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🤠 Hey, Hey, Howdy! 🤠
We’re back to our regularly scheduled newsletter content! Did you miss me? 😉
Yesterday I had the privilege of chatting at DTCx8 Global alongside a fire lineup of ecomm professionals. In case you missed it, I talked about how to prep your CX team for the soon to here BFCM weekend.
Even if you did get to listen in, I put all the juicy tips and tricks in this newsletter so you can get to prepping your team for your most successful Black Friday yet!
The DTCx8 fun isn’t over, you can still tune into amazing speakers today! Sign up here to catch some sick content.
In other exciting news, we’re hiring at Inevitable Agency!! We’re looking for a Client Success Manager that is passionate about all things CX. If you’re interested or know someone who wants to work with all the great IA peeps, apply here!
One last thing I promise! I’m starting a new LI series of walking through CX front end audits… in my Pokemon hoodie. 🤭
TTYL! 💘
📷️ Digital Experience News 📷️
The candle conglomerate Bath & Body Works is turning up the scent game with their upcoming AI-powered fragrance finder, Gingham Genius. Okay cute name alert! Imagine being able to describe your perfect scent or candle, and voilà—a personalized recommendation appears! I’ve always been a loyal Mahogany Teakwood girl but perhaps it’s time for something new? 🤔
This clever tool is part of the retailer’s tech-forward strategy to boost customer engagement and make shopping a breeze across all channels. By blending large language models with their extensive data, Bath & Body Works is not just creating a seamless shopping experience but also setting the stage for increased customer traffic and sales. 🕯️
So, what can we learn from this? It’s all about harnessing technology to elevate the customer experience. By using AI to personalize and simplify the shopping journey, Bath & Body Works is making it easier (and more fun) for customers to find exactly what they’re looking for. As we think about our own customer experiences, let's take a page from their playbook—invest in the right technology, focus on personalization, and always keep the customer at the heart of the innovation.
Prepping your CX Team for BFCM
The time has come to start prepping for BFCM, but I have something to admit… I haven’t started quite yet. But it’s not too late, we’re still ahead of the game! We’re getting your CX team prepped and ready for the biggest event of the year! It’s the time we’ve been waiting for, and trust me, I’ve seen my fair share of CX horror stories from teams that were caught off guard. From launch SKUs going haywire to inventory nightmares, the stakes are high. But don’t worry—hiccups are bound to happen, but with a little prep and some well-thought-out plans, we can stay ahead of the curve.
For September and October, we're all about reflecting on past BFCM weekends. Let’s dig into the details: What happened last year (and the years before)? We'll gather all the sale details, performance data, order counts, revenue, ticket volumes, team size, bandwidth, and response times. And most importantly, did anything go wrong? If so, let’s figure out how to avoid a repeat this year. 💯
At the same time, we’ll be gearing up for this year’s madness. We’ll gather all the info on this year’s sale and make sure we’re communicating across all functions. Marketing needs to be on point—what emails, SMS, push notifications are going out? When? How many? And let’s not forget Logistics/Ops—how’s inventory looking? Are there new SKUs? Will all orders be fulfilled on time? So many questions!!
As the big weekend gets closer in late October and November, we’ll shift our focus to tech and people prep. This includes a checklist that’ll have us covered: start training your AI agent NOW, ensure your help center is searchable, review your support automations and flows, and set up your contact page with proper triage rules. Don’t forget transparent messaging throughout the entire process and of course, aim for inbox zero! And for staffing? Train other departments on your helpdesk and hire temp help if needed.
Here’s to a smooth and successful BFCM weekend! Let’s make it the best one yet!
CX Job Board 👩💻
Here are some jobs in CX we found this week. If you or your company is hiring, let us know and we can add It next week!
📆Upcoming Events 📆
Stay tuned! 🤭
🚨Inevitable Agency CX Audits 🚨
Apparently we’re giving away TOO much information? We love to do it! It helps the company we’re working with but also gives our team valuable practice.
Don’t wait, book your audit with the Inevitable Agency team!
