Straight to CX Prison. Humii’s Mareile Osthus on the Mistakes Costing Retailers Customers

Mareile Osthus runs 500 to 700 mystery shops a week. What surprises her most is when the basics don’t work. Mareile led buying at Zalando and THE ICONIC before founding Humii , which sends real mystery shoppers through online stores from search to refund. Humii’s data now powers the Online CX Index with Inside Retail. In this episode: Functionality, transparency, expectations - the three things behind every great online experience Chatbot obstruction - why bots now cause 7% of site abandonment, up from 3% Click your own links - the basics to check before Black Friday Planning your holiday trading? Grab Shopify’s Holiday Retail 2026 report. Read the report | Download the Australian version Connect with Mareile Osthus Explore Humii Subscribe to the Add To Cart newsletter SMS us to Suggest a Guest Connect with Nathan Bush Join the Add To Cart Community

Straight to CX Prison. Humii’s Mareile Osthus on the Mistakes Costing Retailers Customers | #681