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Everyone is talking about Netflix — and for good reason. Just a year ago, Netflix began to really crack down on password-sharing. And while users were infuriated and threatened to cancel their subscriptions, the opposite ensued. This quarter, Netflix ended up adding 9.33 million new subscribers to their customer base — 5x their results from last year. And while there are lots of reasons it played out this way, one underlying reason this decision didn’t negatively affect their CX journey too badly was because this decision actually aligns very well with their overall value proposition.

This week, we had the pleasure of speaking with Courtney LeBlanc, Senior Customer Support Manager at Willful, a Canadian online platform that enables users to create powers of attorney and last will and testament documents without the need for a lawyer. Our conversation delved into how Willful leverages a small but mighty support team to deliver empathetic, efficient service to customers navigating a complex and often emotionally charged process. Here are the key insights from our discussion:

It’s majorly impressive how smoothly UNIQLO has adapted to the overseas market — global expansion is a task most brands tend to struggle with. And while their products are great, their product line isn’t necessarily the main reason for their success. The truth is — UNIQLO does a fantastic job of utilizing data to fuel its customer experience strategy — so much so that it’s allowed them to connect their physical and digital touch points in a seamless way. BUT there’s always room to improve, and here’s how.

If you’re an avid Pinterest user, you might have noticed that over the years, their algorithm for personalizing users’ feeds has become more and more precise, making it all the more addicting. You probably wouldn’t have guessed that you have THE YES, an AI-powered shopping app, to thank for these improvements. In 2022, Pinterest acquired THE YES, but before this acquisition, THE YES was on its way to revolutionizing the average shopper’s customer journey and experience. But turns out — making a perfectly personalized shopping experience for every single user was no easy feat. So let’s break down one particular challenge they faced getting their platform off the ground.

When competing in the same industry as Shein and Temu, a brand like H&M must do one of two things to survive: 1) match these competitors’ prices (which is near impossible) or 2) justify higher prices. And in order to justify higher prices, H&M has had to do a lot more than simply improve the quality of their clothing. For them, it’s all about customer experience. And while H&M’s customer experience initiatives have been receiving tons of hype from investors and shareholders, there’s a bit of disconnect between the opinions of customers and investors.

Have you ever waited for a dashboard to load for so long that you forgot what you were even looking for? I think we all have. It can be incredibly frustrating (especially if your organization is using Redshift…).

Outdoor Voices, a loved outdoor apparel company, recently made the decision to close ALL physical retail stores, all while barreling toward bankruptcy. Unfortunately, their reckless spending decisions caught up to them this year, and a once very successful apparel brand suddenly ran fresh out of cash. So let’s look at how their marketing efforts contributed to this unfortunate turn of events and what they can try to do to make a comeback.

As a CX leader, what do you do when you're tasked with building out customer support for a company that hasn't even launched yet? We sat down with Emily Stubbs, who is currently doing exactly that as she stands up the CX function at Aerflo, a new sparkling water hardware startup. Emily shares her playbook for learning a new product inside and out, building a knowledge base from scratch, and using data to proactively surface customer pain points.

Predicting the next time that a consumer is expected to buy a product allows you to make well timed offers that boost conversion. Here's how to do it.

Just this year, HelloFresh was fined £140,000 for sending over 79 million emails and 1 million SMS messages that violated privacy regulations. More specifically, HelloFresh had not been given direct consent from a huge chunk of their customers to constantly send marketing content to their inboxes but continued to do so anyway. And the truth is — not only were these aggressive marketing tactics unauthorized, but they weren’t exactly effective toward reducing churn either. In fact, HelloFresh has historically had huge issues with customer retention — seemingly more so than Blue Apron. So just like we did for Blue Apron, let’s break down why.

Snowflake have launched an LLM function feature, they call it Cortex. The idea is it lets you create a new column with a plain old SQL expression, which makes it super flexible. It's in public preview, so anyone can try it out.