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
Everywhere All at Once: Mastering CX Across Channels | Wyze & Olly | Ep 4
Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, discuss the challenges of managing customer experience across multiple sales channels. They explore the complexities of warranty claims, inventory management, and customer data integration.
The conversation delves into the effectiveness of direct mail marketing, the potential of TikTok Shop, and the importance of tailoring experiences for different channels. Both guests share insights on leveraging technology like Snowflake for data management and the challenges of creating consistent customer experiences in an omni-channel environment. The episode offers valuable perspectives on navigating the evolving landscape of e-commerce and retail.
00:00 Intro: Mastering CX across channels
05:45 CX breakdowns in multi-channel selling
11:21 Uniting customer experience across channels
30:22 Tools and platforms for omnichannel CX
42:50 Customer journey disconnects and solutions
53:35 Hot takes on TikTok Shop's future
Socials
Larry: https://www.linkedin.com/in/larrythoma/
Logan:https://www.linkedin.com/in/logandunn/
Jennifer:https://www.linkedin.com/in/jennifer-peters-3bbb6220/