Sign up to save your podcasts
Or
Share Ep.11 - Un-F*ck Your Customer Experience Today - Zack Hamilton
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
Ep.11 - Un-F*ck Your Customer Experience Today - Zack Hamilton
Visit www.theydo.com
SummaryIn this episode of The Experience Edge, Zack Hamilton, a seasoned CX leader and retail strategist, joins us to explore the future of customer experience. From his unique journey from retail to SaaS, Zack shares insights on the rise of Journey Pods, the fall of NPS, and how focusing on customer lifetime value can transform businesses. With unfiltered advice and actionable strategies, Zack reveals what it takes to truly UnF*** CX and create meaningful, lasting customer connections.
Guest Bio
Zack Hamilton is a distinguished retail and eCommerce strategist, recognized for his transformative leadership as a Chief Experience & Strategy Officer. With over two decades of deep expertise in retail, he has played a pivotal role in shaping the future of customer experience (CX), employee experience (EX), and post-purchase experience (PPX) for global brands.
As an eCommerce visionary, Zack has been instrumental in developing and implementing digital-first strategies that seamlessly integrate online and offline retail experiences. His innovative approaches have consistently driven significant improvements in customer acquisition, conversion rates, and lifetime value across digital platforms. Having advised over 200 retail brands worldwide—including industry giants like Walmart, Macy's, and SEPHORA—Zack specializes in creating cohesive, omnichannel experiences that drive business growth.
Chapters:
00:00 Introduction to Zack Hamilton and His Expertise
01:53 Transitioning from Retail to SaaS at Parcel Lab
05:20 Evolution of CXOs: Operational vs. Survey-Centric Leadership
11:07 Framing Customer Problems with a P&L Lens
17:36 Introducing Journey Pods and Redefining Retail Models
24:48 Serving Emerging Luxury Customer Segments
30:23 Structuring Journey Pods: Teams, Metrics, and Responsibilities
36:38 Governance and Decision-Making in Journey Teams
42:30 Launching “UnFuck Your CX” Newsletter: Mission and Impact
50:01 Challenging NPS and Advocating for Customer Lifetime Value
56:21 Setting Metrics for Business Impact and Long-Term Growth
59:37 Lessons Learned in CX Leadership and Career Highlights
01:04:27 Closing Remarks: How to Follow Zack
Follow Zack - https://www.linkedin.com/in/zackhamilton/
Follow Jochem - https://www.linkedin.com/in/jochemvanderveer/
View all episodes
By Jochem van der VeerVisit www.theydo.com
SummaryIn this episode of The Experience Edge, Zack Hamilton, a seasoned CX leader and retail strategist, joins us to explore the future of customer experience. From his unique journey from retail to SaaS, Zack shares insights on the rise of Journey Pods, the fall of NPS, and how focusing on customer lifetime value can transform businesses. With unfiltered advice and actionable strategies, Zack reveals what it takes to truly UnF*** CX and create meaningful, lasting customer connections.
Guest Bio
Zack Hamilton is a distinguished retail and eCommerce strategist, recognized for his transformative leadership as a Chief Experience & Strategy Officer. With over two decades of deep expertise in retail, he has played a pivotal role in shaping the future of customer experience (CX), employee experience (EX), and post-purchase experience (PPX) for global brands.
As an eCommerce visionary, Zack has been instrumental in developing and implementing digital-first strategies that seamlessly integrate online and offline retail experiences. His innovative approaches have consistently driven significant improvements in customer acquisition, conversion rates, and lifetime value across digital platforms. Having advised over 200 retail brands worldwide—including industry giants like Walmart, Macy's, and SEPHORA—Zack specializes in creating cohesive, omnichannel experiences that drive business growth.
Chapters:
00:00 Introduction to Zack Hamilton and His Expertise
01:53 Transitioning from Retail to SaaS at Parcel Lab
05:20 Evolution of CXOs: Operational vs. Survey-Centric Leadership
11:07 Framing Customer Problems with a P&L Lens
17:36 Introducing Journey Pods and Redefining Retail Models
24:48 Serving Emerging Luxury Customer Segments
30:23 Structuring Journey Pods: Teams, Metrics, and Responsibilities
36:38 Governance and Decision-Making in Journey Teams
42:30 Launching “UnFuck Your CX” Newsletter: Mission and Impact
50:01 Challenging NPS and Advocating for Customer Lifetime Value
56:21 Setting Metrics for Business Impact and Long-Term Growth
59:37 Lessons Learned in CX Leadership and Career Highlights
01:04:27 Closing Remarks: How to Follow Zack
Follow Zack - https://www.linkedin.com/in/zackhamilton/
Follow Jochem - https://www.linkedin.com/in/jochemvanderveer/