After years leading CX and customer service teams at M.J. Bale, Meshki and ZeroCo, Emily Elvey’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

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