What does it really mean to be customer-centric — beyond the buzzword?
In this episode of Looped In, I sit down with Emily Brauer Gill — Chief Revenue Officer at Margaux, Former SVP of Customer at Reformation, ex-Apple & Stitch Fix — to explore how brands can hard-wire the voice of the customer into every decision, from product design to distribution strategy.
Emily shares lessons from her 15+ years shaping iconic consumer businesses:
- How Stitch Fix combined tech and fashion to build data-driven customer insight loops.
- The test-and-learn cadence that Reformation used to balance agility, sustainability, and customer demand.
- Why customer segmentations often fail — and how to actually make them drive product, marketing, and growth decisions.
- Building a true omnichannel culture: aligning retail, e-comm, and wholesale under one customer-first P&L.
- The opportunity in turning anecdotal store feedback into structured data that informs both CX and merchandising.
- Why AI-driven discovery could become the next Facebook ads moment for retail — and how to prepare.
Packed with actionable takeaways, this episode is a masterclass in scaling while staying close to the customer.
