In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and understanding customer expectations. Michael also discusses the key elements of a great customer experience, including on-site experience, shipping and delivery, and support. He highlights the need for clear descriptions, self-serve tools, and resolution-focused support.