Emily Elvey knows what makes a customer tick – and what makes them rage. As the founder of Emily Elvey Consulting, she helps leading retailers build customer experiences that actually work, not just look good in a deck.
After years leading CX and customer service teams at M.J. Bale, Meshki and ZeroCo, Emily’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 conversions
How to use CSAT data the right way
Why taking your customer service team out for lunch might save your peak season
Planning for worst-case scenarios: how to roster, resource and survive inbox overload
The psychology of returns and the tension moments that make or break loyalty
Turning customer service into a sales engine, and training teams to upsell with empathy
How to build AI agents that actually sound like your brand
The link between employee satisfaction and customer retention
How to glue all your customer data together for one source of truth
Chapters
6:02 Preparing Customer Service for Peak Season11:43 Planning for Worst Case Scenarios in Customer Service14:29 Identifying and Prioritising VIP Customers17:13 Mixing Customer Service Channels for Better Experience22:33 The Evolution of CX Roles25:20 CX Vs Customer Service Vs UX30:49 Centralising Customer Data Management34:26 Building Effective AI Agents37:55 Leveraging Customer Data for Personalisation40:10 What AI Can And Can’t Do Yet45:12 Understanding Global Customer Service47:30 The Shift in Returns and Refund Policies
Before you leave…
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