In today's episode, we're joined by Curt Graff, SVP at VGM Fulfilment. 

We learn how VGM has elevated its Customer Experience proposition by leveraging parcelLab's Post-Purchase flexibility to deliver a better end-to-end experience for its customers.

We also learn how to use process mapping as a foundation for enhancing your Post-Purchase experience, and about how VGM uses parcelLab not only as a Post-Purchase experience provider but also a data platform.

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In today's episode, we're joined by Breanna Moreno, VP of Customer Experience at True Classic, recorded live on the conference floor at ShopTalk 2024 in Las Vegas!

Breanna joins us to discuss how True Classic pivoted from being a cost center in Customer Services to becoming a revenue-generating machine.

We also learn how True Classic's culture is crucial for the scalability of the Customer Services operation, whilst discussing how you can get bigger and better outcomes with less resource.

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In today's episode, we're joined by Logan Dunn, Head of E-Commerce at Wyze, recorded live on the conference floor at ShopTalk 2024 in Las Vegas!

Logan talks to us about social media and the role that TikTok is playing in really transforming third-party e-commerce.

We also talk about scalability and commerce platforms, something that Logan knows a huge amount about. We also, of course, spoke a little bit about the post-purchase experience and why that's such a special part of the journey for a Wyze customer, as well as the techniques that Wyze is using to re-engage with their customers.

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In today's episode, we're joined by Jana Soppa, Head of Carrier Integration at parcelLab.

Listen now as host Angus Knights talks to Jana about her time working as a Returns Leader at Decathlon, the challenges of scaling logistics in a fast-growing business, how to shift your mindset from thinking about processes to experience, and her advice on how retailers, carriers and software vendors can work together to create a lasting experience for their customers.

Music: "Bill Dithers" by Dan Moross

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In the first ever episode of Delivering Success, we're joined by Rachel Troke, Senior Product Manager at New Look, and Martin Weis, Global E-Commerce Operations Manager at Stokke, to explore the world of e-commerce returns.

Our guests discuss the expectations that online shoppers have from a returns experience, and the cost - to retailers - of not getting that experience right.

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