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#4 Filippo Lovotti, Head of User Experience, Customer Service Technology Team at Zappos Family of Companies

Ang Nayyar

In this episode of The StrutFit Show, we chat with Filippo Lovotti, the Head of User Experience from Zappos and delve into the world of User Experience and Customer Service. Zappos was the first online shoe retailer in America. In 2009, they were acquired by Amazon for US$1.2 billion, and since then they’ve gone from strength to strength. They attribute their success to their belief that they are a service company that happens to sell footwear.

Filippo has spent 16 years in the industry and shares with us some of his advice and insights about the field. As the Head of User Experience in the Customer Service Technology team at Zappos, Filippo creates products and services that their customer service agents get to use when solving problems. He tells us more about the pioneering online shoe retailer and discusses the importance of user experience, as well as how that is reaffirmed at a large scale. Being a UI/UX mentor as well as a podcaster himself, Fillipo is great at providing valuable information with an interesting spin.

If you’re interested in diving even deeper into UX, Filippo has an amazing podcast which has just launched it’s second season. Head over to The Industry of UX to check it out! We’re fans, and we’re sure you will be too.


About The StrutFit Show:

The StrutFit Show shares the same vision as our company: to bring retail into the future! Every episode, our CEO, Ang Nayyar will be joined a guest who is leading or innovating in some part of the retail spectrum- from design, to manufacturing, to marketing, and even to sales. We'll discuss trends, learnings, and ideas, and really try figure out what the top performers in your field are doing. Along the way, we'll discover some lessons you can apply to your own career, and hopefully even have some fun.

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