In today’s retail landscape, where customer expectations are higher than ever, delivering a seamless experience isn’t just a competitive advantage. It’s essential for survival. At The Black Tux, a company known for reinventing the suit rental experience, customer care is treated as an art form.
In our latest CX Insight magazine KIA Spotlight, we sat down with Thomas Harden, Head of Operations for Customer Care at The Black Tux, to learn how he’s leading the charge to combine technology, human-centered design, and operational excellence into one seamless customer journey.
Since joining The Black Tux in 2022, Thomas has not only led his teams to exceed every key performance metric but has also focused on transforming the way success is defined. For him, the future of customer care isn’t just about scores like CSAT and NPS, it’s about understanding the story behind the score. By fostering a culture of curiosity, empowerment, and continuous improvement, Thomas is ensuring that every interaction leaves a lasting, positive impression.
Here’s a glimpse of what you’ll learn about The Black Tux customer experience:
- How The Black Tux is using an integrated tech stack, featuring Gladly, Maestro, and Simplesat, to deliver personalized service across every channel.
- Why eliminating customer friction is a top priority, and how Thomas’s leadership philosophy centers around solving problems before they impact the customer.
- Strategies for scaling global customer care operations without losing the brand’s culture or customer-first values.
- The critical role of showroom teams and how strong internal relationships create consistent, elevated service experiences for customers both online and in-person.
Thomas also shares how customer feedback directly shapes business decisions, product development, and service improvements at The Black Tux. In his view, feedback isn’t just collected, it’s lived. It’s analyzed for trends, acted upon with urgency, and seen as the heartbeat of the organization.
Looking ahead, Thomas is especially excited about:
- Deploying AI-powered support for mid-level service inquiries.
- Reducing agent friction by optimizing internal systems for greater efficiency.
- Developing future leaders within his team is a priority he views as equally important as delivering operational results.
Through a blend of precision technology, frontline empowerment, and leadership development, The Black Tux is setting a new standard for what modern customer care can and should look like.
Get the Full Story: Read Our Spotlight Interview with Thomas Harden in CX Insight Magazine →
If you’re a CX leader seeking to future-proof your customer care strategy, Thomas’s approach provides valuable insights into blending empathy and innovation for sustainable success.
