Lori Buntzen

Co-Founder Fractional CX & Operations Strategy Executive

Partner with founders and executive teams to drive growth, retention, and operational efficiency through customer experience strategy. Lead customer journey mapping, Voice of Customer (VOC), AI, automation, and cross-functional transformation.

Customer Experience StrategyAIAutomationVoice Of Customer (VoC)Customer Journey MappingOmnichannel StrategyCRMEcommerceSupportSelf Service

Head of Customer Service and Engagement

Redesigned return reason architecture and leveraged VOC insights to reduce repeat contacts. Led Gorgias AI implementation, increasing CSAT by 39% and improving agent output by 30%.

GorgiasAIVoice Of Customer (VoC)Returns ManagementAgent PerformanceWorkflow OptimizationFirst Response Time

Sr. Director, Customer Experience, Subscription & Digital Merchandising

Owned CX, subscription strategy, site merchandising, and customer insights, growing subscriber base by 50% and reducing churn by 26%. Rebuilt returns experience and launched AI-powered support on Gorgias.

RechargeGorgiasLoopRedoStampedOkendoSubscription ManagementCustomer ExperienceDigital MerchandisingVOC分析AIAutomationConversion Rate Optimization

Sr. Director, Customer Experience & Insights

Consolidated BPO partners into a single 45-agent operation and led subscription strategy across a 6-brand portfolio. Built Customer Success and phone support functions, and established standardized KPIs and SLAs.

ZendeskSubscribe and SaveBPO ManagementSubscription StrategyCustomer SuccessAutomationSelf ServiceKPI developmentSLA Management

Director, Global Customer Experience

Spanx

Increased CSAT by 43%, NPS by 25%, and first-contact resolution by 30% across a 65-person global team. Implemented AI-powered deflection strategy on Kustomer and launched social care and loss prevention functions.

KustomerAIDeflection StrategiesSocial CareLoss PreventionCustomer ExperienceNPSCSATFirst Contact Resolutions

Director CX, Training & Sales Operations

Launched the company's first eCommerce operation and led the COVID-19 transition from 90% retail to 70% DTC. Built and scaled CX, training, and sales operations across a 50+ brand portfolio.

EcommerceDTCCXTrainingSales OperationsSubscribe and SaveRetailSubscription Operations