In this exclusive episode of Add To Cart, we dive into Klaviyo’s game-changing shift to a B2C CRM with Suzy Nicoletti, Managing Director and VP APAC at Klaviyo. Joining the conversation are Jane Cay, Founder of Birdsnest, one of Australia’s most-loved online fashion retailers, and Jay Wright, Founder of Ecommerce Equation, who has helped brands like Camilla, The Upside, and Meshki, scale with data-driven marketing. Together, they unpack what this move means for customer service, personalisation, and first-party data, and how AI-powered automation is turning CX from a cost centre into a revenue driver. If you’re looking to simplify your tech stack, supercharge personalisation and rethink customer engagement, this one’s for you!

This episode was brought to you by:

Klaviyo

About your guests:

Suzy Nicoletti 

Managing Director and Vice President, APAC at Klaviyo, Suzy Nicoletti is leading the company’s expansion across the Asia-Pacific region. With over 15 years of experience in digital platforms and SaaS, she has a proven track record of scaling global technology businesses. A California native, Suzy was a founding member of Google Australia’s early sales operations, before becoming Managing Director of Twitter Australia, where she drove revenue growth and user engagement. Passionate about digital transformation, Suzy has advised on Australia’s 2030 Digital Economy strategy and is a strong advocate for women in tech and leadership.

Jay Wright

Jay Wright is an eCommerce growth expert and mentor to a community of over 3000 eCommerce business founders. Founder of Ecommerce Equation, Jay has helped countless brands across industries master key eCommerce marketing principles—from data-driven decision-making to customer retention strategies. Clients such as LSKD, Zulu & Zephyr, and Culture Kings, attribute their growth to Jay’s strategies and techniques. Jay’s mission? To give established ecommerce business owners a clear and compelling path to scale, and to provide the tools, knowledge and resources to make that path a reality, without being reliant on a third party. 

Jane Cay

Jane Cay is the Founder of Birdsnest, a women's fashion business based in regional NSW that employs 120 locals in a town of 6,500. Combining her Commerce and Technology background with a passion for community and customer connection, Janes launched Birdsnest online in 2008 — long before eCommerce was mainstream. Birdsnest’s latest evolutions include the launch of their ‘rehatched’ preloved range, diving into the tourism industry with ‘Nest Stays’ and the opening of their second physical store. Splitting her time between life on a sheep farm and her thriving business, Jane lives in the slow lane, while working in the fast lane. 

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Thanks to our sponsors, Shopify and Klaviyo, for bringing you the show.

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