Customer Experience has never been more important - or more misunderstood.
For retail and e-commerce brands, CX is no longer just about answering tickets quickly or keeping customers happy when something goes wrong. It sits right at the centre of how brands build trust, protect retention, reduce friction, and create the kinds of experiences that keep customers coming back.
But too much CX content still feels too polished, too high-level, or too far removed from the day-to-day reality of the role.
That's why we created the CX After Hours podcast.
A candid podcast for e-commerce CX leaders
Hosted by Guillaume Luccisano, CEO of Yuma AI, and Anya Kelly, Founder of Ciao CX, the show is a candid podcast for CX leaders and operators in retail and e-commerce who are in the trenches scaling customer experience in the real world.
Think of it as the conversation you have after the queue quiets down, Slack stops buzzing, and the day is finally behind you. The things people say when they're no longer speaking in conference-panel mode.
Each episode steps back from the day-to-day chaos of CX to explore the decisions that shape not just how customers experience your brand, but whether they come back, spend more, and stay loyal.
What we'll talk about
We'll get into the real work behind great customer experience: contact rates, response times, automation, empathy, retention, team structure, operational handoffs, customer trust, and the constant balancing act between doing right by the customer and driving growth for the business.
Because modern CX leaders are not just managing support queues. They're sitting between the customer and the company, translating what customers need into decisions the business can act on.
Start with the trailer
In this short trailer episode, Guillaume and Anya introduce what CX After Hours is all about, why the show exists, and what listeners can expect from the conversations ahead.
The first season features honest, practical conversations with some of the sharpest voices in e-commerce CX, including leaders who have scaled teams, handled pressure, challenged old assumptions, and helped brands turn customer experience into a real growth lever.
Listen to the trailer here:
Apple Podcasts
Spotify
YouTube
