Send us a text

In this episode of the Live Chat Factory podcast, Karen sits down with Georgia — a sharp, straight-talking 28-year-old with a background in hospitality, retail, and customer experience. Georgia knows what makes a customer feel seen, what instantly puts her off a brand, and why Gen Z and Millennials expect more from every purchase.

From impulse buys and online scams to emotional intelligence in customer service, Georgia gives us a refreshingly honest look at how people in their 20s shop, scroll, and spend.

We talk:

• The rise of resale, vintage, and value-based buying
• Delivery fees, dark UX, and instant turn-offs
• Loyalty, live chat, and how to actually listen to customers
• Why emotional intelligence is a non-negotiable
• What Georgia would do if she ran a customer service team for a day

If your business serves anyone under 35, this is essential listening. Georgia is warm, wise, and wonderfully honest — a reminder that good service isn’t complicated. It’s just human.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

Send us a text

Teenagers are shaping the future of retail - faster, louder, and more opinionated than ever before.

In this episode, Karen chats with Maisie (16), who gives us a brilliantly honest glimpse into how teenagers shop in 2025. From impulse buys and TikTok trends to delivery expectations and bad website design, this conversation is packed with insight for any brand that wants to actually understand how younger generations buy, judge, and share.

We talk:

• Why Shein wins on price but loses on trust
• What makes a brand feel “cool”
• Why bad customer service stops future sales
• Where Gen Z really shares brand feedback (hint: it’s not TikTok)
• And what Maisie would do if she ran her own brand for 24 hours

If you work in e-commerce, marketing, or customer experience — or just want to futureproof your business - this is the episode you didn’t know you needed.

Maisie is the daughter of one of the amazing team members at Live Chat Factory, and this is her podcast debut. She’s an absolute star.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

Send us a text

In this episode, Karen sits down with James Sturdy, the creative force behind Yorkshire Handmade Pies and Homemade Pizza Club. From touring as a musician to running one of the UK’s fastest-growing e-commerce food brands, James shares his unexpected journey into entrepreneurship, the challenges of scaling a handmade product, and why customer experience remains front and centre.

They chat about:

• What sparked the move from music to pies
• Building trust with customers online
• Supporting British farmers and local supply chains
• The power of live chat in growing an e-commerce brand
• Balancing tech, logistics and human connection

This is a story about passion, resilience, and never compromising on quality. If you run a product-based business or care about standout service, you’ll love this conversation.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️