About this event
The Main Conflict: As Ecommerce scales, brands often lose the "boutique feel." Automation makes them feel like a faceless vending machine. When a customer’s hard-earned money is on the line, a robotic response to a "lost package" feels like a betrayal, leading to a permanent loss of LTV.
Take 1: Pure automation in Ecommerce feels cheap. It signals to the customer that they are just a transaction number, not a person.
Take 2: Human agents alone cannot scale during seasonal peaks or handle the sheer volume of modern global commerce.
The Solution: A Profit-First CX Model. Use the CRM to handle the "heavy lifting" of data and routine tasks, while empowering human agents to lead with emotional intelligence. This turns a "cost-center" into a "loyalty-lab."
In the world of "one-click" shopping, your product is no longer your only differentiator—your experience is. While most brands are trying to cut costs by hiding their support "Contact Us" page, the fastest-growing Ecommerce companies are doing the opposite. They are using CX to drive ROI.
In this live session, you’ll learn how to:
- Close the Loyalty Gap: Transform "Where is my order?" into "What should I buy next?"
- Scale with Personality: Use CRM data to make every customer feel like your only customer.
- Identify "Profit Leaks": Learn how empathetic agents spot the friction points that are killing your conversion rates.
- Measure What Matters: Move beyond "Time to Resolve" and start measuring "Revenue per Interaction."
Hosted by
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Team member
Marian Briceno Marketing Manager @ HoratioT
Marian Briceno is Marketing Manager at Horatio, leading marketing initiatives and brand communications.
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External speaker
Natalie Barton Senior Strategic Partner Manager @ GorgiasE
As Senior Strategic Partner Manager at Gorgias, Natalie oversees strategic initiatives with the company’s top BPO partners. She focuses on building scalable, high-impact partnerships that help merchants deliver faster, more personalized customer experiences. Powered by Gorgias’ deep integration with Shopify, these partnerships enable brands to turn customer support into a revenue driver by streamlining operations, improving efficiency, and strengthening customer loyalty. Fun Fact: Spanish is my first language!
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External speaker
Rita SaoudE
As the Senior Vice President at Hire Horatio CX with over 6 years of experience, I focus on operations, client services, and crisis management to optimize customer experience and business processes. Collaborating with our team, I help refine operational strategies and ensure seamless client onboarding while delivering innovative solutions that elevate performance.
