Angela Lane

Angela Lane

Director, eCommerce Omega
Angela Lane

Monday, August 10: Summit Day

3:45 PM Loyalty: Panel: Beyond the Checkout: Reinventing Post‑Purchase Experiences to Drive Retention and Advocacy

Post-purchase moments are make-or-break for turning one-time buyers into lifelong advocates, yet most brands treat them as an afterthought amid the rush to acquire new customers. With rising expectations for seamless delivery tracking, effortless returns, and personalized upsell opportunities, smart retailers are redesigning these experiences to boost retention, satisfaction, and word-of-mouth referrals. In this panel, retention experts unpack strategies for crafting frictionless post-checkout journeys—from proactive communication and loyalty perks to data-driven re-engagement—that transform transactions into lasting relationships.
  • Understanding why retention now depends on the moments after purchase, not before
  • Designing frictionless post‑purchase experiences that build brand trust
  • Leveraging AI and predictive data to anticipate needs and personalize follow‑ups
  • Transforming service recovery and returns into moments of delight
  • Building emotional loyalty through post‑purchase communication, content, and community

Wednesday, August 12

2:25 PM Track 3: Women In eTail Leadership Panel and Networking Event

Join us for a dynamic session where top women leaders in eCommerce share their experiences and insights on thriving in the digital retail space. From AI marketing strategies to customer experience optimization, you'll get practical tips and inspiration to help you grow in this fast-paced industry. Plus, stick around for some great networking opportunities to connect with like-minded professionals and build new relationships that can help take your career to the next level.

Check out the incredible speaker line-up to see who will be joining Angela.

Download The Latest Agenda