Yuma AI

CX After Hours

Business EN ↓ 6 episodes

Retail and ecommerce don’t slow down. Orders stack up. Tickets spike. Dashboards glow red. And somewhere between the queue and the quarterly review, the relationship with the shopper can start to feel…transactional. CX After Hours is a space for CX leaders and operators to step out of the noise. When the day winds down and the metrics stop updating, this is where we exhale. Where we take stock. Where we talk honestly about what it takes to scale customer experience without breaking it - from first impressions (pre-sale) to keeping promises (post-sale), from automation to customer empathy, from...

Author

Yuma AI

Episodes

Empathy Has Limits: The Reality of Frontline CX, with Caroline ON Wilson 08.07.2026 49:20

Great CX is not always about giving the customer more. A refund, replacement or exception can completely change a customer's relationship with a brand. But when generosity becomes the default, CX teams risk making expensive decisions without enough context — while agents are left trying to work out the right answer ticket by ticket. In this episode, Anya Kelly and Guillaume Luccisano are joine...

Getting the AI Foundations Right in E-commerce CX (to Avoid Scaling Problems), with Leeor Cohen 24.06.2026 47:02

AI will not fix your CX. But it will expose whether your foundations are strong enough to scale. In this episode of CX After Hours, Anya and Guillaume are joined by Leeor Cohen, founder and CEO of CreateCX and Scale Your Team, for a practical conversation about what ecommerce brands need to get right before they try to automate customer experience. Leeor has worked across frontline CX, e-commerce...

CX Is a Goldmine of Data (& AI Can Finally Help You Use It), with Cati Brunell-Brutman 10.06.2026 48:18

AI is everywhere in customer experience right now - automating support, replacing repetitive work, cutting costs and speeding up replies. But according to Cati Brunell-Brutman, formerly CX Lead at Glossier, the real opportunity is bigger than automation. It’s data. Every support ticket, product review, social DM, NPS comment, complaint, and customer conversation is telling you something about your...

Why Your CX Will Always Be Broken (& How to Hire and Scale Anyway), with Michael Bair 27.05.2026 51:03

Most brands want customer experience to become a clean, efficient, fully solved function. Hire the team. Set the policies. Add the help desk. Bring in AI. Reduce the backlog. Keep customers happy. But as Michael Bair explains in this episode of CX After Hours, CX is never really “fixed.” The business keeps changing. New products create new questions. Policies create new friction. Channels multiply...

Eli Weiss on Why Your Best Customers Leave - And Why Better CX Starts Before They Complain 13.05.2026 43:26

Most e-commerce brands think they have a retention problem. But according to Eli Weiss, they often have something deeper: a customer experience problem. In the first episode of CX After Hours, Eli joins hosts Guillaume Luccisano and Anya Kelly to unpack where retention really breaks — long before a customer churns, leaves a bad review, or opens a support ticket. They discuss why your best customer...

Intro: Welcome to CX After Hours 12.05.2026 5:19

CX After Hours is the podcast for customer experience leaders and operators in retail and e-commerce navigating the space between customer expectations and business goals. Because in CX, you sit in the middle. You want to do right by the customer - while also driving retention, revenue, and growth. Every day is a balance between empathy and efficiency, speed and quality, automation and human conne...