On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy.

Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the following decade, reinventing itself as a sustainable lifestyle brand with both an online and brick and mortar presence.

Listen for the informative insights of Nadia Famularo, director of operations and customer success at Frank And Oak, as she discusses how data-driven decision making influences Frank And Oak’s business strategy, how the company leverages technology to enhance the customer experience and why CX leaders must ensure the voice of the customer is heard in their organizations.

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