The CX Survival Guide: How Emily Elvey Turns Chaos into Loyalty | #571

After years leading CX and customer service teams at M.J. Bale, Meshki and ZeroCo, Emily Elvey’s built a reputation as one of Australia’s sharpest voices in ecommerce experience design. In today’s chat, she’s joining Bushy to unpack what’s really driving customer satisfaction, retention and sanity during peak season.Today, we’re discussing…The three fixes to make before Black Friday - and why your policy pages are killing conversionsHow to use CSAT data the right wayWhy taking your customer service team out for lunch might save your peak seasonPlanning for worst-case scenarios: how to roster, resource and survive inbox overloadThe psychology of returns and the tension moments that make or break loyaltyTurning customer service into a sales engine, and training teams to upsell with empathyHow to build AI agents that actually sound like your brandThe link between employee satisfaction and customer retentionHow to glue all your customer data together for one source of truthConnect with EmilyExplore Emily Elvey ConsultingSubscribe to the Add To Cart newsletter  SMS us to Suggest a Guest Connect with Nathan Bush Join the Add To Cart Community