CX After Hours · 2026-05-12 · 5 min
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 connection. The problem? Most CX content feels polished and theoretical - far removed from the reality of the job. So we created CX After Hours : honest, unscripted conversations about what it actually takes to make customer experience work at scale. Hosted by Guillaume Luccisano and Anya Kelly, this show dives into the real stories, trade-offs, and decisions behind modern CX. Expect conversations around: AI in CX Retention and loyalty Scaling support teams E-commerce and retail operations Tough calls, mistakes, and lessons learned No corporate jargon. No perfect playbooks. Just real conversations about real CX. If you work in customer experience, e-commerce, or retail, this podcast is for you.
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Eli Weiss on Why Your Best Customers Leave - And Why Better CX Starts Before They Complain