CX Decoded By CMSWire · 2026-05-12 · 39 min
Tyler Gardner has been in the contact center world since he was 18, taking calls for DiscoverCard off a paper dial sheet. Today, he runs customer experience for Cuyana, the premium women's clothing and handbag brand - and he's learned one thing that hasn't changed in 25 years: if the fundamentals aren't right, no technology will save you. Before Cuyana rolled out AI-assisted email and voice support, Gardner spent months mapping processes, updating knowledge-base articles and making sure every workflow was documented. His rule: if it's not written down, it doesn't exist. On this episode of CX Decoded, Gardner breaks down what it actually looks like to run a small-but-mighty CX team for a luxury brand, why phone calls aren't dying, how sentiment analysis is replacing the post-call survey as the real signal and what's next - chat AI, SMS, and a push into international commerce.
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