The eCommerce Customer Experience Podcast

May 31 2023
The eCommerce Customer Experience Podcast artwork

Every aspect of your eCommerce business impacts customer experience: from advertising and packaging to product functionality, website usability, and even reliability. Your long-term growth and profitability will hinge on your ability to deliver the best experience for your buyers… and this podcast will show you how. Tune in monthly for actionable and insightful discussions with the brightest minds at the intersection of eCommerce and customer experience.

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Unicorn Businesses Are Great, But Zebras Are the Best with Laricea Roman, Head of Marketing and Head of Digital for Dorothy Perkins, Burton, and Wallis brands at Boohoo Group

May 31 2023 29 mins  
In this episode of The eCommerce Customer Experience Podcast, Laricea Roman, Head of Marketing and Head of Digital for Dorothy Perkins, Burton, and Wallis brands at Boohoo Group, joins Chris Kellner of DigitalGenius to unveil the power of organic growth for brands, how AI can enhance personalised experiences in eCommerce, and why businesses should prioritise the zebra versus unicor

From Good to Great: Key Strategies to Transform Your Customer Experience with Nicole Jackson, Customer Support Manager at HERA Clothing

May 26 2023 19 mins  
In this episode of The eCommerce Customer Experience Podcast, Nicole Jackson, Customer Support Manager at HERA Clothing, joins Chris Kellner of DigitalGenius to uncover the qualities of a great customer experience leader, how to enhance customer support for Gen Z, and why balancing AI-driven support and human assistance is key to delivering a pleasant customer experience.

How Top Customer Experience Leaders Grow Customer-Centric Brands with Danielle Anderson, Executive Leader in Customer Experience and Digital

May 19 2023 25 mins  
In this episode of The eCommerce Customer Experience Podcast, Danielle Anderson, Executive Leader in Customer Experience and Digital, joins Chris Kellner, Global VP of Sales & Partnerships of DigitalGenius, to unveil the qualities of a good customer experience leader, the importance of customer-centricity, what makes a customer-centric brand, and the future of customer experience i

Built to Win: Maximising CX with AI, Employee Experience, and Customer-Centric Culture with Annette Franz, Founder and CEO of CX Journey

Mar 20 2023 23 mins  
In this episode of The eCommerce Customer Experience Podcast, Annette Franz, Founder and CEO of CX Journey, joins Chris Kellner of DigitalGenius to discuss why businesses should prioritise employee experience, how to harness the power of AI for improved CX, and ten principles for becoming customer-centric.

Customer Success in the Digital Age: Leveraging Technology and Communities with Kristi Faltorusso, Chief Customer Officer of ClientSuccess

Mar 10 2023 23 mins  
In this episode of The eCommerce Customer Experience Podcast, Kristi Faltorusso, Chief Customer Officer of ClientSuccess, joins Chris Kellner of DigitalGenius to share her thoughts on scaling customer success teams effectively, leveraging new technologies for e-commerce growth, and the importance of building and maintaining customer success communities.

Customer Experience is a Business Purpose and Culture to Celebrate with Lee Roquet, Vice President of Customer Experience at Finch

Feb 27 2023 27 mins  
In this episode of The eCommerce Customer Experience Podcast, Lee Roquet, Vice President of Customer Experience at Finch, joins Chris Kellner of DigitalGenius to discuss the importance of customer experience programs, the role of digital transformation and community for CX, and how companies can be successful and profitable while prioritizing customer experience.

Harnessing AI to Accelerate Customer Experience in the Luxury Industry with Richard Mogendorff, Co-Founder and Chief Digital Officer of Like Digital & Partners

Feb 22 2023 23 mins  
In this episode of The eCommerce Customer Experience Podcast, Richard Mogendorff, Co-Founder and Chief Digital Officer of Like Digital & Partners, joins Chris Kellner of DigitalGenius to share the importance of customer experience in the luxury space. They explore best practices for data-driven decision-making, potential trends for 2023, and how AI can help brands move quickly.

Unlocking the Value of Empathy in Customer Experience with Dr. Natalie Petouhoff of Genesys

Feb 10 2023 26 mins  
In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys, joins Chris Kellner, Global VP of Sales & Partnerships at DigitalGenius!

Making Customer-Centricity a Strategic Priority in CX with Thibaut Martin, Head of Customer Experience at Otrium

Feb 01 2023 26 mins  
In this episode of The eCommerce Customer Experience Podcast, Thibaut Martin, Head of Customer Experience at Otrium, joins Chris Kellner of DigitalGenius!

How a Positive Customer Experience Translates Into Business Success with Michelle Spaul, a Customer Experience Consultant at Delta Swan

Jan 09 2023 24 mins  
In this episode of The eCommerce Customer Experience Podcast, Michelle Spaul, Customer Experience Consultant at Delta Swan, joins Chris Kellner of DigitalGenius to share how customer experience drives business growth.