On-Demand Webinar: J.Jill’s 5 Power Tactics for Digital CX

Premier retailer J.Jill shares the details on how they moved beyond just problem-solving with live chat. And how they achieved a 96% satisfaction rating—even while rolling out a new web platform.

eMarketer was pleased to moderate a Tech-Talk Webinar presentation featuring Faythe Shortelle, contact center vice president of J.Jill, and Tara Sporrer, senior vice president of marketing at goMoxie. They discussed practical, real-world examples you can put in place now—even if you have limited resources.

Join this webinar to learn:

How to increase the effectiveness of your current digital engagement strategy with context, placement and analytics

How to leverage customer journey data to engage customers in specific critical moments

How to use insights from chat to improve operational performance

How to accurately forecast staffing needs based on business operations and seasonality


Faythe Shortelle is the Vice President of Contact Center Operations at J.Jill and has been a member of the J.Jill team since 1999. She has executive experience in the development and execution of Contact Center policy and programs to support multi-channel Direct Marketing businesses with an emphasis on maximizing efficiency and profitability through on-going operational refinement.
Tara Sporrer is a customer operations and marketing professional with more than 15 years of experience in the enterprise software industry. As Moxie’s SVP of Marketing, Sporrer is responsible for delivering corporate communications and marketing programs that drive the company’s market presence, revenue and profitability.


Nancy Taffera-Santos is senior vice president of media solutions and strategy at eMarketer. Nancy has been at eMarketer for over 12 years and oversees the media business, developing programs for leading advertisers in adtech, martech and media. Nancy’s background includes 30 years of sales, marketing, and promotions experience in media, web analytics enterprise solutions, and test and measurement hardware. In her downtime, Nancy stays active serving on alumni, nonprofit and trade association boards. She has held positions with the ANA Business Marketing NorCal, and the Digital Analytics Association.

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