This episode of The Juice with Jess is JUICY! We're joined by Cati Brunell-Brutman, CX Manager at Glossier, to discuss inspiring teams, being a leader, showing up as your authentic self, and getting comfortable with data! Cati also pulls back the curtain on how Glossier runs CX! We discuss the complexity of their omnichannel network and how the CX team stays in the loop, working with Sephora, and a lot more!If you'd like to be notified as soon as a new episode drops, you can subscribe to our mailing list at https://juice.kustomer.com/. Don't forget to rate, review, and subscribe!5:00 - 7:00 Being a CX Leader8:53 - 10:43 Dealing with Negative Feedback13:49 - 16:26 Cati and Jess's take on AI17:00 - 21:22 Getting comfortable with data21:48 - 23:00 Glossier's CX Team23:00 - 24:23 Personalization and agent safety24:50 - 27:33 Glossier's Omnichannel Brand Experience31:33 - 33:00 CS x Community Management35:00 - 39:00 Glossier's personalization and retention

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