From Feedback to Loyalty: Proven Strategies for Retail Customer Service Excellence
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Webinar timestamps
Introductions
AI in retail
Boosting agent performance and personalization
Key benchmarks and insights from Simplesat
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Nidhi Nair
Sr Manager, Product Marketing, Gladly
Nidhi is a seasoned product marketing professional with 7+ years of experience helping B2B tech companies bring category-defining products to market. At Gladly, she focuses on go-to-market strategy, positioning, and competitive intelligence, with an emphasis on AI and customer experience. She’s passionate about storytelling, cross-functional collaboration, and making complex products easy to understand.
Stephanie Lang
Director, CX Systems Operations & Programs, Rent The Runway
Stephanie has 8+ years of experience in the customer service industry. She was employee #12 at Allbirds, where she spent 5.5 years as an Agent, Lead and Manager. Highlights include leading the implementation of a new CRM, creating reporting and optimizing operations.
She’s been at Rent the Runway for the past 3 years, currently as a Director, CX Systems Operations and Programs. Her work focuses on implementing new efficiencies, programs and systems for the 200+ person customer experience organization, while also gathering and providing insights across the greater organization on customer pain points. She most recently managed the launch of Gladly, as well as Simplesat for CSAT and NPS.
Peter Guindalos
Product Expert at Simplesat
“In every feedback, lies the key to progress.” Pete is a seasoned professional with a passion for transforming customer experiences through product training, onboarding, and expertise in customer feedback management.
Owen McKee
Sales Director at Simplesat
As Sales Director at Simplesat, Owen McKee brings extensive experience in technology solutions sales leadership and team development. He has a proven track record of transforming organizations, driving cultural change, and delivering immediate financial results.
His expertise centers on building high-performing teams that drive C-level sales through consultative approaches and quantified value propositions. He excels at coordinating technical and consulting pre-sales resources while ensuring smooth transitions to post-sales teams.
