Associate Director, Customer Experience
Caraway Home
Nancy Gurd, Associate Director of Customer Experience at Caraway, is a powerhouse at transforming CX challenges into growth opportunities. With a background in customer advocacy, she crafts innovative strategies that enhance agent well-being and deliver seamless, human-centric digital experiences. Specializing in e-commerce and CX leadership, Nancy is passionate about creating genuine connections and ensuring every customer interaction is effortless and impactful. Her expertise lies in solving complex CX challenges with creativity and precision.
10:15am - 10:45am
Expo, Level 3, Expo Stage 3
More often than not, retailers check out at check out. Many brands struggle with fragmented communication, operational inefficiencies, and missed revenue opportunities due to a lack of strategic focus on this critical stage of the customer journey.
This session will take you beyond the challenges, diving deep into actionable strategies for breaking down silos and elevating the post-purchase experience. You'll learn:
The pitfalls of a siloed approach to post-purchase
How to foster cross-functional collaboration for a seamless customer journey
Key steps to optimizing post-purchase communication and operations
Strategies for leveraging the post-purchase phase to increase customer lifetime value and reduce churn.
Discover how leading brands are conquering silos and transforming the post-purchase experience into a strategic advantage for peak performance. Don't miss this session if you're ready to take your customer experience to the next level.
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