The eCommerce Customer Experience Podcast

DigitalGenius

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. read less
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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
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
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 unicorn business model.

Episodes

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
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
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 unicorn business model.
From Good to Great: Key Strategies to Transform Your Customer Experience with Nicole Jackson, Customer Support Manager at HERA Clothing
May 26 2023
From Good to Great: Key Strategies to Transform Your Customer Experience with Nicole Jackson, Customer Support Manager at HERA Clothing
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
How Top Customer Experience Leaders Grow Customer-Centric Brands with Danielle Anderson, Executive Leader in Customer Experience and Digital
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 in retail and e-commerce.
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
Built to Win: Maximising CX with AI, Employee Experience, and Customer-Centric Culture with Annette Franz, Founder and CEO of CX Journey
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
Customer Success in the Digital Age: Leveraging Technology and Communities with Kristi Faltorusso, Chief Customer Officer of ClientSuccess
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
Customer Experience is a Business Purpose and Culture to Celebrate with Lee Roquet, Vice President of Customer Experience at Finch
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
Harnessing AI to Accelerate Customer Experience in the Luxury Industry with Richard Mogendorff, Co-Founder and Chief Digital Officer of Like Digital & Partners
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
Unlocking the Value of Empathy in Customer Experience with Dr. Natalie Petouhoff of Genesys
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 1 2023
Making Customer-Centricity a Strategic Priority in CX with Thibaut Martin, Head of Customer Experience at Otrium
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 9 2023
How a Positive Customer Experience Translates Into Business Success with Michelle Spaul, a Customer Experience Consultant at Delta Swan
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.
The Impact of Customer Experience on Brand Relationships with Paul Davis, Chief Commercial Officer at ShoeAI
Dec 21 2022
The Impact of Customer Experience on Brand Relationships with Paul Davis, Chief Commercial Officer at ShoeAI
In this episode of The eCommerce Customer Experience Podcast, Paul Davis, Chief Commercial Officer at ShoeAI joins Chris Kellner of DigitalGenius on how to stand out and improve at the eCommerce customer experience game.
The Golden Strategy of Making Your Customers Happy with Gustavo Imhof, Head of Customer Experience Strategy and Insights at Avado
Dec 6 2022
The Golden Strategy of Making Your Customers Happy with Gustavo Imhof, Head of Customer Experience Strategy and Insights at Avado
In this episode of The eCommerce Customer Experience Podcast, Gustavo Imhof, Head of Customer Experience Strategy and Insights at Avado, joins Chris Kellner of DigitalGenius to share his perspective on how to make customer experience a strategic priority by understanding customers' needs.
Top Practices to Level Up Your eCommerce Customer Experience with Thomas Staudte, Head of Customer Engagement at air up
Nov 22 2022
Top Practices to Level Up Your eCommerce Customer Experience with Thomas Staudte, Head of Customer Engagement at air up
In this episode of The eCommerce Customer Experience Podcast, Thomas Staudte, Head of Customer Engagement at air up, joins Chris Kellner of DigitalGenius to discuss best practices to set up your customer experience team, develop a customer-centric product, and leverage automation.
How Great Customer Experience Drives Your eCommerce Success with Shamas (Sham) Aziz, Head of Customer Service at Selfridges
Nov 11 2022
How Great Customer Experience Drives Your eCommerce Success with Shamas (Sham) Aziz, Head of Customer Service at Selfridges
In this episode of The eCommerce Customer Experience Podcast, Shamas Aziz, Head of Customer Service at Selfridges, joins Chris Kellner of DigitalGenius to discuss what makes top contact centre leaders stand out, how they impact the mission, vision, and strategy of their organisation, and drive business success.
What Makes a Successful Customer Experience Leader with James McGhee, Head of Customer Experience of FOOTASYLUM
Nov 1 2022
What Makes a Successful Customer Experience Leader with James McGhee, Head of Customer Experience of FOOTASYLUM
In this episode of The eCommerce Customer Experience Podcast, James McGhee, Head of Customer Experience at FOOTASYLUM, joins Chris Kellner of DigitalGenius to discuss what makes the best customer experience leaders thrive.
Customer Experience: Designing User-Centricity Framework for 2023 with Ian Golding, CEO and Founder of Customer Experience Consultancy
Oct 18 2022
Customer Experience: Designing User-Centricity Framework for 2023 with Ian Golding, CEO and Founder of Customer Experience Consultancy
In this episode of The eCommerce Customer Experience Podcast, Ian Golding, CEO, and Founder of Customer Experience Consultancy shares his golden lessons on what organizations and customer experience professionals should learn to deliver a best-in-class Customer Experience (CX).
Winning at the eCommerce Game with Steven Cleere, Chief Pot Stirrer at NexxtLevel Brands and Vice President of Marketing at Sunrise Fresh
Oct 11 2022
Winning at the eCommerce Game with Steven Cleere, Chief Pot Stirrer at NexxtLevel Brands and Vice President of Marketing at Sunrise Fresh
In the first episode of The eCommerce Customer Experience Podcast, Steven Cleere, Chief Pot Stirrer at NexxtLevel Brands and Vice President of Marketing at Sunrise Fresh, shares actionable insights to help CPG (Consumer Packaged Goods) entrepreneurs grow their brands.