Jess sits down with Madison Must, former Director of CX at Terra Kaffe and current Sr. Member Experience Manager at dog care brand Sundays. 

Madison takes us through her career journey from wedding photographer to entering the world of CX as an early hire at Terra Kaffe. From there, Madison climbed the ranks and learned the ins and outs of CX. Madison reflects on her time at Terra Kaffe and discusses what made the customer experience team so integral to the brand’s success. She then discusses her move to Sundays and what she was seeking in her next opportunity. 

Of course, Jess and Madison discuss AI and how CX teams can leverage it, chatbots, and customer retention strategies. They also dive into their best and worst customer experiences as consumers and how brands can turn one time customers into life-long brand members.

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00:00 - 15:30: Madison's Beginnings and CX Evolution at Terra Kaffe

15:31 - 24:50: The AI Influence: Integrating Tech into CX

24:51 - 37:15:  Emails vs. SMS Preferences

37:16 - 48:30: Jess's Catalog of CX Nightmares and Lessons from a Suitcase Saga

48:31 - 57:00: Building the CX and Marketing Bridge for Better Customer Journeys

57:01 - 01:10:00: From Acquisition to Retention: The CX Essentials with Madison Must

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Connect with Jess on

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

X/Twitter: https://twitter.com/justjessssss

Instagram: https://instagram.com/jessapplesauce

⚡Connect with Madison on

LinkedIn: https://www.linkedin.com/in/madisonmust/

Hire her to photograph your next event (yes, she’s still doing wedding photography!)  https://madisonmust.com/

If you have a dog, visit Sundays https://sundaysfordogs.com/