Rosie Duffy

Rosie Duffy, Head of Customer Care at luxury brand ME+EM, and Hannah Bennett, Head of Digital at Paul Smith, delve into the power of post-purchase communication as a key driver of customer lifetime value. They discuss the importance of a robust tech stack and personalized customer experiences, emphasizing loyalty's connection to post-purchase strategies. The duo highlights the benefits of AI and optimized returns processes, showcasing how these elements can enhance customer satisfaction and retention.