As leaders in customer experience, we understand that creating a lasting impression on customers involves more than just delivering a product or service—it’s about building meaningful connections with purpose-driven CX. Emily Sarver, Vice President of Customer Experience at Lovevery, brought this idea to life during her keynote at the Customer Response Summit (CRS) in Palm Springs.
Lovevery has set new standards for customer engagement in the early childhood development industry, and Emily’s insights showcased how they seamlessly intertwine product, purpose, and customer experience. Her approach offers a powerful blueprint for how CX professionals can lead with intention and ignite meaningful growth within their organizations.
A Brand Built on Purpose
Lovevery’s rise to prominence is not by accident. Emily started by sharing how the company’s commitment to creating high-quality, purpose-driven products has earned them over 60,000 reviews and a 77 Net Promoter Score (NPS)—an industry-leading figure. What makes Lovevery’s approach unique is its belief that it is not just selling toys but making an “investment” in a child’s development, a sentiment that resonates deeply with its customer base.
Many of Lovevery’s customers come through organic acquisition, often referred by friends and parents who become brand advocates after using the products. Emily’s keynote showed attendees how brand loyalty and customer love can be nurtured when you create a valuable product experience that customers want to share. For those of us managing CX in our businesses, the takeaway is clear: customers won’t just buy your product; they’ll advocate for it if you meet their deeper emotional needs.
The Backbone of Excellent Customer Experience: Purpose-Driven CX
A standout moment in Emily’s keynote was when she spoke about the critical role of Lovevery’s hybrid customer experience team in supporting this engagement level. With 40 team members handling 21,000 support interactions monthly, they achieve a staggering 94 percent customer satisfaction rating.
She emphasized that this success doesn’t come from simply responding to issues but from seeing every interaction as an opportunity to build a deeper relationship with the customer.
Her insight into team dynamics hit home for many of us. Emily posed questions that CX leaders should ask: “Who do we want to be as a team?” and “How can we partner better with other parts of the organization to drive growth?” She reminded us that exceptional CX should focus on how we empower and support our internal teams, which is a crucial part of how to engage and delight our customers. Emily’s leadership shows that when teams feel valued and connected to a bigger purpose, they can provide customers with the kind of experience that turns satisfaction into loyalty.
Fueling Innovation Through Customer Feedback
One of the most exciting points in the presentation was hearing how Lovevery uses customer feedback to fuel innovation. From redesigning their Play Kits for one-year-olds to launching new content that helps parents better support their children’s development, customer insights have been the driving force behind Lovevery’s product evolution.
Emily emphasized that customers are not just recipients of the brand’s offerings but co-creators in the journey.
As CX leaders, we are often challenged by turning customer feedback into actionable improvements. Lovevery’s success shows us that if we listen with intention and respond with agility, we can create products and experiences that evolve in real-time to meet our customers’ needs. Emily’s keynote was a powerful reminder that every customer interaction is an opportunity to innovate and grow.
Building with Purpose-Driven CX
Emily’s final reflection was on the importance of purpose—not just for customers or teams but for ourselves as leaders. She asked us to consider, “Why are we here?” and “What motivates us to show up daily?” As Emily demonstrated, purpose-driven leadership is essential for building the trust, loyalty, and innovation needed to sustain long-term success in customer experience.
In closing, Emily’s keynote was a masterclass in leading purposefully, listening to customers, and building strong teams. Her insights are inspiring and actionable for those in the CX industry. We have the power to create environments where customers, teams, and leaders can thrive—and where innovation becomes a natural outcome of truly understanding our customers’ needs.
Thank you to Emily and the entire Lovevery team for their leadership and the invaluable insights shared.
To learn more about Lovevery, visit the brand’s website or read the recent Brand Spotlight in our April issue of CX Insight magazine.
