CX After Hours · 2026-06-10 · 48 min
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 product, your brand, your operations, and your growth. Most companies just aren’t using it properly. In this episode of CX After Hours, hosts Guillaume Luccisano and Anya Kelly sit down with Cati to talk about how high-performing CX teams turn customer conversations into business impact. Cati shares what she learned from building and leading CX teams at brands like Birchbox, Daily Harvest, The Wing, Headway, and Glossier, including how to get CX out of the “cost centre” box, how to use AI to analyse years of customer feedback, and how to turn raw customer data into stories leadership will actually listen to.
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Intro: Welcome to CX After Hours