For eCommerce leaders, CRM managers, CX specialists, and digital marketers who want to strengthen customer relationships and drive loyalty by optimising the full post-purchase journey

In this session, their Post-Purchase Specialist shares how the brand blends personalisation, data, technology, and service to create a post-purchase experience that keeps customers coming back. From AR-powered virtual trials to highly personalised loyalty programmes, learn how Estée Lauder turns every order into an opportunity to deepen trust and build lifetime value.

What you can expect to takeaway:

- How personalisation powered by customer data drives relevant post-purchase engagement

- The role of loyalty schemes in rewarding repeat purchases and deepening customer connection

- Multi-channel communication strategies that support customers across digital and physical touchpoints

- How AR virtual trials reduce buyer uncertainty and drive satisfaction even after purchase

- Balancing convenience with high-touch service online and in-store to create a seamless brand experience

- Practical steps to address sustainability challenges in packaging and shipping within the post-purchase process