Why Customer Experience Is Your Most Underrated Growth Lever Going Into BFCM

​Most ecommerce brands treat customer support as a cost center, but the ones pulling ahead are treating it as a competitive advantage and building accordingly.

​Join kim.cc for a live conversation with two CX leaders who have spent their careers making the case that how you treat customers is what actually drives growth. Jason Finkelstein brings perspective from the spa and ecommerce worlds on what it really means to deliver a human experience at scale. Jennifer Villalba makes the business case for CX having a real seat at the table: how to measure its impact on revenue, what a mature CX function looks like, and why the cost-center framing is costing brands more than they realize.

​We’ll cover:

​1) Why deflection rate is the wrong metric to optimize for
2) Where AI is genuinely helping
3) What “human in the loop” actually looks like in practice
4) How to set your CX team up for BFCM before it’s too late

​October 20th | 2:00pm ET | Free to attend

​Register above. Bring your questions.