In this episode of How to Love a Customer, Anastasia Zdoroviak—former CX leader at DoorDash and Rappi, now Chief Customer Experience Officer at Snoonu—shares a personal story that perfectly captures what great CX really means. One night in Mexico City, her daughter couldn’t sleep because of mosquitoes. The stores were closed, delivery slots were full, and no quick fix seemed possible—until her own team unknowingly solved the same problem for thousands of users by analyzing failed search sessions and launching 10-minute deliveries from dark stores.

Anastasia explains how this “mosquito moment” became proof that data-driven empathy can transform customer pain into product innovation. She discusses how to build CX functions that reduce the need for support, why NPS isn’t enough, and how different cultures—from the U.S. to Latin America to the Middle East—define trust, communication, and “on-time” in completely different ways.

Tune in for insights on setting the right success metrics, balancing tech and human touch, and why the best CX goal is to make support almost unnecessary.