The retail CX goldmine: The post-purchase experience

Retail brands are obsessed with the purchase journey—but what happens after the customer clicks "buy"? Too often, they’re left in the dark, leading to rising churn, flat CLTV, and skyrocketing support costs.

Join Zack Hamilton, renowned retail and eCommerce strategist, as he explains why ‘post-purchase’ is the most under-leveraged part of the customer journey—and how you can turn it into a competitive advantage.

In this live session, Zack will:

• Expose where brands fail in post-purchase CX (and why leadership keeps missing it)

• Map a real post-purchase journey, highlighting key friction points in comms, transparency, and support

• Show how journey management transforms data chaos into action

• Reveal why post-purchase should be a revenue driver—not just a cost center

Learn what it really takes to earn loyalty, drive repurchase, and reduce cost-to-serve because post-purchase is where customers decide if they’ll come back—or never shop with you again.