Intro: Welcome to CX After Hours

CX After Hours is the podcast for customer experience leaders and operators in retail and e-commerce navigating the space between customer expectations and business goals.Because in CX, you sit in the middle.You want to do right by the customer - while also driving retention, revenue, and growth. Every day is a balance between empathy and efficiency, speed and quality, automation and human connection.The problem? Most CX content feels polished and theoretical — far removed from the reality of the job.So we created CX After Hours: honest, unscripted conversations about what it actually takes to make customer experience work at scale.Hosted by Guillaume Luccisano and Anya Kelly, this show dives into the real stories, trade-offs, and decisions behind modern CX.Expect conversations around:AI in CXRetention and loyaltyScaling support teamsE-commerce and retail operationsTough calls, mistakes, and lessons learnedNo corporate jargon. No perfect playbooks. Just real conversations about real CX.If you work in customer experience, e-commerce, or retail, this podcast is for you.Subscribe to CX After Hours on your favorite podcast app.Get all the episodes in video format, with additional written content, on our site: https://yuma.ai/cx-after-hours