Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, discuss the challenges of managing customer experience across multiple sales channels. They explore the complexities of warranty claims, inventory management, and customer data integration.The conversation delves into the effectiveness of direct mail marketing, the potential of TikTok Shop, and the importance of tailoring experiences for different channels. Both guests share insights on leveraging technology like Snowflake for data management and the challenges of creating consistent customer experiences in an omni-channel environment. The episode offers valuable perspectives on navigating the evolving landscape of e-commerce and retail.00:00 Intro: Mastering CX across channels05:45 CX breakdowns in multi-channel selling11:21 Uniting customer experience across channels30:22 Tools and platforms for omnichannel CX42:50 Customer journey disconnects and solutions53:35 Hot takes on TikTok Shop's futureSocialsLarry: https://www.linkedin.com/in/larrythoma/Logan:https://www.linkedin.com/in/logandunn/Jennifer:https://www.linkedin.com/in/jennifer-peters-3bbb6220/

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