Tina Nielsen is a customer experience leader known for translating complex customer signals into strategies that drive measurable impact. She partners closely with global support teams and cross-functional leaders to turn insights into action, shaping experiences that strengthen both customer loyalty and operational performance. With a focus on the intersection of data, behavior, and emerging technology, Christina is particularly interested in how AI can elevate customer experience without losing the human touch.
Monday, August 10: Summit Day
4:05 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
Check out the incredible speaker line-up to see who will be joining Tina.
Download The Latest Agenda