From conversion to connection: Rethinking CX and post-purchase

Organized on 09 Sep 2025 / 10:00 AM PDT / 01:00 PM EDT / 07:00 PM CET

Cristina Nita

26 Aug 2025 / 5 Min Read

The customer journey doesn’t end at checkout—it’s where loyalty begins. 67% of returning customers spend more than first-timers. Yet research shows, three delivery delays can drive away 58% of your customer base, making post-purchase the real loyalty battleground.

This interactive panel brought together industry leaders from Riskified and Riverty to explore how merchants can transform the messy “second half” of the payment journey into a loyalty engine.

Discover how to:

Strengthen trust and margins in Europe by tackling fraud, returns, and policy abuse head-on
Keep your brand in control of the customer experience beyond checkout
Orchestrate proactive, branded post-purchase experiences that turn one-time buyers into lifelong advocates

Walk away with actionable insights, fresh data, and real-world strategies to help you bridge the gap from conversion to connection.

Agenda

Why post-purchase is the new loyalty battleground — and how much it impacts revenue and brand equity
How to keep your brand in control of the post-purchase journey with merchant-first strategies
How AI and automation can enhance loyalty and security without losing the human touch
Proven tactics to reduce churn from delivery delays, disputes, and poor post-purchase experiences

Presenters

Mélisande Mual

Publisher and Managing Director at The Paypers

Steven Piet

Product Lead – Checkout Payment Methods at Riverty

Ephraim Rinsky

Director of Product Marketing at Riskified

Keywords:

post-checkout conversion trust merchant AI and automation

Countries:

World

The Paypers is a global hub for market insights, real-time news, expert interviews, and in-depth analyses and resources across payments, fintech, and the digital economy. We deliver reports, webinars, and commentary on key topics, including regulation, real-time payments, cross-border payments and ecommerce, digital identity, payment innovation and infrastructure, Open Banking, Embedded Finance, crypto, fraud and financial crime prevention, and more – all developed in collaboration with industry experts and leaders.