The CX Mixer
CX Mixer is the podcast for ecommerce pros who know that great customer experience doesn’t stop at checkout. Hosted by Larry Thoma — an operator who works directly with some of the most creative and fast-growing brands in the game — each episode pairs up two CX leaders to swap stories, strategies, and straight-up lessons from the trenches.
These aren’t cookie-cutter case studies. Expect real talk on what’s working, what’s not, and how smart brands are turning customer experience into a growth engine. Whether you’re running a lean team or scaling fast, CX Mixer brings you the unfiltered playbook from the people doing the work.
The CX Mixer
The Impact A Small CX Team Can Have On A Brand | Carpe and Caraway Home | Ep 2
Larry brings on Nancy, Director of Customer Experience at Caraway, and Daniel, Head of E-Commerce at Carpe, to discuss scaling CX with small teams. They dive into outsourcing call centers, leveraging help desk flows, and breaking up with customers. Unexpected insights include the power of QR codes in post-purchase experiences, the myth of reducing customer conversations, and why responding too quickly can backfire. The guests share their experiences with fraud prevention and managing split shipments, offering a candid look at the challenges of modern CX.
Follow Nancy and Daniel on LinkedIn to stay updated on their CX strategies and insights in the e-commerce world.
Timestamps
00:00 Intro: Scaling CX with small teams
05:36 Doing more with less in customer experience
18:23 Handling unexpected increases in ticket volume
31:38 Breaking up with problematic customers
38:29 Debunking myths about customer experience
45:06 CX is a company-wide responsibility
51:20 Reading customer tickets to improve strategy
Socials
Larry: https://www.linkedin.com/in/larrythoma/
Nancy:https://www.linkedin.com/in/nancy-gurd-17b67a209/
Daniel:https://www.linkedin.com/in/daniel-nunn-846b15161/