State of operations experience management 2022: UK deep dive

Webinar summary

The post-purchase experience is a critical factor in customer satisfaction and retention, yet brands across different markets approach it in vastly different ways. In our latest Operations Experience Management (OXM) research, parcelLab analyzed 650 retailers, hundreds of online orders, and thousands of customer touchpoints to uncover key trends, best practices, and areas for improvement in post-purchase strategies.

This webinar presents a comprehensive look at how leading brands worldwide—featuring insights from H&M, Bose, IKEA, and Back Market—are optimizing their post-purchase experience to enhance engagement and drive loyalty. In this session, we explore high-level market comparisons as well as an in-depth analysis of the UK region, examining how brands in this market measure up against global benchmarks.

At parcelLab, we understand the stakes. Every year, our platform helps facilitate 155 million returns globally. Every 45 minutes, we enable 18,000 returns, providing invaluable insights into customer behavior and retailer challenges.

Gain exclusive insights into post-purchase tactics that set industry leaders apart, emerging trends that can give you a competitive edge, and the most critical areas to address right away to improve customer experience. Tune in for the full global perspective, or focus on the UK deep dive for tailored insights and actionable takeaways.