This week on Above the Fold, I sat down with Max Wallace, Director of CX at Tommy John, and Kara Randle, CX manager, to talk about what it really takes to scale a customer experience team without losing the human touch.

We get into career pivots, building long-term team culture, and why “first response time” is not the CX metric you should be obsessing over. Max shares how he has kept Tommy John’s CX standards high through outsourcing and team growth, while Kara talks about the ongoing training and empowerment strategies that keep agents confident and customers loyal.

We also cover the role of automation (and when it goes too far), how to make customer feedback actually influence product and marketing, and the hot take both of them have on CX as a driver of retention, not a cost center.

If you lead a team, work in customer experience, or want to understand how brands keep customers coming back, this episode is full of insights you can use right now.

🎧 Listen now for real talk on CX metrics, team building, and why great service is about more than speed.

📲 Follow Max:

Linkedin: linkedin.com/in/max-wallace

📲 Follow Kara:

Linkedin: linkedin.com/in/kara-randle

📲 Check out Tommy John:

Instagram: @tommyjohnwear

Website: tommyjohn.com

👋 Enjoying Above the Fold?

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