Oct 28, 20261h 4mS2
What makes someone love a brand so much that they want to work for it? For Hadas Drutman, it's happened three times. In this episode of CX After Hours, Hadas, CX leader at Bobbie and formerly Glossier and Seed Health...
About this Podcast:
Retail and ecommerce don’t slow down. Orders stack up. Tickets spike. Dashboards glow red. And somewhere between the queue and the quarterly review, the relationship with the shopper can start to feel…transactional. CX After Hours is a space for CX leaders and operators to step out of the noise. When the day winds down and the metrics stop updating, this is where we exhale. Where we take stock. Where we talk honestly about what it takes to scale customer experience without breaking it - from first impressions (pre-sale) to keeping promises (post-sale), from automation to customer empathy, from firefighting escalations to building systems that actually hold. Hosts Guillaume and Anya are joined by the best in the business to go beyond the highlight reel and into the real work: contact rates, response times, team trade-offs, workflows, handoffs, tough calls. The unglamorous decisions that shape whether customers feel valued by your brand - or forgotten. Because being a CX leader is a pressure job. You’re protecting trust while chasing growth. You’re defending the customer while answering to the board. After hours is where we unpack how leaders actually carry that weight - and reconnect with why they got into this work in the first place: to build experiences that put the customer first, even at scale. CX After Hours is powered by Yuma AI. Find out more at https://yuma.ai/
Pitch Analysis
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Contact path
Verified email
Booking probability
15%
Guest openness
Selective
80/100
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What is CX After Hours about?
Retail and ecommerce don’t slow down. Orders stack up. Tickets spike. Dashboards glow red. And somewhere between the queue and the quarterly review, the relationship with the shopper can start to feel…transactional. CX After Hours is a space for CX leaders and operators to step out of the noise.
What has CX After Hours covered recently?
Recent episodes include "When the Customer Becomes the CX Leader, with Hadas Drutman" (28 October 2026, 64 minutes), "Why Customer Support Is the Foundation of Great Customer Experience, with Zoe Kahn" (7 October 2026, 52 minutes), and "How 32 Degrees Scales E-commerce CX Without Losing the Human Touch, with Jennifer Villalba" (25 September 2026, 56 minutes).
How often does CX After Hours publish?
CX After Hours publishes roughly every two weeks, with episodes averaging 45 minutes across 3 episodes.
How hard is it to get booked on CX After Hours?
Booking probability for CX After Hours is 15%, and the host is rated Selective on guests. CX After Hours requires a Pod Score of 80 or higher. CX After Hours's contact route on record: verified email.
Who should pitch CX After Hours?
The strongest fits for CX After Hours are Business & Management Consulting.
About the host
CX After Hours is a general podcast with 3 episodes published.
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Recent episodes
Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.
- Oct 7, 202652 min
Customer support is often treated as the bottom rung of CX. Zoe Kahn thinks that’s exactly backwards. In this episode of CX After Hours, Zoe, founder of Inevitable and host of Let’s Laugh About It, joins Anya Kelly and...
Episode #2
How 32 Degrees Scales E-commerce CX Without Losing the Human Touch, with Jennifer Villalba
Sep 25, 202656 minS2How do you scale customer experience without turning it into a rigid set of policies, scripts and automations? Jennifer Villalba, Director of Customer Experience at 32 Degrees, joins Anya Kelly and Guillaume Luccisano...
Sep 9, 202640 minS1Your CX dashboard can tell you what happened. But can it tell you why? In this episode of CX After Hours, Naomi Oriol, Director of Customer Experience at Freebird, joins Anya Kelly and Guillaume Luccisano to discuss how...
Episode #7
6 CX Lessons Every Leader Should Hear
Aug 21, 202633 minS1In this special season recap of CX After Hours , our host Anya Kelly revisits six standout moments from the podcast’s first six guests - and shares what each conversation taught her about building better customer...
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Jul 22, 202649 minS1Marketing makes the promise. But when the product, delivery or service fails to live up to it, CX inherits the consequences. In this episode, Anya Kelly and Guillaume Luccisano are joined by Aleni Mackarey, Vice...
Jul 8, 202649 minS1Great CX is not always about giving the customer more. A refund, replacement or exception can completely change a customer's relationship with a brand. But when generosity becomes the default, CX teams risk making...
Episode #4
Getting the AI Foundations Right in E-commerce CX (to Avoid Scaling Problems), with Leeor Cohen
Jun 24, 202647 minS1AI will not fix your CX. But it will expose whether your foundations are strong enough to scale. In this episode of CX After Hours, Anya and Guillaume are joined by Leeor Cohen, founder and CEO of CreateCX and Scale...
- Jun 10, 202648 minS1
AI is everywhere in customer experience right now - automating support, replacing repetitive work, cutting costs and speeding up replies. But according to Cati Brunell-Brutman, formerly CX Lead at Glossier, the real...
- May 27, 202651 minS1
<p>Most brands want customer experience to become a clean, efficient, fully solved function.</p><p>Hire the team. Set the policies. Add the help desk. Bring in AI. Reduce the backlog. Keep customers happy.</p><p>But as...
CX After Hours
Eli Weiss on Why Your Best Customers Leave - And Why Better CX Starts Before They Complain
May 13, 202643 minS0<p>Most e-commerce brands think they have a retention problem.</p><p>But according to Eli Weiss, they often have something deeper: a customer experience problem.</p><p>In the first episode of CX After Hours, Eli joins...
CX After Hours
Intro: Welcome to CX After Hours
May 12, 20265 minS0<p>CX After Hours is the podcast for customer experience leaders and operators in retail and e-commerce navigating the space between customer expectations and business goals.</p><p>Because in CX, you sit in the...
Recent guests
Recent guests on CX After Hours. Study who booked and why before you pitch.
E
Eli Weiss
VP of Retention Advocacy at Yotpo, Athens Scream Park
N
Naomi Oriol
Freebird
A
Aleni Mackarey
Base Beauty Creative Agency
C
Caroline ON Wilson
Carpe
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