In this episode of Back Up to Level Up, recorded live at ShopTalk 2026 in Las Vegas, Janet Khoshaba sits down with Jack McLaughlin, Customer Success Manager at Shopify.Jack shares his journey into eCommerce and what it really means to support and scale some of the world’s fastest-growing brands on Shopify.From listening to customer challenges to navigating the rapid evolution of eCommerce (including AI), this conversation offers a practical look at what drives success behind the scenes.Key takeaways:

• What customer success actually looks like in ecommerce
• Why listening is the most important skill for solving problems
• How Shopify supports brands from startup to enterprise
• The growing role of AI in eCommerce operations
• Career advice: patience and strong communication skills matter

Whether you’re building a career in eCommerce or scaling a brand, this episode highlights the importance of understanding and solving real customer problems.

In this episode of Back Up to Level Up, recorded live at ShopTalk 2026 in Las Vegas, we explore one of the most overlooked challenges organizations face when adopting AI: data risk.As AI agents gain access to more systems and data, even small changes can have unintended, wide-reaching consequences.Key insights:Why over-permissioned AI agents can create large, unintended “blast radius” effectsThe hidden risk of AI modifying critical business data without clear visibilityWhy protecting training data is just as important as protecting live systemsHow the shared responsibility model shifts risk onto organizationsWhat companies need to consider before deploying AI at scaleAI is powerful, but without the right safeguards, it can introduce new layers of risk. This conversation breaks down what organizations need to understand to move forward confidently.

In this episode of Back Up to Level Up, recorded live at ShopTalk 2026 in Las Vegas, Janet Khoshaba sits down with Jamil Bhuya, Co-Founder of Otherhalf Studio, a Shopify-focused design, development, and branding agency.Jamil shares how he and his wife built a fast-growing agency by focusing on what most eCommerce businesses overlook: relationships.From working in the restaurant industry to building a high-performing, async-first agency, this conversation explores how human connection, brand-first thinking, and strategic use of AI can drive real growth.Key takeaways:

• Why relationship-building still outperforms cold outreach and AI automation
• How to grow through referrals in a crowded eCommerce ecosystem
• The shift from traffic acquisition to conversion optimization (CRO)
• How AI is changing workflows, but not replacing human connection
• Why lean, async teams can move faster and deliver better results

If you’re an eCommerce founder, operator, or agency builder, this episode is packed with practical and refreshing insights on what actually drives growth today.