Who is Julia?

Meet Julia Wysocka, a CX & Operations Consultant, and a Founder of Julia Wysocka Consulting!

About Julia Wysocka Consulting

Julia Wysocka launched her consultancy in 2023, partnering with e-commerce brands to provide tailored support and solutions on their own terms. Her services range from developing comprehensive CX systems and strategies to implementing tech stacks, creating SOPs, and training teams. Through this approach, Julia helps clients design seamless customer journeys, streamline backend processes, and drive both growth and sales.

Julia’s Journey

Julia’s journey in customer experience began a decade ago at Booking.com, where she worked in both customer care and account management.  After relocating to New York in 2014, she transitioned into the startup world, joining a small female-founded business called SHHHOWERCAP. Reflecting on her time there, Julia says, “I came in and built CX from the ground up—it was an interesting experience because there was not much structure.” Unlike her previous corporate role, the startup’s "learn as you go" environment gave her the chance to establish processes that created the framework the company needed to grow. “I really enjoyed the startup experience because you witness and contribute to the growth,” she adds.

She next took on the role of Head of CX at Unbound, an e-commerce brand in the sexual wellness space. Joining a small team during a pivotal time of business transformation, she had the opportunity to evaluate existing processes and pinpoint areas for improvement. “I’ve always been passionate about viewing CX not just as a support channel, but also as a driver of sales and growth,” she explains. During her time at Unbound, Julia gained valuable insight into the importance of analyzing every stage of the customer journey while working closely with other teams.

Transitioning from a corporate environment to the startup world gave Julia invaluable insight into CX from multiple perspectives. After spending just over a year as Head of CX at Infinite Objects, a tech and web3 startup, Julia decided to branch out on her own, launching Julia Wysocka Consulting in the fall of 2023.

CX Philosophy and Approach

Julia believes that “CX is on the front lines. We have direct interactions with customers that no one else has, and that is a powerful position to be in.” She emphasizes the importance of organizing and proactively addressing feedback. To achieve this, she focuses on empowering CX teams by developing training programs that teach agents how to identify trends and patterns, create tagging systems, and effectively share insights with other departments. “We have valuable insights into the entire experience and the product,” Julia explains, noting that she often works closely with product managers to analyze data and collaborate on improvements.

Optimizing CX for Sales

“Empower your agents to view their role not just as support, but also as sales. They are your brand ambassadors,” Julia says. To ensure that agents perform at an optimal level, she emphasizes the importance of investing in training and ensuring they have hands-on experience with the products—if possible, send them products to use. “If agents confidently know what they are talking about, they can sell,” she notes.

Fostering Brand Loyalty and Customer Retention

Julia believes retention is a crucial part of CX, and appreciation campaigns along with “surprise and delight” strategies are proven methods for retention. How these strategies look for each brand varies and depends on the customer. To illustrate, Julia recalls a campaign she executed at Unbound: “We teamed up with a company called Scribeless to design thank-you notes that looked handwritten. We sent these notes along with gift cards to some of our most loyal customers, as well as those who hadn't placed an order in the past few months. Our goal was to express gratitude while also reconnecting with our dedicated customer base”. The campaign was a success, with recipients sharing their appreciation on social media. “The goal of the campaign wasn’t sales, but rather to show appreciation and say, ‘We see you.’ You really can’t measure loyalty, but you see it down the line,” Julia remarks. Many of those customers went on to use their gift cards for future purchases.

An Authentic Brand Voice Builds Trust

Establishing a brand voice is essential. For her clients, Julia creates materials that clearly outline the tone agents should adopt when interacting with customers. The instructions are so detailed that team members know whether to use specific emojis or not. This ensures a consistent brand voice across all CX interactions and helps agents feel like experts. Additionally, the brand appears authentic to customers. “You build trust, and I believe successful CX is about building a lasting relationship based on that trust,” Julia concludes.

CX Success Strategies 

Building the Right Tech Stack for Your Brand

When working with new clients, one of the first areas Julia examines is their CX team’s tech stack. She explains, “I’m a strong advocate for utilizing various tools. When you choose the right tools for your team and company, it benefits everyone—both customers and agents.” The focus is on establishing a solid foundation and building a self-sustaining system. Streamlining processes without sacrificing service quality is a primary goal. Julia cites AI as an example, noting that automation tools are most effective when they retain a human touch. “Every brand has unique needs—there isn’t a one-size-fits-all solution,” she adds. “It’s crucial to view CX from a high-level perspective.”

Analyzing Customer Feedback to Improve Business Operations

“I’m a strong advocate for reviewing customer feedback and taking action based on it,” Julia states. Recognizing the importance of organizing and clearly presenting information across the company, she creates quarterly CX reports. She also values one-on-one meetings with team leads to discuss customer feedback and identify areas for improvement ahead of the next product launch. Additionally, she prepares FAQs for the CX team in the lead-up to a launch. “It’s about staying one step ahead of the customer—being proactive and identifying gaps and micro trends before they escalate into larger issues,” she explains.

Cross-Team Collaboration Leads to a Customer-Centric Company

Her experience leading CX has taught Julia that collaboration with other teams is crucial for success at multiple levels. While at Infinite Objects, she worked closely with the marketing team to implement new SMS solutions as campaigns launched, ensuring her agents were prepared to address customer inquiries. “You can learn so much by collaborating with other departments. This approach fosters a culture where the customer is at the center of the company, benefiting everyone involved,” she explains.

Julia’s Consulting Work

As a consultant, Julia leverages her diverse background in CX, marketing, and operations to “design the customer journey at every step” for e-commerce brands. Her services include conducting comprehensive CX audits, building entire CX ecosystems, implementing tech stacks, creating SOPs, providing CX training, managing ticketing, offering peak season support, and focusing on retention, growth, and sales. She offers tiered packages that range from full-scale solutions to consulting and strategy design, as well as task support. Recognizing that each client has unique needs and goals, Julia remains flexible and tailors her services to deliver unparalleled value. “The solutions I provide are scalable,” she adds. “They can grow with the brand.”

A recent highlight of Julia's work was with a sexual wellness brand in the Middle East. After assessing the brand’s current system from back end to front end to identify areas for improvement, she established a helpdesk, assisted with macros, created SOPs and FAQs, and collaborated with a CX representative to translate all materials into Arabic. “They had the content but lacked a way to package it effectively. We were able to create something truly beautiful together,” Julia recalls.