Behind the Inbox

In this episode, CX leaders from Dr. Bronner's and TUSHY, two of the most values-driven brands in ecommerce, compare notes on how they run support for customers who buy on mission as much as on product.

Emily McEnany, Director of Customer Experience at Dr. Bronner's, and Ren Fuller-Wasserman, VP of Customer Experience at TUSHY, walk through everything from investing in voice of the customer to their most shocking tickets.

In this episode, leaders from Glamnetic discuss how they built an AI agent, named Gina, that now handles the majority of customer conversations across chat, email, and SMS for a 500+ SKU beauty brand.

⁠⁠Mia Chapa⁠, VP of CX and Strategic Initiatives, and Jackie Briones⁠, Customer Experience Manager at Glamnetic, walk through how they doubled automation to 55% without dropping a CSAT point, why they train their AI like a new hire instead of configuring it like software, and how a short daily QA ritual ended up mattering more than any feature they switched on.

In this episode, leaders from Delta Galil discuss how they run customer experience for five DTC brands — Bare Necessities, 7 For All Mankind, Splendid, Florence by Mills, and PJ Salvage — out of a single Gorgias help desk.

Ajit Patel, Director of Customer Service, and Nicole Parker, Senior Manager of Customer Service at Delta Galil, walk through how they hit 60%+ automation in about 18 months, why they stopped treating support as a cost center, and how AI freed their agents to do the high-touch work that actually converts.

Your insider's guide to CX that actually converts.

In this trailer, preview what Behind the Inbox is really about: honest, tactical conversations with the ecommerce and CX operators who are figuring out AI agents, faster support, and higher retention in real time.

Hear who's coming this season, why we built a show for CX leaders, and what you'll steal from episode one.

Presented by Gorgias. Premieres July 21.