Shopify, CX and the Tech I Actually Recommend

I spend most of my time inside the Shopify platform. Around 90% of the brands I work with use it, it’s the go-to eCom platform for seven-figure DTC businesses for a reason.

A big part of my job is knowing what tech is out there, how it works, and who it’s best suited to. Because when I’m building out CRM and retention strategies for brands, there’s almost always a tech-shaped gap that needs filling.

And let’s be honest, the market is flooded. With so many apps and integrations shouting for attention, it’s no wonder brand teams get overwhelmed. That’s where I come in. I help them cut through the noise and figure out what’s actually worth their time and budget.

Below are two tech solutions I regularly recommend to my Shopify clients when the focus is on boosting customer KPIs and improving the experience for people who’ve already bought once — and who could be buying again.

Triple Whale
Before you can fix anything, you need to understand what’s really going on. That starts with data.

Shopify is getting better with in-platform analytics, but I always go a level deeper. Triple Whale gives eCommerce brands a clearer view of their performance, customer behaviour, and product patterns, all laid out in dashboards that are actually usable.

It answers questions like:
Who are your customers?
What are they doing?
Which products are being purchased together?

It also gives brands the ability to build automations and track what’s really driving growth. They’ve recently launched a tool called Sonar, too. It’s worth a look if you want even more visibility on your marketing performance.

Octane AI
I first worked with Octane AI in 2022, using their quiz tool to help a beauty brand guide customers to the right products. That quiz still gets referenced by their sales team — it performs that well!

Octane AI makes it easy to build smart, personalised experiences for customers. From quizzes to cross-sell strategies and product recommendations. It’s an easy win for increasing AOV and helping customers feel confident in their purchases.

It also integrates well with Klaviyo, so you can pull that data into your email marketing flows and use it to personalise campaigns properly. Not just first-name personalisation. I mean genuinely relevant messaging based on what someone needs and wants.

These are just two tools in a very big toolbox, but they’ve both played a key role in helping my clients make smarter decisions, drive retention, and improve customer journeys.

If you’re on Shopify and feeling like your CX or customer data could do with some attention, it might be time to take a fresh look at the tech you’re using and whether it’s still working for where your brand is heading.