Customer Experience, Loyalty and Delivery in the Age of AI
The Royal Horseguards Hotel, London
Wednesday 17th March | 08:30 – 16:00
IMRG Post-Purchase Connect
Beyond the Checkout: Turning Customer Experience into Long-Term Growth
Securing a customer is only half the battle; the experience they get after that final click can determine so much about the potential for building longer relationships leading to return purchase, referral and even advocacy.
Now we are in a phase of ecommerce where AI is beginning to extend into every area of business, and post-purchase is a fascinating area that looks set to offer up excellent opportunities for improving customer experience, operational efficiency and cost-to-serve.
On 17th March, IMRG is bringing together the ecommerce community at Post-Purchase Connect 2027 to explore the strategies driving growth and operational efficiency in today's challenging market, and the role that AI can play in that.
Together, we'll discuss how retailers are evolving their approaches to key areas, including:
- Delivery promises and checkout UX
- Loyalty and rewards
- Retention and repeat purchase
- Managing customer expectations (speed vs cost)
- Delivery notifications and tracking experience
- Customer service and communication
- Subscription programmes
- Reviews and advocacy
- AI and personalisation after purchase
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Why Attend
Take time away from the day-to-day demands of retail to focus on an area of your business that can often be overlooked. With rising customer expectations and increasing pressure on margins, this is an opportunity to challenge existing approaches, gain fresh perspectives and return to your business with practical ideas to make every customer interaction count.
Explore strategies to encourage repeat purchases, strengthen customer relationships and turn satisfied shoppers into loyal advocates.
Understand how AI and personalisation can improve customer service, delivery experiences and operational efficiency.
Understand how emerging technologies are changing shopping behaviours and uncover opportunities to improve the customer journey.
Access IMRG's latest data on checkout conversion, shipping costs and the trends shaping post-purchase performance.
Exchange ideas, share challenges and discover what's working through interactive roundtables, retailer panels and focused 1:1 meetings.
Event Format & Venue
This full-day event brings together senior retail professionals for a combination of exclusive market intelligence, interactive discussions and valuable networking opportunities.
The day begins with registration and networking, followed by IMRG data presentations, hosted roundtables and short innovation spotlight sessions showcasing emerging technologies and solutions.
You'll also take part in five focused peer-to-peer meetings, designed to connect you with retailers facing similar challenges, alongside a retailer panel exploring post-purchase optimisation and an interactive Future of Post-Purchase workshop.
We'll finish with networking drinks, providing further opportunities to continue conversations and build relationships in a relaxed setting.
Am I eligible?
The event is free for IMRG Retail Members. To ensure a relevant experience for all attendees, limited free seats are available for non-members who meet the following eligibility criteria:
- Retailers who hold a manager-level position or higher within their organisation.
- Retailers who represent a retail business with an annual turnover of £2 million or more.
By adhering to these criteria, we aim to create an environment where attendees can network with peers facing similar challenges and opportunities.
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