Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service

by | Feb 14, 2024 | DoingCXRight®‬ Podcast | 0 comments

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

How can your business harness AI to improve retail customer service without losing personalization?

What strategies can lead to breakthroughs in understanding and serving your customers better across all industries?

Get the answers on this week’s Doing CX Right podcast, as host Stacy Sherman and guest expert Alex Genov, from Zappos, discuss the transformative impact of AI on customer relations.

In this conversation, you’ll learn:

  • How Zappos uses cutting-edge AI technology to revolutionize the online shoe-shopping experience and tackle sizing inconsistencies.
  • Behind-the-scenes insights into Chattermill’s approach to parsing unstructured customer feedback and Content Square’s session replay tech to enhance CX.
  • Alex’s take on the evolution of Zappos from an online shoe retailer to a customer experience trailblazer under the guidance of CEO Scott Schaefer.
  • Alex’s illustrious background as a 34th generation Shaolin kung fu disciple and its influence on his professional ethos and leadership style.
  • A candid look at the importance of humility in leadership as exemplified by Zappos’ culture and Alex’s personal experiences.

This show will help you gain the knowledge and strategies needed to excel in today’s  retail customer service environment that ensures your company stays ahead of the curve.


Show Time Stamps: Customer Experience (CX) and Retail Customer Service Topics  

[05:00] Applying Hospitality Metaphor to CX and Zappos’ Approach

[11:53] Discussing AI’s Role in Enhancing Customer Experience at Zappos

[15:05] Analysing Customer Feedback and Integrating Technologies for Better Understanding

[19:08] The Net Trust Score (NTS) and Its Relevance to Customer Loyalty

[24:34] Leadership Advice and the Importance of Humility

Press Play  To WATCH On Youtube

This episode is sponsored by iQor. Learn more at iQor.com.

Doing CX Right Featured Podcast Sponsor

About Alex Genov~ Retail Customer Service & Research Expert

Alex is an Experienced customer research professional and CX leader who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems.

His professional career spans 20+ years and different industries ranging from insurance (State Farm) to personal finance (Intuit/Turbotax) to B2B (Active Network) to retail (Zappos). As a keynote speaker, He has delivered over 100 presentations, panel discussions, and workshops – both virtual and in person. Alex has presented at events on 6 out of the 7 continents. His goal is to help teams create remarkable products and customer services which make people’s lives easier and more enjoyable.

Connect with Alex on LinkedIn.

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications. Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.

Keyword themes: DoingCXRight podcast, Stacy Sherman, customer service, contact center, customer experience

Master Your Customer Experience and Service Skills with Stacy Sherman

*All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.


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