Welcome to the first episode of The Juice with Jess Cervellon! In this episode, we sit down with Nancy Gurd, the Associate Director of CX at Caraway, and talk about everything from dealing with negative viral videos, implementing AI into your customer support, personalizing customer support, and Nancy's best (and worst) customer experiences!GET 10% OFF CARAWAY WITH DISCOUNT CODE JUICEOFF101:11 - 2:00 Nancy’s CX background from Aurate to Caraway2:58 - 6:54 Humanizing CX and Crisis Management7:50 - 11:19 CX Feedback loop and Education11:33 - 14:27 Tech stack and opinion on tools14:51 - 19:00 Leveraging AI and chatbots19:17 - 24:00 Outsourcing CX and BPO24:01 - 28:14 Selling omnichannel and QVC28:33 - 32:33 Retail and navigating customer data32:48 - 39:34 Nancy’s best and worst customer experienceDon't forget to like, share, and subscribe for more insightful episodes like this. Drop your thoughts and questions in the comments below!

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