customer Support Challenges in Different Retail Environments

20:30 The Role of AI in Enhancing Customer Experience 

28:45 Importance of Internal Management and Training in CX

35:15 Authenticity in Job Interviews and Finding the Right Fit

44:00 Building Trust and Engagement through Proactive Customer Communication

52:25 The Impact of Inclusivity on Customer Experience

Don’t miss this episode if you want to understand the intricacies of customer experience management, the power of proactive service, and how to truly prioritize your customers.

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Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Instagram: https://instagram.com/jess.cervellon

Weekly newsletter: https://sundaypostcards.beehiiv.com/

X/Twitter: https://twitter.com/justjessssss

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Contact Ashley Harris: https://www.linkedin.com/in/ashleymacy/