In today’s episode:

Customer experience can make or break your e-commerce brand in 2026. But most businesses don’t have a support problem; they have a foundation problem.

In this episode of Let’s Talk About CX, we break down the core support foundations, AI systems, and operational strategies that power seamless customer experiences and help e-commerce brands scale with ease.

Featuring insights from Joan Aclan, an Operations Team Lead, and Vince Umali, an AI Researcher, this conversation explores what it really takes to build a support system that can handle growth, maintain quality, and keep customers coming back.

What you’ll learn:

• The common mistakes brands make when setting up customer support (2:12)
• What a good customer experience strategy really looks like (4:21)
• The core AI building blocks for modern customer support (6:19)
• How to set Service Level Agreements that work (9:14)
• The CX and AI metrics to be tracking in 2026 (12:28)
• The human vs AI vs hybrid customer support approach (13:50)
• The most common support challenges for scaling businesses and how to SOLVE them (16:23)
• How to apply safeguardrails with AI support (19:20)