This week, I sat down with Aniesha Jones to talk about what customer experience actually looks like when empathy, data, and revenue are all in the same room. We get into her unconventional path from opera and vocal performance to leading high-growth CX and retention teams, and why creativity is one of the most overlooked skills in business today.

We cover CX leadership, retention strategy, the real ROI of empathy, and why CX deserves a seat at the executive table instead of being treated like a cost center. Aniesha breaks down how data and storytelling work together, how DEI should inform experience design from day one, and why loyalty is built through belonging, not discounts.

If you’re a CX leader, founder, marketer, or operator trying to build experiences that customers actually remember, this episode is packed with insight you can use immediately. Listen now for a grounded, honest take on empathy, retention, and what sustainable growth really looks like in ecommerce today.

📲 Follow Aniesha:

LinkedIn: https://www.linkedin.com/in/anieshajones/

👋 Enjoying Above the Fold?

Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it’s your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!

Connect with Jess on:

LinkedIn: linkedin.com/in/jess-cervellon

Twitter: x.com/jesscervellon

Instagram: instagram.com/jess.cervellon