An Insider's Look into Glossier's CX

This episode of The Juice with Jess is JUICY! We're joined by Cati Brunell-Brutman, CX Manager at Glossier, to discuss inspiring teams, being a leader, showing up as your authentic self, and getting comfortable with data! Cati also pulls back the curtain on how Glossier runs CX! We discuss the complexity of their omnichannel network and how the CX team stays in the loop, working with Sephora, and a lot more!

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5:00 - 7:00 Being a CX Leader

8:53 - 10:43 Dealing with Negative Feedback

13:49 - 16:26 Cati and Jess's take on AI

17:00 - 21:22 Getting comfortable with data

21:48 - 23:00 Glossier's CX Team

23:00 - 24:23 Personalization and agent safety

24:50 - 27:33 Glossier's Omnichannel Brand Experience

31:33 - 33:00 CS x Community Management

35:00 - 39:00 Glossier's personalization and retention