Emily Elvey knows what makes a customer tick – and what makes them rage. As the founder of Emily Elvey Consulting, she helps leading retailers build customer experiences that actually work, not just look good in a deck.
After years leading CX and customer service teams at M.J. Bale, Meshki and ZeroCo, Emily’s built a reputation as one of Australia’s sharpest voices in ecommerce experience design. In today’s chat, she’s joining Bushy to unpack what’s really driving customer satisfaction, retention and sanity during peak season.
Today, we’re discussing…
- The three fixes to make before Black Friday – and why your policy pages are killing conversions
- How to use CSAT data the right way
- Why taking your customer service team out for lunch might save your peak season
- Planning for worst-case scenarios: how to roster, resource and survive inbox overload
- The psychology of returns and the tension moments that make or break loyalty
- Turning customer service into a sales engine, and training teams to upsell with empathy
- How to build AI agents that actually sound like your brand
- The link between employee satisfaction and customer retention
- How to glue all your customer data together for one source of truth
Chapters
6:02 Preparing Customer Service for Peak Season
11:43 Planning for Worst Case Scenarios in Customer Service
14:29 Identifying and Prioritising VIP Customers
17:13 Mixing Customer Service Channels for Better Experience
22:33 The Evolution of CX Roles
25:20 CX Vs Customer Service Vs UX
30:49 Centralising Customer Data Management
34:26 Building Effective AI Agents
37:55 Leveraging Customer Data for Personalisation
40:10 What AI Can And Can’t Do Yet
45:12 Understanding Global Customer Service
47:30 The Shift in Returns and Refund Policies
Before you leave…
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