The eCommerce industry continues to trend upward, and, in a way, so are consumer demands and expectations. People want the brands they patronize to provide excellent experiences throughout touchpoints, even after the sale. So offering quality CX is a necessity, not optional.
Consumers care about more than the quality of your products. They also care deeply about the quality of experience received during interactions. That’s what truly differentiates DTC brands from competing offers. But reaching exceptional levels in CX is extremely challenging without streamlining processes.
Today CX is the most critical factor for brand growth overall. The success of online stores has little to do with their marketing tactics. Rather, their relentless focus on delivering exceptional CX makes all the difference. CX improves customers' enjoyment when interacting with your business and its products, which impacts all core areas.
Additionally, DTC brands that streamline CX successfully improve key metrics faster, such as loyalty, referral volume, AOV, CLV, etc. That’s why practically every top-performing executive in the DTC space views a focus on CX as vital to compete.
Commercial Partner Manager
Channel Partner Manager
Prior to joining Gorgias, she worked for two well known supply chain and logistics start-ups that provide ecommerce brands the physical services to scale and emerge into new markets. Lauren strives to utilize her knowledge and experience to collaborate and create meaningful, mutually beneficial relationships to help brands scale to their full potential.
Prior to joining Cindy & Kathy the founders of CertainlyCx he founded and ran his own boutique bpo catering to ecommerce clients, before that he helped run large in house contact centers at JPMorganChase, Progressive Insurance and Fiserv. Kevin has also spent many years in IT consulting for PriceWaterhouseCoopers and Ernst & Young. Kevin enjoys the challenges of delivering high quality customer service because it requires strong skill sets in a number of challenging areas including: people management, workforce planning, quality management, technology management, process management and financial management.
Prior to joining Aircall, I spent the majority of my career in Sales/BD roles at technology companies in the Senior LIving and Life Insurance spaces. I have been at Aircall for a year and half as a Channel Partner Manager.