In this webinar, leaders from Malouf Furniture share how a multi-generation, design-led retailer rethought customer experience without losing the personal service they’re known for. As the business grew and customer interactions multiplied across channels, their existing systems started to strain.

They discuss the turning points that forced change, missed follow-ups, growing complexity, and rising customer expectations—and how a more disciplined, visible approach to managing the customer journey helped the team regain control.

The conversation covers real challenges faced during COVID, lessons learned from long delivery cycles, and how better structure across sales, service, and follow-up improved both the customer experience and internal accountability.

Rather than replacing human service, the team explains how the right tools helped them be more consistent, more proactive, and more connected to customers at every stage.

This session is a practical look at how an established retailer adapted its processes, supported its team, and built a stronger customer experience without becoming impersonal.