20Growth: How Wix Built a $100M Marketing Machine | Why LTV is BS and Why Time Return On Investment is the Most Important Metric | How to 10x Your Growth: What is the Next Great Channel with Omer Shai, CMO @ Wix

**Omer Shai** (0:00)
Marketing is investment. I never used lifetime value. When you're doing 10 things, you can be amazingly well in 3 things. In another 3, you're going to be okay. And in 4, you're going to fail. We need to go back to the roots of bringing people with zero knowledge about marketing. I paid half a million dollars for the voiceover. It was fucking stupid idea that I had.

**Harry Stebbings** (0:26)
This is 20 Growth with me, Harry Stebbings. Now, in the episode today, we have a legend of the growth world, CMO at Wix for the last 18 years. Omer Shai is one of the OGs. I learned more from this episode of 20 Growth than almost any other episode of 20 Growth, including why time return on investment is the most important metric for growth leaders today and how he manages, as granular as possible, his $100 million marketing budget at Wix today. This was an incredible show. Get your notebooks out, ready to take some notes. But before we dive into the show today, if you're looking for a way to transform your customer service, let me introduce you to Finn, baby. Finn is the number one AI agent for customer service, resolving up to 93% of customer queries automatically. There is no other agent that can do that, not 93% of customer queries, okay? No other agent can do that. So why choose Finn? Finn is the best performing AI agent for CS. Finn doesn't just answer questions, it takes actions, it automates the most complex customer queries, like refunds, transaction disputes, technical troubleshooting with speed and reliability. I wish my team was speedy and reliable, beats every competitor in every head-to-head bake-off, completely configurable and code-optional setup. My word, I mean, the benefits just go on and on, it's easy and efficient implementation, it works on any help desk with no tedious migration needs. It's trusted by over 6,000 customer service leaders, including top AI companies like Anthropic, Lovable, Synthesia, Clay, Vanta. So if you're ready to transform your customer service team, scale your support and give team members time to focus on the really high-level strategic work, learn more about FIN at fin.ai/20vc.
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**Omer Shai** (4:48)
You have now arrived at your destination.

**Harry Stebbings** (4:51)
Omer, I'm excited for this dude. Listen, I stole the shit out of you with Michael Eisenberg, with Maor, with many of your board. So thank you so much for joining me today, dude.

**Omer Shai** (5:02)
Thank you very much. Really happy to be here. You know, I'm a fan of your show.

**Harry Stebbings** (5:06)
Dude, flattery will get you everywhere. One thing that I want to start with is I hear that you've got some news. And so can you tell me what the news is and go back a little bit to a time last year when that idea originated?