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
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.
Guest
Eli Weiss
VP of Advocacy, Yotpo
Guest
Cati Brunell-Brutman
Former Head of CX, Glossier
Never miss an episode
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.
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.
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.
Coming SoonGuest
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 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.
Coming SoonGuest
Cati Brunell-Brutman
AI in CX gets a lot of hype, but most companies are focused on the wrong opportunity. In Part 1 of this 2-part series, Anya and Guillaume sit down with Cati Brunell-Brutman, former Head of CX at Glossier, to explore the goldmine hiding inside customer conversations. They break down how to turn raw support data into insights leadership actually acts on, and where AI fits without losing the human layer that makes great CX work.
Coming SoonCX After Hours drops new episodes every two weeks. Subscribe to get them in your inbox.