Meriel Neighbour

Global Transformation Director River Island Clothing

Agenda Day 2

11:30 AM Returns of the Future: Operational Cost to Loyalty Engine

Wrong size, wrong style, wrong fit. As e-commerce continues to increase

its share of the market and younger generations turn to Google before

they even consider venturing in-store, ensuring customer satisfaction has

become increasingly complex.

As brands continue to define where they stand in the ‘Great Returns Debate’,

it’s becoming clear that quick, easy and frictionless returns are as much a

CX opportunity as an operational cost.

• Why speed and convenience matters: unlock faster refunds, simpler selfservice initiation, and more flexible return options to build trust and reinforce

loyalty

• Turning insights into actions that reduce future returns, improve product

accuracy, and ensure the returns experience matches your customer

experience

• To charge or not to charge: Navigating the shift from free to paid returns

and its impact on loyalty and retention

Check out the incredible speaker line-up to see who will be joining Meriel.

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