A podcast by Yuma AI
The podcast for CX leaders in ecommerce and retail. Real stories, real decisions, and the lessons that only come from building and scaling customer experience from the inside.
Hosted by Guillaume Luccisano & Anya Kelly
Guest
Naomi Oriol
Director of Customer Experience, Freebird
CSAT tells you something went wrong, not where. Naomi Oriol, Director of Customer Experience at Freebird, joins Anya and Guillaume on using AI to read raw support conversations, how her team found 1,000+ orders missing an item, and why CX can't fix what broke upstream.
Guest
Aleni Mackarey
VP of Client Success, Base Beauty Creative Agency
Guest
Caroline ON Wilson
Director of CX, Carpe
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CX After Hours drops new episodes every two weeks. Subscribe to get them in your inbox.
CX After Hours is a podcast for heads of customer experience, support managers, and ecommerce founders who actually have to run the function. Every episode is an unfiltered conversation with an operator who has scaled a CX team: the real decisions behind AI automation, helpdesk migrations, team structure, retention, and the trade-offs that do not show up in a case study.
We cover the topics CX leaders spend their weeks on: automating customer support without wrecking CSAT, reducing ticket volume with AI agents across email, chat, Instagram, and SMS, choosing between Gorgias, Zendesk, Kustomer, and Salesforce Service Cloud, structuring a team that can scale from 10k to 100k tickets a month, turning support data into insight the rest of the company uses, and why the best customers churn before they complain.
CX After Hours is a video podcast, recorded in a New York City studio and produced to broadcast quality. Full video lives on YouTube; audio ships to Spotify and Apple Podcasts the same day.
If you lead a customer experience function at a DTC or retail brand, this show is built for you. New episodes drop every two weeks. Subscribe below to get each one in your inbox.
Guest
Naomi Oriol
CSAT tells you something went wrong, not where. Naomi Oriol, Director of Customer Experience at Freebird, joins Anya and Guillaume on using AI to read raw support conversations, how her team found 1,000+ orders missing an item, and why CX can't fix what broke upstream.
Listen NowGuest
Aleni Mackarey
When a campaign overpromises, CX inherits the gap. Aleni Mackarey, VP of Client Success at Base Beauty Creative Agency, joins Anya and Guillaume on why marketing and CX are one experience, how support tickets double as marketing intelligence, and where AI helps teams see the pattern.
Listen NowGuest
Caroline ON Wilson
Great CX isn't about giving customers more. Caroline ON Wilson, Director of CX at Carpe, joins Anya and Guillaume on where generosity actually changes the outcome, why 'clarity is kindness' for frontline agents, and how AI can create distance in emotionally charged tickets.
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Guest
Leeor Cohen
AI won't fix your CX. It amplifies what's already there. Leeor Cohen, Founder and CEO of Create CX, joins Anya and Guillaume on building foundations strong enough to scale AI, with a practical crawl, walk, run approach.
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Guest
Cati Brunell-Brutman
AI is everywhere in CX, but the real opportunity is the data. Cati Brunell-Brutman, former Head of Customer Experience at Glossier, joins Anya and Guillaume on how CX teams turn support tickets, reviews, and NPS comments into insight the whole business acts on - and where AI finally helps at scale.
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Guest
Michael Bair
CX is never fully fixed. Michael Bair, Founder of Bair Consulting, joins Anya and Guillaume to break down why brands keep hitting the same walls when building and scaling support teams, what hiring mistakes cost CX leaders the most, and how to build a function that can absorb growth without breaking.
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Guest
Eli Weiss
Most brands think they have a retention problem. What they actually have is a customer experience problem. Anya and Guillaume sit down with Eli Weiss, VP of Retention Advocacy at Yotpo, to break down why your best customers rarely complain before they stop buying. Eli shares what brands get wrong about retention, where the real churn moments happen, and what it takes to build CX that drives lasting loyalty.
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The opening episode of CX After Hours: an introduction to the show, the hosts, and the idea behind it. Anya Kelly and Guillaume Luccisano share why CX is one of the most misunderstood functions in ecommerce, and what makes this podcast different. Expect honest, unscripted conversations about the real trade-offs, mistakes, and decisions behind great customer experience in ecommerce and retail.
Listen NowCX After Hours drops new episodes every two weeks. Subscribe to get them in your inbox.
