As automation and AI continue to transform customer interactions and dominate CX conversations, Who Gives A Crap (WGAC) has built a digital brand that puts human connection at the heart of its customer experience. As a leading eco-friendly DTC brand, WGAC has scaled rapidly while maintaining a commitment to customer-centricity. From quickly expanding into new markets to balancing automation with the human touch, the industry disruptor’s approach to CX goes beyond traditional support to shape strategy, drive retention, and reinforce a purpose-driven mission.

In this session, Ryan Klausner, Head of CX at WGAC will explain how and why the organization prioritizes CX as a competitive advantage, how it measures success beyond standard CX metric and why human interaction remains critical in an increasingly automated world.

Attendees will learn about:

• Balancing AI and human touch for meaningful customer interactions: Learn how WGAC is piloting AI tools while ensuring real empathy remains at the forefront, and why prioritizing cost-cutting over customer experience can backfire.
• Moving beyond NPS and CSAT: Discover how WGAC measures customer sentiment in a way that drives actionable insights rather than relying on legacy metrics alone.
• Building a people-first CX team that drives retention: Explore how WGAC invests in its CX team to reduce churn – both for employees and customers – and why a strong internal culture leads to stronger customer relationships.