CX After Hours · 2026-05-27 · 51 min
Most brands want customer experience to become a clean, efficient, fully solved function. Hire the team. Set the policies. Add the help desk. Bring in AI. Reduce the backlog. Keep customers happy. But as Michael Bair explains in this episode of CX After Hours, CX is never really “fixed.” The business keeps changing. New products create new questions. Policies create new friction. Channels multiply. Teams grow. Tools break. Expectations rise. And just when you think the system is under control, something else shifts. Michael Bair is the Founder of Bair Consulting and former SVP of Customer Experience at FIGS. He has spent 20 years working across customer experience, sales, retention, e-commerce, SaaS, and consulting, and has hired more than 1,000 people throughout his career. In this conversation, Michael joins Guillaume Luccisano and Anya Kelly to talk about what it really takes to hire and scale CX teams in the real world. They discuss why great CX starts with people who genuinely like customers, Michael’s “PhD” hiring framework - passionate, hungry, and driven - and why interview skills are often a poor predictor of performance.
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Intro: Welcome to CX After Hours