{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Talk Commerce","title":"True Classic Combines AI Innovation with the Human Touch in Customer Experience at eTail Palm Springs","html":"","width":"100%","height":180,"duration":895,"description":"In this conversation, Jordan Gesky, the Senior Customer Experience Manager at True Classic, discusses her role in overseeing customer service operations and enhancing the customer journey. She shares insights on leveraging post-purchase experiences to drive sales, the integration of AI in customer service, and the importance of maintaining a human touch in digital interactions. The conversation also covers True Classic's brand identity, customer demographics, and future expansion plans, including the introduction of women's and children's lines. Jordan expresses excitement about the company's growth and the evolving landscape of customer expectations in the age of AI.\n\nTakeaways\nJordan Gesky is the Senior Customer Experience Manager at True Classic.\nTrue Classic aims to create a smooth customer journey from pre-purchase to post-purchase.\nThe company uses Parcel Labs for post-purchase tracking and marketing.\nAI is seen as a tool to enhance customer service, not replace it.\nMaintaining a human touch in customer service is crucial, especially for upset customers.\nTrue Classic's chatbot, named 'Crew', is designed to assist customers with personalized recommendations.\nThe brand targets a wide demographic, from young adults to grandparents.\nCustomers are increasingly accepting of AI in their shopping experiences.\nTrue Classic plans to expand its product lines to include women's and children's apparel.\nThe company is exploring new sales channels, including TikTok Shop and retail partnerships.\n\nChapters\n\n00:00\nIntroduction to True Classic and Customer Experience\n03:10\nLeveraging Post-Purchase Journeys for Sales\n06:00\nThe Role of AI in Customer Experience\n09:13\nTrue Classic's Brand and Customer Demographics\n12:03\nFuture Growth and Expansion Plans\n14:01\nClosing Thoughts and Personal Interests","thumbnail_url":"https://img.transistorcdn.com/Iwo9itiv1VVvX4mxHpDFF3LqetNORMJCPIcKVtkYuNY/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzQ4MTQzLzE3MDM3/NzA2NjQtYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}