This week, I sat down with Caela Castillo, Director of CX at Jaxxon, to talk about what it really takes to build a CX team that customers actually want to engage with.

We’re chatting all things hiring for personality over process, using AI without making your brand sound like a robot, and why CX should always have a seat at the strategy table. Caela breaks down the strategy behind Jaxxon’s CX experience that goes way beyond answering tickets—and why most brands are still getting it wrong.

Plus, we swap some truly unhinged CX horror stories (because we’ve all had those customers), and learn about the key metrics that Jaxxon tracks to keep leadership invested in CX.

If you’re building a brand, leading a CX team, or just tired of seeing customer experience treated like an afterthought, this episode is packed with insights you can actually use.

Listen now for real talk on CX, retention, and why great customer experience is what keeps brands from flopping.

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📲 Follow Caela:

Instagram: @caela_castillo

LinkedIn: linkedin.com/in/caela-castillo-29a73770/

📲 Follow Jaxxon:

Instagram: @jaxxon

Website: www.jaxxon.com

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Connect with Jess on:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://x.com/jesscervellon

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