Customer experience is often treated as a support function. But what if it could be your most powerful growth engine?

In episode #29 of the Retention Edge, Pietro Saccomani, Founder of MobiLoud, sits down with Kira Waite, Director of Operations and CX at Artifact Uprising, to unpack the intersection of operations, experience, and long-term loyalty especially during high-stakes holiday seasons.

Kira shares how her team proactively reduces “where is my order” tickets, why on-time shipping is their #1 retention metric, and how Artifact balances custom digital experiences with handcrafted product delivery. From empathy training to mobile UX challenges and B2B seasonal pivots, this conversation reveals how retention is built before and after the sale.

We cover:

- Why Artifact plans for Q4 starting in Q1

- The tech stack and vendor relationships behind premium CX

- Why pre-purchase support (like in-cart chat) boosts conversions

- When to invest in mobile experience vs. mobile apps

- What most brands get wrong about phones, loyalty, and high-LTV customers

If you’re scaling a DTC brand, managing seasonal peaks, or building CX as a profit center, not a cost, you’ll walk away with new ideas and tactical takeaways.

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Connect with Pietro: https://www.linkedin.com/in/pietrosaccomani/

Connect with Kira: https://www.linkedin.com/in/kira-waite-1b105615/