Above The Fold

Join Jess Cervellon and Cate Marques, Chief Experience Officer (CXO) at Terra Kaffe, as they share the key aspects of customer experience in today's rapidly evolving market on this episode of The Juice. Listen to Cate’s insights on the growth and development of Terra Kaffe, the importance of mapping the customer journey from acquisition to retention, the challenges and rewards of working in an ear...

Join Jess Cervellon and Jimmy DeCicco, Chief Brand Officer of Super Coffee, as they explore the intricacies of brand management and marketing in the competitive field of consumer-packaged goods (CPG).  In this revelatory episode, Jimmy shares his journey from establishing a healthier alternative to mainstream beverages to navigating the dynamic demands of retail and direct-to-consumer sales p...

Hang out with Jess and special guests Dallin and Bella Lambert -  a creator couple with 2.7M followers on TikTok and 3.07M on YouTube.  In this episode, Dallin and Bella share tales from their personal life, including their heartwarming adoption story and the strategic moves behind their beloved YouTube channel, “Della Vlogs”. From understanding the “algorithm” to the importance of authe...

Jess is joined by friend and mentor Michelle McCombs, Vice President of Trust and Experience at HopSkipDrive.  With her +15 year career in CX, Michelle has no shortage of insights. She got her start in CX working at Disney as a Customer Care Coordinator in 2007. From there, she jumped around working CX roles at various companies until 2017 when she landed at HopSkipDrive, a safe youth transpo...

Jess sits down with Madison Must, former Director of CX at Terra Kaffe and current Sr. Member Experience Manager at dog care brand Sundays.  Madison takes us through her career journey from wedding photographer to entering the world of CX as an early hire at Terra Kaffe. From there, Madison climbed the ranks and learned the ins and outs of CX. Madison reflects on her time at Terra Kaffe and d...

Have you ever wondered how brands get products to celebs like Justin Bieber, and then get Justin to post about it? If the answer is yes then tune into this episode with Sarah Grosz, an influencer marketer at Allbirds.  Sarah started her career in social media and knows the ins and outs of influencer marketing by heart. She’s helped brands of all sizes perfect their influencer strategy. In thi...

Unlock the secrets of customer retention and CX mastery with our latest episode featuring expert Eli Weiss, VP Retention Advocacy at Yotpo. Join us as Eli shares his inspiring journey from facing countless rejections to becoming a trailblazer in customer experience.  In this juicy episode, we're squeezing out insights on leveraging AI for sentiment analysis in the early stages of a brand's li...

We’re getting into The Juice with David Baker , the chief digital officer for skin and bodycare brand Beekman 1802 . In this episode, we discuss David’s background in beauty, the current state of beauty trends, and how Beekman 1802 has evolved over time. From the science behind Beekman's revolutionary goat milk-based products to their strategic omnichannel presence, David gives us the inside scoop...

Welcome back everyone to "The Juice with Jess Cervellon," where we squeeze the latest insights out of the customer journey and experience. In this episode we're diving into the heart of customer success with none other than Corey Walker , the Sr. Strategic, Enterprise Customer Success Manager at Enboarder .  Enboarder is a platform that helps companies nurture cultures of connection and belon...

The Juice is visiting the doc! Today we’re chatting with  Scott Wicken , the voice behind  Dr. Squatch , a natural body care brand sold in major retailers including Walmart, Target, and Ace Hardware. As Lead Copywriter for Dr. Squatch, Scott’s responsible for all the copy consumers see, so we didn’t hold back when it came to getting into the Juice of how to create compelling copy. Scott...

The Juice is sizzling this week because we got  Michael Ludwig  on the pod. Michael is the Head of Customer Experience at  Hexclad , a chef-grade cookware brand for your home. In fact, it's Gordon Ramsay favorite cookware brand. Yes, he's the famous hot-headed chef from the Food Network's Hell's Kitchen, so it's no surprise his favorite cookware brand would have incredible customer...

This episode of The Juice with Jess is JUICY! We're joined by Cati Brunell-Brutman, CX Manager at Glossier, to discuss inspiring teams, being a leader, showing up as your authentic self, and getting comfortable with data! Cati also pulls back the curtain on how Glossier runs CX! We discuss the complexity of their omnichannel network and how the CX team stays in the loop, working with Sephora, and...

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! GET 10% OFF CARAWAY WITH DISCOUNT CODE JUICEOFF10 1:11 -...