About this event
BFCM is make-or-break season. Support queues explode, customers expect lightning-fast responses, and one bad experience can cost a lifetime of loyalty.
So how do the smartest brands stay cool when the tickets start flying?
They outsource smarter, blend human empathy with AI efficiency, and build agile CX teams that can flex overnight.
In this live session, we’ll show you exactly how.
You’ll get insider strategies from the people who’ve done it, turning Black Friday into their biggest retention win of the year.
You’ll learn how to:
Why you should join
This isn’t another generic BFCM prep talk.
It’s a playbook for action, packed with frameworks, live insights, and real stories from the brands setting new CX standards this season.
If you’re leading CX, operations, or brand strategy in e-commerce or DTC, you’ll walk away ready to:
Hosted by
Michael Potters is Director of Partnerships at Siena AI, the agentic operating system for Shopify brands. He leads Siena’s global partner ecosystem of BPOs, agencies, and technology integrations - helping merchants drive revenue, deliver better support, and unlock intelligence through AI-powered customer experience.
As Terra Kaffe's Chief Experience Officer, Cate has the privilege of acting as the voice of Terra Kaffe’s community, drawing from her diverse leadership background to lead the customer experience, community, and product team in providing a best-in-class brand journey. She excels at honing every touchpoint from pre-purchase consideration to brand evangelism to build an engaged and enthusiastic community, utilizing new technologies and innovation to serve and grow the installed base.
