In this episode of the CX Mixer, host Larry Thoma welcomes customer experience experts Breanna Moreno and Dan Kaparski for a dynamic discussion on building CX from day one. Dan Kaparski shares his approach to launching a celebrity-backed fashion brand, emphasizing the importance of preparedness, tech stack essentials, and proactive fraud prevention. Breanna draws on her experience scaling True Classic from its early days and offers hard-won lessons on process, vendor partnerships, and the realities of handling Black Friday chaos. Together, they tackle myth-busting around AI, navigating inventory shortages, and the ongoing evolution of customer journey strategies. Listeners will gain actionable insights into balancing lean teams with premium CX, handling rapid growth, and pivoting with industry trends. Whether you’re launching a startup or reimagining your brand’s customer journey, this episode delivers practical playbook tips and candid confessions from two CX pros.

Socials

Larry: https://www.linkedin.com/in/larrythoma/

Dan: https://www.linkedin.com/in/dankaparski/

Breanna: https://www.linkedin.com/in/breanna-moreno-183a8459/