Wayfair is a leading global e-commerce company specializing in home goods, with over 30 million products and 21.4 million active customers across North America and Europe, generating $11.9 billion in annual revenue.

Most organizations focus on the customer journey before purchase, but at Wayfair, the real CX challenges begin after the transaction. From managing accounts and deliveries to returns and problem resolution, the post-purchase experience is where loyalty is won or lost.

In this session, Lariane Rossanese, Global Head of Product Design for Wayfair’s Supply Chain Network, Enterprise & Service Tech, will share how her team is reimagining the post-purchase journey from the ground up. She will discuss how they map pain points, prioritize tech investments, and drive cross-functional alignment to deliver meaningful customer outcomes. Join this webinar to learn how CX design, powered by data and UX strategy, can transform the post-purchase experience.