This week on Marketing Operators, Connor MacDonald kicks things off with a pressing question: “What does a modern CX team and workflow look like today?” From there, we dive into a growing debate across modern commerce - does CX actually drive growth, or is it still just a support function

Joined by Amit RG, co-founder and CEO of our show sponsor Richpanel, the team unpacks how leading brands are getting dramatically leaner with AI, why Tier-1 support is becoming fully automated, and whether CX should really sit under marketing or operations. Amit breaks down Richpanel’s inspiration from Uber’s self-service model, and what it looks like when support becomes proactive, scalable, and insight-rich instead of reactive and manual.

This leads to a breakdown of the revenue-generating CX touchpoints you’re not thinking about, sparked by McCoy’s prediction that “a year from now we’ll all be talking about generating LTV,” not just acquisition. The group digs into ideas like optimizing high-intent tracking pages with tools like Wonderment, founders jumping into ad comments, and turning warranty claims into upsell moments - with real-world examples from Ridge, Jones Road, Equinox, and even Cartier’s luxury clienteling approach.

The episode wraps with a look at how AI is reshaping DTC ops end-to-end - collapsing workflows, enriching agent decisions, and driving smarter, more efficient growth across the entire customer journey.

If you have a question for the MOperators Hotline, click the link to be in with a chance of it being discussed on the show: https://forms.gle/1W7nKoNK5Zakm1Xv6

Chapters:

00:00:00 - Introduction

00:06:21 - What Does a Modern CX Team Look Like?

00:19:10 - The CX to Marketing Feedback Loop

00:32:07 - Revenue-Generating CX Touchpoints

00:45:13 - Is Shade Matching a CX Revenue Driver?

00:57:06 - Using Founder Social Comments as a CX Touchpoint

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Prescient AI.⁠⁠⁠

https://www.prescientai.com/operators

Richpanel.⁠⁠⁠

https://www.richpanel.com/?utm_source=MO&utm_medium=podcast&utm_campaign=ytdesc

Aftersell.

https://www.aftersell.com/operators

Haus.

http://Haus.io/operators

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This week, we’re taking an even deeper dive into all things BFCM. How the team is approaching forecasting, pacing, and spend strategy heading into the most important stretch of Q4. We break down how each of us is projecting November and December revenue this year, how new product launches and category expansion factor into those forecasts, and what data we’re using to stay accurate in real time.

Connor M walks us through his Holiday Sale Revenue pacing sheet, showing exactly how he tracks daily revenue and ad spend targets, while the group compares different approaches to pacing across brands and channels.

We also dig into how we’re scaling YouTube, Meta, and CTV spend, what the latest incrementality tests are showing, and how to use ROAS lift to decide when to push hardest.

Finally, we wrap up with a look at holiday shipping cutoffs, with how distribution and messaging strategies shift in December, the “Q5” opportunity that follows, and how to make the most of those final weeks of the year when every day still counts.

Holiday Sale Revenue Pacing Sheet: https://docs.google.com/spreadsheets/d/13W_a721DjhlgtLqUj7iC7w32NtitbnNnA9kYifws1NQ/edit?gid=973800920#gid=973800920

If you have a question for the MOperators Hotline, click the link to be in with a chance of it being discussed on the show: https://forms.gle/1W7nKoNK5Zakm1Xv6

Chapters:

00:00:00 - Introduction

00:09:04 - Black Friday Prep & Timelines

00:20:17 - How to Re-Forecast Q4 Revenue

00:35:41 - BFCM Pacing Sheet Walkthrough

00:50:57 - Visualizing Pacing Data & The 12% Stat

01:02:40 - Holiday Shipping Cutoff Strategies

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Motion.⁠⁠⁠https://motionapp.com/pricing?utm_source=marketing-operators-podcast&utm_medium=paidsponsor&utm_campaign=march-2024-ad-reads⁠⁠⁠https://motionapp.com/creative-trends

Prescient AI.⁠⁠⁠

https://www.prescientai.com/operators

Richpanel.⁠⁠⁠

https://www.richpanel.com/?utm_source=MO&utm_medium=podcast&utm_campaign=ytdesc

Aftersell.

https://www.aftersell.com/operators

Rivo.

https://www.rivo.io/operators

Subscribe to the 9 Operators Podcast here:

https://www.youtube.com/@Operators9

Subscribe to the Finance Operators Podcast here:

https://www.youtube.com/@FinanceOperatorsFOPS

Sign up to the 9 Operators newsletter here:

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