The session focuses on customer retention and repeat purchases in retail/e-commerce, and more specifically on how brands can use lifecycle automation to turn a first purchase into a longer-term customer relationship.

We’ll cover the main friction points that prevent customers from buying again — customer data and preferences, over-investment in acquisition vs. retention, making the second purchase easier, loyalty, reactivation, and omnichannel communication — and translate those into practical lifecycle journeys. The presentation also includes several concrete retail/e-commerce customer examples and results.