Customer XO

Return fraud has evolved and most of it is hiding in places your tools aren't looking. Today's most damaging fraud isn't stolen credit cards. It's customers switching return labels, gaming leaked promo codes, and exploiting the data silos between your warehouse, your support team, and your e-com platform. In this episode, we break down what frontline CX teams are actually seeing an...

Fraud-proof your e-commerce brand before the next scammer strikes. In this episode, hosts Jordan and Alex Shamir sit down with Caraway Home's CX leaders Nancy and Ashley Harris to expose the wildest real-world fraud stories from the frontlines of customer experience, and the sharp tactics that stopped them cold. If you run an e-commerce brand, this conversation is the insider playbook you didn...

Customer fraud stories are more common (and more shocking) than you think. In this episode, we break down real customer fraud stories and reveal how brands actually handle them behind the scenes. If you want to understand customer fraud stories, protect your business, and still deliver a great customer experience, this episode gives you a clear playbook. Hosts Alex Shamir and Jordan Shamir sit dow...

Sneaker bots and reseller fraud are reshaping how online product drops work. In this episode, Jordan Shamir and Alex Shamir break down the real chaos behind hype releases with guest P.J. Worsfold. If you have ever wondered why limited sneaker drops sell out instantly, why bots dominate high-demand releases, and why brands struggle to stop resellers, this conversation explains what is really happen...

Customer fraud is evolving fast, and today’s most costly customer fraud often hides inside everyday support interactions. In this episode, Jordan and Alex Shamir sit down with Ahna Tillmanns from Monday Swimwear to unpack real customer fraud stories that reveal how brands are being exploited after the purchase. From “item not received” claims to repeat refund abuse and chargeback manipulation, thi...

Customer fraud is evolving fast, and today’s most costly customer fraud often hides inside everyday support interactions. In this episode, Jordan and Alex Shamir sit down with Taylor Johnson, Director of CX at Nathan James, to unpack real customer fraud stories that reveal how brands are being exploited after the purchase. From triangulation fraud to fake Amazon invoices and return policy abuse, t...

Ecommerce has made buying easier than ever, but it has also made customer expectations relentless. Teams are expected to protect revenue, prevent fraud, reduce refunds, manage returns, and still deliver a seamless experience that keeps customers coming back. Customer XO confronts that pressure head-on. Hosted by Jordan Shamir and Alex Shamir, each episode explores how customer experience and fraud...