Ep.11 - Un-F*ck Your Customer Experience Today - Zack Hamilton

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Feb 5, 2025

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SummaryIn this episode of The Experience Edge, Zack Hamilton, a seasoned CX leader and retail strategist, joins us to explore the future of customer experience. From his unique journey from retail to SaaS, Zack shares insights on the rise of Journey Pods, the fall of NPS, and how focusing on customer lifetime value can transform businesses. With unfiltered advice and actionable strategies, Zack reveals what it takes to truly UnF*** CX and create meaningful, lasting customer connections.

Guest Bio

Zack Hamilton is a distinguished retail and eCommerce strategist, recognized for his transformative leadership as a Chief Experience & Strategy Officer. With over two decades of deep expertise in retail, he has played a pivotal role in shaping the future of customer experience (CX), employee experience (EX), and post-purchase experience (PPX) for global brands.

As an eCommerce visionary, Zack has been instrumental in developing and implementing digital-first strategies that seamlessly integrate online and offline retail experiences. His innovative approaches have consistently driven significant improvements in customer acquisition, conversion rates, and lifetime value across digital platforms. Having advised over 200 retail brands worldwide—including industry giants like Walmart, Macy's, and SEPHORA—Zack specializes in creating cohesive, omnichannel experiences that drive business growth.

Chapters:

00:00 Introduction to Zack Hamilton and His Expertise

01:53 Transitioning from Retail to SaaS at Parcel Lab

05:20 Evolution of CXOs: Operational vs. Survey-Centric Leadership

11:07 Framing Customer Problems with a P&L Lens

17:36 Introducing Journey Pods and Redefining Retail Models

24:48 Serving Emerging Luxury Customer Segments

30:23 Structuring Journey Pods: Teams, Metrics, and Responsibilities

36:38 Governance and Decision-Making in Journey Teams

42:30 Launching “UnFuck Your CX” Newsletter: Mission and Impact

50:01 Challenging NPS and Advocating for Customer Lifetime Value

56:21 Setting Metrics for Business Impact and Long-Term Growth

59:37 Lessons Learned in CX Leadership and Career Highlights

01:04:27 Closing Remarks: How to Follow Zack

Follow Zack - https://www.linkedin.com/in/zackhamilton/

Follow Jochem - ⁠⁠https://www.linkedin.com/in/jochemvanderveer/