From AI-Assisted Shopping to Repeat Purchase: Rethinking the Customer Journey 🛍️

​Acquisition costs keep climbing and loyalty is harder to earn. Yet many brands are still overlooking a big opportunity: the conversations customers are already having with them.

​Today, winning at checkout is only the first step. Discovery and purchase sit on one side, while support, returns and “where’s my order?” sit on the other. The brands pulling ahead are getting rid of that split. They’re building one connected experience where a delivery question can lead to a recommendation, a return can turn into an exchange, and every support interaction is a chance to grow the relationship.

​In partnership with Lyst, the CX Collective is bringing together retail and ecommerce leaders to explore:

• ​What a single, unified shopping experience looks like in practice

• ​How to turn support from a cost centre into a revenue driver

• ​Where AI fits in, and where it doesn’t

• ​What actually keeps customers coming back once the novelty of a first purchase wears off

​Expect an honest, practical conversation with peers who are working through the same challenges.

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