Episode 79 | Bringing Retail Heart to Digital CX with Lisa Yarrow of Everlane

This week, I sat down with Lisa Yarrow, Senior Manager of Customer Experience at Everlane, to talk about how retail instincts are shaping the next era of digital CX.

We get into what it means to bring empathy into analytics, why storytelling is the secret weapon for getting buy-in, and how the best customer insights do not come from dashboards. They come from people.

Lisa shares her journey from the retail floor to leading CX at one of the most values-driven brands out there, and how Everlane’s thoughtful approach to sustainability, tone, and trust is changing the way teams connect with their customers.

We also unpack what it takes to make data feel human, how to translate in-store experiences to e-commerce, and why loyalty is really about connection, not points or perks.

If you are building a CX team, refining your brand’s voice, or just figuring out how to make your customer experience feel more human, this episode is packed with insights you can actually use.

Listen now for takeaways on empathy, data storytelling, and how to bring heart back into digital experience.

📲 Follow Lisa:

Linkedin: https://www.linkedin.com/in/lisayarrow/

📲 Check out Everlane:

Linkedin: https://www.linkedin.com/company/everlane/

Website: https://www.everlane.com/

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