CX starts when a customer discovers your brand and doesn't end after the sale. It's the sum of all touchpoints you have with the customer, from awareness to purchase and beyond.
And each year, DTC eCommerce needs and challenges evolve. The only way to remain relevant, competitive, and keep growing, is to create better experiences continuously. That means knowing the latest CX trends and planning accordingly.
Ensuring your customers enjoy memorable and seamless experiences across all touchpoints, whether online or in person, is crucial. Most executives will agree this is key to keeping customers happy and building loyalty for repeat business.
Numerous studies also show CX is a prime factor in consumer purchase decisions. Therefore, bad experiences that don't meet today's consumer expectations are not an option. At least, not for DTC brands that want to keep thriving.
Lacking in the area of CX leads to substantial potential revenue losses worth avoiding.
Senior Platform Partnerships Manage
Plus Customer Success Strategist
Director of Customer Success
Rohan manages strategic partnerships for Platforms and Tech Partners at Gorgias.
Prior to joining Gorgias, he initiated the investor partnership program at Clearco, a revenue-based source of financing for D2C eCommerce brands. He also spent just over 3 years at the Toronto Stock Exchange, working closely with companies in the junior marketplace (TSXV) to help them better connect to more qualified and meaningful pools of capital. He is passionate about helping companies scale through various means, to ultimately help them reach success.
Gabe Macaluso currently serves as the Director of Customer Success at Omnisend. He has been active in the email marketing and the ecommerce space over the last 7 years where he has worked with a number of IR1000 retailers. Macaluso is a published contributor including one of the most top rated blog posts with Shopify Plus and has presented at a number of industry events on the importance and success of omnichannel marketing and commerce.
Shannon O’Boyle, a B2B growth marketer living in a DTC world, has dove head first into the Shopify ecosystem, formerly from Flow Commerce (GlobalE), and now leads Smartrr’s go to marketing efforts.
Callum Mckeefery is the founder and CEO of REVIEWS.io, a bootstrap SaaS company based in Leicester. Callum started the company in 2010 with his wife Nikki across their dinner table and has managed to build one of the most innovative review solutions on the market with over 8000 happy customers and offices internationally.
Steve is the Director of Pre-Sales at Linnworks. He is British but currently resides in Austin, TX with over 13 years of retail experience focused in forecasting and spanning across 3 continents. He has worked with global brands such as Walmart and H&M.