Inside the Post-Purchase Forum: Session Previews
The post-purchase experience is where customer loyalty, trust and long-term growth are won or lost. At the Post-Purchase Forum, October 15th in NYC, we’re bringing together leaders who are redefining what happens after checkout, turning everyday transactions into powerful brand moments.
Read on to get a glimpse of what’s ahead at the Post-Purchase Forum, and join us to be part of the conversation shaping customer experience.
Keynote: Compassion at Scale: How Chewy Built the Gold Standard in Customer Care
Speakers:
- Shiv Menon, Chief Customer Care Officer, Chewy
Chewy has become synonymous with legendary customer care. Think surprise pet portraits, handwritten notes and personalized touches that go viral for all the right reasons. But behind those memorable moments is a deliberate strategy: empathy at scale, powered by smart technology.
In this keynote session, Shiv Menon, VP & Chief Customer Care Officer at Chewy, will share how the company transforms customer care from a support function into a true competitive advantage. Attendees will learn how Chewy blends empathy with integrated tools to:
- Empower care teams to act in real time with compassion and autonomy
- Use technology and feedback loops to strengthen (not replace) the human element
- Turn routine post-purchase interactions into opportunities for loyalty and advocacy
- Build customer relationships that fuel retention and long-term growth
Shiv will also explore lessons learned along the way—what scaled beautifully, what didn’t and what the next era of post-purchase experiences might look like.
Panel: Unlocking Post-Purchase Potential: Monetization, Loyalty & the Rise of Commerce Media
Speakers:
- Kaitlin Hutchinson, SVP, Ecommerce, Authentic Brands Group
- Elizabeth Garry, VP, Ecommerce, North America, Pandora
- Caroline Covington, VP Digital, Blu Dot
- PJ Triboletti, Head of Strategic Partnerships, Commerce Media, Fluent
The post-purchase moment has emerged as one of the most valuable, and often overlooked, opportunities for brands to deepen relationships and drive growth. In this panel, leaders from Authentic Brands Group, Pandora North America, Blu Dot and Fluent will share how they’re transforming what happens after checkout into a long-term competitive advantage.
Attendees will hear how top brands are:
- Redefining loyalty in a competitive, experience-driven marketplace
- Turning transactional moments into opportunities for upsell, cross-sell and surprise-and-delight experiences
- Using data and overlooked signals to personalize engagement across diverse customer journeys
- Building incremental revenue streams through commerce media—without compromising trust or customer experience
The panel will also explore where brands are seeing traction, where friction still exists and how commerce media helps drive performance in a tough economic climate.
Keynote: Beyond the Mattress: Making Every Interaction Dream-Worthy
Speakers:
- George Hanson, EVP, Chief Digital Officer, Mattress Firm
What does it take for a 30-year-old heritage retailer to reinvent itself as a modern customer experience leader? Mattress Firm is showing the industry how bold innovation and customer obsession can turn even a legacy category into a loyalty powerhouse.
In this keynote, George Hanson will share how Mattress Firm is reimagining every stage of the customer journey. From AI-powered tools that help associates deliver smarter, more personalized service, to FirmCare protection plans with 90-second online claims and even two-hour mattress delivery through DoorDash, you’ll learn how the company is transforming the way customers shop and engage.
Attendees will gain insights into:
- How to balance digital transformation with a deeply human retail experience
- The cultural and operational shifts needed to move from selling products to delivering experiences
- How bold bets, like lightning-fast claims and on-demand delivery, translate into loyalty, trust and growth
- What “post-purchase excellence” really looks like, and how to measure it
Whether you’re looking to scale empathy with technology, unlock new revenue streams or transform customer service into a competitive advantage, the sessions are designed to spark ideas you can bring back to your business.
Don’t miss your chance to be in the room with executives who are building the future of post-purchase excellence. Apply today to secure your spot at the Post-Purchase Forum, October 15th in NYC.
