Retail and ecommerce don’t slow down. Orders stack up. Tickets spike. Dashboards glow red. And somewhere between the queue and the quarterly review, the relationship with the shopper can start to feel…transactional.
CX After Hours is a space for CX leaders and operators to step out of the noise.
When the day winds down and the metrics stop updating, this is where we exhale. Where we take stock. Where we talk honestly about what it takes to scale customer experience without breaking it - from first impressions (pre-sale) to keeping promises (post-sale), from automation to customer empathy, from firefighting escalations to building systems that actually hold.
Hosts Guillaume and Anya are joined by the best in the business to go beyond the highlight reel and into the real work: contact rates, response times, team trade-offs, workflows, handoffs, tough calls. The unglamorous decisions that shape whether customers feel valued by your brand - or forgotten.
Because being a CX leader is a pressure job. You’re protecting trust while chasing growth. You’re defending the customer while answering to the board. After hours is where we unpack how leaders actually carry that weight - and reconnect with why they got into this work in the first place: to build experiences that put the customer first, even at scale.
CX After Hours is powered by Yuma AI. Find out more at https://yuma.ai/