With consumer expectations for personalized and memorable experiences higher than ever, each user interaction is a make-or-break moment for brands. But loyalty still remains key, and retaining your current customer base is integral to unlocking higher ROI and driving strong long-term business outcomes. However, without the right technology and strategies, brands may be forced to scramble to keep consumers from leaving, instead of steadily building on acquisition gains over time.

At Web Summit 2022, Jon Hyman, Cofounder and CTO at Braze, sat down with Gali Arnon, CMO at Fiverr, to explore the challenges and opportunities brands face when it comes to customer loyalty. In this session (moderated by Marty Swant, Senior Reporter, Marketing & Technology, Digiday), Jon and Gali discussed how top brands can build strong relationships with their customers to prevent churn, and what tactics organizations should use to keep those customers engaged for the long term.

Want to take your retention strategy to the next level? Check out Modern Customer Retention: What You Need to Know for an in-depth look at all things retention.