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An Insider's Look into Glossier's CX
Manage episode 405133852 series 3554623
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This episode of The Juice with Jess is JUICY! We're joined by Cati Brunell-Brutman, CX Manager at Glossier, to discuss inspiring teams, being a leader, showing up as your authentic self, and getting comfortable with data! Cati also pulls back the curtain on how Glossier runs CX! We discuss the complexity of their omnichannel network and how the CX team stays in the loop, working with Sephora, and a lot more!
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5:00 - 7:00 Being a CX Leader
8:53 - 10:43 Dealing with Negative Feedback
13:49 - 16:26 Cati and Jess's take on AI
17:00 - 21:22 Getting comfortable with data
21:48 - 23:00 Glossier's CX Team
23:00 - 24:23 Personalization and agent safety
24:50 - 27:33 Glossier's Omnichannel Brand Experience
31:33 - 33:00 CS x Community Management
35:00 - 39:00 Glossier's personalization and retention
24 episodes
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