What Happens After the Buy Button
Come dive into one day dedicated to all things post-purchase experience; from loyalty to costumer relationships and more.
Complete Agenda coming soon!
The Future of Customer Experiences
8:00 AM ET
Networking Breakfast & Registration
9:00 AM ET
Opening Remarks
9:15 AM – 9:45 AM ET
30min
Keynote Presentation: How Aritzia Brings Boutique-Level Service to Every Post-Purchase Touchpoint
Aritzia has built its reputation on highly personal, relationship-driven service and styling in its boutiques. As Aritzia is reaching an increasing number of clients online, Margot Johnson, Chief Digital Officer at Aritzia, will share how they deliver the same level of care, connection and confidence at digital scale. She will share how the brand is extending its service model beyond the boutique, creating a seamless experience across client touchpoints. Finally, she’ll explore how technology helps Aritzia stay personal, and why post-purchase moments deeply strengthen brand trust and consumer confidence, and how exceptional service is emerging as retail’s most meaningful competitive advantage.
Aritzia has built its reputation on highly personal, relationship-driven service and styling in its boutiques. As Aritzia is reaching an increasing number of clients online, Margot Johnson, Chief Digital Officer at Aritzia, will share how they deliver the same level of care, connection and confidence at digital scale. She will share how the brand is extending its service model beyond the boutique, creating a seamless experience across client touchpoints. Finally, she’ll explore how technology helps Aritzia stay personal, and why post-purchase moments deeply strengthen brand trust and consumer confidence, and how exceptional service is emerging as retail’s most meaningful competitive advantage.
Margot Johnson
Chief Digital Officer, Aritzia
9:50 AM – 10:10 AM ET
20min
Keynote: Less Dashboard, More Doing: The Next Post-Purchase Advantage
Post-purchase teams already have plenty of data. The challenge is turning it into action without spending hours digging through dashboards or figuring out what to do next. In this keynote, FedEx and parcelLab will share fresh research from a joint study on how a new generation of intelligent tools is shifting post-purchase from monitoring to doing, interpreting complex data, surfacing what matters and guiding teams toward the next move. Then, they’ll unpack with GOAT Group what that shift looks like in practice, where technology takes work off teams’ plates and where human judgment still matters. Attendees will also get an exclusive first look at parcelLab’s newest tool bringing this next era of post-purchase technology to life.
Post-purchase teams already have plenty of data. The challenge is turning it into action without spending hours digging through dashboards or figuring out what to do next. In this keynote, FedEx and parcelLab will share fresh research from a joint study on how a new generation of intelligent tools is shifting post-purchase from monitoring to doing, interpreting complex data, surfacing what matters and guiding teams toward the next move. Then, they’ll unpack with GOAT Group what that shift looks like in practice, where technology takes work off teams’ plates and where human judgment still matters. Attendees will also get an exclusive first look at parcelLab’s newest tool bringing this next era of post-purchase technology to life.
Gloria Seckler
Director, Operations Data & Strategy, GOAT Group
Julian Krenge
Founder & Chief Product Officer, parcelLab
Jason Brenner
SVP Digital Portfolio, FedEx
10:15 AM – 10:45 AM ET
30min
Panel: Trust Is the New Loyalty Program: Keeping the Brand Promise After the Buy Button
Post-purchase trust used to mean a decent return policy. Now it’s the whole brand promise: how much you tell customers before they ask, whether your AI actually knows your product and whether the answer is the same online, in-store or curbside. It’s also whether the package shows up when you said it would. Three brand leaders who’ve built category-defining loyalty on transparency and consistency discuss why the post-purchase experience isn’t a service function anymore. It’s the thing customers are actually buying into, built as much in the supply chain as on the sales floor.
Post-purchase trust used to mean a decent return policy. Now it’s the whole brand promise: how much you tell customers before they ask, whether your AI actually knows your product and whether the answer is the same online, in-store or curbside. It’s also whether the package shows up when you said it would. Three brand leaders who’ve built category-defining loyalty on transparency and consistency discuss why the post-purchase experience isn’t a service function anymore. It’s the thing customers are actually buying into, built as much in the supply chain as on the sales floor.
Melanie Travis
Founder & CEO, Andie Swim
Dave Bolotsky
Founder & CEO, Uncommon Goods
Katia Unlu
Chief Commercial Officer, Boll & Branch
Catherine Dummitt
VP of Marketing, Veho
Moderator
Liesel Walsh
Fractional Customer Leader & Advisory Board Member, CommerceNext
10:45 AM -11:25 AM ET
40min
Networking Break
11:25 AM – 11:45 AM ET
20min
Panel: How Post-Purchase Loyalty Turns Connection Into Growth
The moment after checkout is a critical opportunity to build connection, relevance, recognition and continued preference after the first purchase. Some monetization strategies create immediate value by directing customers toward another offer, experience, or brand. But they can also move attention, engagement, and future value outside the retailer’s own ecosystem. Loyalty offers a different approach: using the post-purchase moment to give customers a reason to stay connected, return, and continue choosing the brand. In this session, retail leaders will explore how brands can use programs, memberships, benefits and experiences to create an ongoing value exchange; keep post-purchase attention and engagement within the brand ecosystem; and balance immediate monetization with long-term customer value.
The moment after checkout is a critical opportunity to build connection, relevance, recognition and continued preference after the first purchase. Some monetization strategies create immediate value by directing customers toward another offer, experience, or brand. But they can also move attention, engagement, and future value outside the retailer’s own ecosystem. Loyalty offers a different approach: using the post-purchase moment to give customers a reason to stay connected, return, and continue choosing the brand. In this session, retail leaders will explore how brands can use programs, memberships, benefits and experiences to create an ongoing value exchange; keep post-purchase attention and engagement within the brand ecosystem; and balance immediate monetization with long-term customer value.
Sabrina Cherubini
Chief Marketing Officer, FullBeauty Brands
Interviewed by
Beth Weiner
CRO, ebbo
11:50 AM – 12:10 PM ET
20min
Fireside Chat: From Transaction to Relationship: Building the Next Purchase Before the First One Arrives
The first purchase is just the beginning. Jillissa Vinegra, Director of Retention at Trees.com, joins Klaviyo to explore how brands can turn post-purchase engagement into lasting customer relationships. From Customer Lifetime Value and repeat purchase rate to the signals hidden in the moments after a sales, they’ll unpack the metrics that reveal what’s really driving retention—and how teams can use those signals to shape smarter post-purchase strategies that keep customers coming back.
The first purchase is just the beginning. Jillissa Vinegra, Director of Retention at Trees.com, joins Klaviyo to explore how brands can turn post-purchase engagement into lasting customer relationships. From Customer Lifetime Value and repeat purchase rate to the signals hidden in the moments after a sales, they’ll unpack the metrics that reveal what’s really driving retention—and how teams can use those signals to shape smarter post-purchase strategies that keep customers coming back.
Jillissa Vinegra
Director of Retention, Trees.com
Ciana Abdollahian
Head of Customer Marketing, Klaviyo
12:20 PM – 12:50 PM ET
30min
Roundtables
Caroline McLaughlin
Sr. Director, Customer Experience, Macy’s
David Cost
Chief Digital Officer, Rainbow Shops
Jeff Gerstel
Chief Marketing Officer, B&H Photo
Rob Varon
VP, Digital, Jordan Craig
Sharon Carroll
Director of Customer Service, Rainbow Shops
Alexandra Alessi
VP, Ecommerce, Olaplex
12:45 PM – 1:30 PM ET
45min
Lunch
1:30 PM – 1:50 PM ET
20min
Keynote: The New Ecommerce AI Workforce: Turning Customer Conversations Into Commerce Outcomes
Ecommerce customers expect fast, relevant help at every stage of their journey, from product discovery and purchase to order tracking, returns and exchanges. NoBull’s Customer Service Director joins Zendesk’s Principal Sales Engineer for a fireside conversation about how NoBull is using Zendesk for ecommerce to connect customer context, AI and business systems. We’ll explore what they are prioritizing, where AI is creating the most value, and how they are building more connected experiences that support customer loyalty and growth.
Ecommerce customers expect fast, relevant help at every stage of their journey, from product discovery and purchase to order tracking, returns and exchanges. NoBull’s Customer Service Director joins Zendesk’s Principal Sales Engineer for a fireside conversation about how NoBull is using Zendesk for ecommerce to connect customer context, AI and business systems. We’ll explore what they are prioritizing, where AI is creating the most value, and how they are building more connected experiences that support customer loyalty and growth.
Bhav Raju
Customer Service Director, Nobull
Interviewed by
Renee Powell
Principal Sales Engineer, Zendesk
1:55 PM – 2:25 PM ET
30min
Keynote: How Ulta Turns Fulfillment Into a Customer Experience Advantage
Fulfillment is where supply chain strategy meets the guest experience. In this Keynote, Heather Lane, VP of Supply Chain Strategy & Systems at Ulta Beauty, will share how the retailer connects network strategy, inventory, technology and fulfillment to deliver for guests across an increasingly complex omnichannel network. The conversation will explore the fulfillment equation, balancing speed, inventory availability, capacity, service and cost, and how data and optimization enable smarter decisions about where inventory sits and how demand is fulfilled. Heather will discuss how Ulta Beauty is building a flexible, scalable supply chain that delivers a seamless guest experience and keeps the promises that turn a first order into lasting loyalty.
Fulfillment is where supply chain strategy meets the guest experience. In this Keynote, Heather Lane, VP of Supply Chain Strategy & Systems at Ulta Beauty, will share how the retailer connects network strategy, inventory, technology and fulfillment to deliver for guests across an increasingly complex omnichannel network. The conversation will explore the fulfillment equation, balancing speed, inventory availability, capacity, service and cost, and how data and optimization enable smarter decisions about where inventory sits and how demand is fulfilled. Heather will discuss how Ulta Beauty is building a flexible, scalable supply chain that delivers a seamless guest experience and keeps the promises that turn a first order into lasting loyalty.
Heather Lane
VP, Supply Chain Strategy & Systems, Ulta Beauty
Interviewed by
Farzana Nasser
Partner, Chameleon Collective
2:25 PM – 2:45 PM ET
20min
Networking Break
2:45 PM
Closing Reception