Maximizing Customer Retention and Lifetime Value: Strategies for Scaling E-Commerce CX in 2026
The holiday season brings a massive spike in first-time shoppers, but turning those one-time gifters into repeat buyers is where brands truly win. With acquisition costs rising and competition fiercer than ever, retention has become the most important (and most overlooked) lever for profitable E-Commerce growth.
Join us for a virtual panel discussion where CX leaders and industry experts share the post-purchase strategies that actually drive retention. We’ll dig into how brands are improving support efficiency with unified helpdesks, personalizing subscription journeys to reduce churn, using direct mail to re-engage customers, and empowering CX teams to turn everyday conversations into long-term loyalty.
Featuring panelists:
• Geneva Slye – CX + Operations Manager @MATE
• Drew Hart – Strategic Partnership Manager @PostPilot
• Olivia Parker – Senior Partnerships Manager @Richpanel
• Sakshi Jain – Chief Growth Officer @Loop Subscriptions
• Andrew Stephens – Director of Team Operations @TalentPop
You’ll walk away with:
How smart helpdesk automation and self-service reduce ticket volume
Subscription tactics that boost retention (cancellation flows, dunning, personalized bundles)
Ways to re-engage customers through targeted direct mail campaigns
Practical workflows CX teams can use to increase repeat purchases
Real examples of personalized post-purchase touchpoints at scale
Whether you manage a growing CX team or lead an E-Commerce brand gearing up for 2026, this session will help you build a retention engine that keeps customers coming back long after the holiday rush fades.
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