✨ In this episode of Above the Fold, I sit down with Jessica Rose Garcia—aka J-Rose—Head of CX at OneSkin, to talk about what really makes customers stick around. Spoiler: It’s not just fast email responses.

We dive deep into:

💡 How J-Rose went from working at Gold’s Gym to leading CX at some of the biggest brands in DTC

📈 Why most brands completely fumble retention—and what they should be doing instead

🛍️ The difference between CX in e-commerce vs. other industries

🔬 The science behind OneSkin and why J-Rose is obsessed with it

💬 How CX teams can actually make an impact instead of just putting out fires all-day

😂 Some wild CX stories that you don’t want to miss

👉 Hit play for insights on customer experience, retention, and how to build a brand people actually love.

And one last thing… this episode marks ONE YEAR of Above The Fold Podcast! I love and appreciate you all that tune in every week.

📲 Follow J-Rose:

Instagram: @heartstarkid

LinkedIn: linkedin.com/in/jessica-rose-garcia-95a38289

📲 Follow OneSkin:

Instagram: @oneskin.co

Website: linkedin.com/company/oneskin

✨ Want More Like This?

Subscribe for more founder stories, marketing insights, and behind-the-scenes action in the world of CPG, brand strategy, and customer experience!

About Sunday Postcards

Enjoying the show? Keep the insights flowing by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies to help you unlock brand success. Subscribe at www.sundaypostcards.co and join the community.

👋 Connect with Jess:

• LinkedIn: linkedin.com/in/jess-cervellon

• Twitter: https://x.com/jesscervellon

• Instagram: instagram.com/jess.cervellon

👍 Like, comment, and subscribe for more insights on brand-building, customer experience, and business growth!

This week, we sat down with Ali Rose VanOverbeke to talk about what it really takes to build a brand that people actually care about—beyond just running ads and chasing conversions.

We get into creative direction, brand loyalty, and why e-commerce is starting to feel like one big copy-paste formula. Ali’s seen it all—from designing for billion-dollar brands to launching her own sustainable eyewear company to leading growth at Kadeya, a company redefining beverage retail.

She shares the hard lessons from running a mission-driven business, why good branding goes beyond aesthetics, and how data and personalization are shaping the next era of CX. Plus, we dive into hot takes on Alex Cooper’s Unwell, Alex Earle’s rumored alcohol brand, and why creator-led businesses aren’t always what they seem.

If you’re building a brand, scaling a business, or just tired of every e-commerce brand looking the same, this episode is packed with insight you can actually use.

Listen now for real talk on brand strategy, CX, and why creative storytelling still matters.

📲 Follow Ali:

Instagram: @alirosevan

LinkedIn: https://www.linkedin.com/in/ali-rose-vanoverbeke/

📲 Follow Kadeya:

Instagram: @kadeya.club

Website: www.kadeya.com

👋 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

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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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!

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Connect with Jess on:

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

Twitter: https://x.com/jesscervellon

Instagram: https://www.instagram.com/jess.cervellon/