How This Leader Turned a Viral Burnt Pan Video into Customer Experience Gold!

Welcome to the first episode of The Juice with Jess Cervellon! In this episode, we sit down with Nancy Gurd, the Associate Director of CX at Caraway, and talk about everything from dealing with negative viral videos, implementing AI into your customer support, personalizing customer support, and Nancy's best (and worst) customer experiences!

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1:11 - 2:00 Nancy’s CX background from Aurate to Caraway

2:58 - 6:54 Humanizing CX and Crisis Management

7:50 - 11:19 CX Feedback loop and Education

11:33 - 14:27 Tech stack and opinion on tools

14:51 - 19:00 Leveraging AI and chatbots

19:17 - 24:00 Outsourcing CX and BPO

24:01 - 28:14 Selling omnichannel and QVC

28:33 - 32:33 Retail and navigating customer data

32:48 - 39:34 Nancy’s best and worst customer experience

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