The SECRETS Behind Jaxxon's World-Class Customer Experience...

In this episode of Chew on This, Ankit Patel interviews Kayla Castillo, Head of Customer Experience at Jaxxon, a men's jewelry line. Kayla discusses her background in fashion history and her journey to Jaxxon, emphasizing the brand's customer-first approach. She highlights the importance of balancing AI with authentic customer support, building a customer experience culture that scales without losing authenticity, and using the CX team to drive customer retention. Kayla also shares insights on bridging the gap between CX and Operations teams, the impact of technology on customer experience, and strategies for building customer loyalty through community building and personalized experiences.