Product Marketing Intern

Loop uses AI to transform retail returns experience. Samir Kamnani, Senior International Programme Manager at Loop, specializes in helping retailers leverage technology to enhance the returns and post-purchase experience. With a background in product marketing and computer information systems from Chapman University, Kamnani has transitioned from Spireon to ecommerce and retail technology, focusing on balancing customer experience with profitability at Loop. Loop's ai-driven approach to returns management. Loop operates as an operations platform centered on retention, enabling brands to build customer confidence throughout the shopping journey. The company emphasizes simplifying the post-purchase experience, including tracking, returns, exchanges, protection, and customer support, transforming these touchpoints into opportunities for engagement. Trusted by over 5,000 brands, Loop has processed more than 100 million returns and offers tools like Workflows, Instant Exchanges, Shop Now, Checkout+, and Bonus Credit to reduce costs and increase customer lifetime value. Loop's competitive edge lies in its proprietary AI engine, trained on data from over 200 million shoppers, 100 million returns, and 1.4 billion shipments. This enables retailers to predict consumer behavior, encourage exchanges, and identify fraudulent activities. A recent report, The Returns Revenue Gap, revealed that 55% of British shoppers have abandoned purchases or stopped shopping with retailers due to returns policies, highlighting the direct impact on revenue and loyalty. Implementation focuses on seamless integration with existing ecommerce infrastructure, with success measured through metrics like exchange adoption, retained revenue, and refund rates. Best practices involve using data to understand return reasons and guide next steps. Challenges and opportunities in UK retail for 2027. UK retailers face pressure to protect margins while meeting consumer expectations for convenience. Fraud is another growing issue, as 31% of UK consumers admit to providing inaccurate return reasons, while 56% of retailers still rely on manual reviews to detect fraud. According to Kamnani, the opportunity lies in using data to manage returns intelligently - encouraging exchanges, reducing friction, and identifying risks. Loop aims to shift retailers from reactive to proactive strategies by leveraging AI to predict behavior, personalize experiences, and protect revenue. With 56% of retailers still using manual reviews for fraud detection, there is significant potential for technology adoption to streamline processes and enhance retention. Strategic partnerships powering Loop's ecosystem. Loop's effectiveness stems from its extensive network of over 6,000 partners across the ecommerce ecosystem. These collaborations include marketing and development agencies, logistics providers, and technology platforms that brands depend on for seamless operations. Key partners in the UK, such as Vervaunt, Domaine, and VisualSoft, specialize in enhancing the pre-and post-purchase experience through strategic expertise. Technology integrations with Shopify, Klaviyo, and Gorgias enable Loop to embed its AI-driven tools directly into retailers' existing systems. Shipping and fulfillment partnerships with OpenBorder, Sendcloud, and Global-e further streamline cross-border returns and reverse logistics, reducing friction for international shoppers. The company's 120 technology integrations showcase its commitment to interoperability. These partnerships allow brands to combine Loop's retention-focused platform with tools that optimize marketing, inventory management, and customer support. By aligning with industry leaders, Loop empowers retailers to create cohesive customer journeys while maintaining operational efficiency. The collaborative approach ensures that brands can scale globally without overhauling their core infrastructure, a critical factor for retailers managing complex, multi-channel operations. AI expansion and proactive returns strategies. Loop is advancing its AI capabilities beyond product recommendations and fraud detection to forecast returns and personalize the customer journey. By analyzing data from every interaction, it aims to shift retailers from reactive processing to proactive engagement. Kamnani emphasizes that each return generates actionable insights, enabling brands to refine products, optimize inventory, and anticipate customer needs. This transformation positions returns as a strategic lever for retention rather than a cost center. The company's vision includes embedding AI more deeply into pre-purchase stages, using predictive analytics to identify high-risk returns before they occur. Early indicators from Loop's platform suggest that integrating AI into returns workflows can reduce manual reviews by automating decision-making for low-risk cases. With only 16% of retailers currently using AI for fraud detection, the potential for scalable, intelligent systems remains significant. Loop's goal is to turn every return into a data point that strengthens customer relationships and operational resilience. Research indicates that 76% of retailers acknowledge the returns experience's impact on loyalty, yet only 6% prioritize customer churn as a post-purchase challenge. Closing this gap requires retailers to adopt data-driven approaches that align customer satisfaction with business outcomes. Loop's tools, such as Workflows and Instant Exchanges, automate these strategies, ensuring that returns become a seamless extension of the shopping journey rather than an endpoint.

CX-News: oct 2, 2026 - AI assistant updates your CRM without being asked. Posted by: Brett Rush October 1, 2026 Customer Experience News is a weekly newsletter and video about the most important news and discussions for Customer Experience and Customer Support Leaders. Gorgias launches Gaia Hub as new home base. Gorgias, a conversational AI platform for ecommerce, announced Gaia Hub, a new home page that shows where support stands, what changed, and what needs attention. Routines and Shared Chats bring Gaia access to every role on the team, not just admins. Agents can now start automations and bring Gaia into a conversation directly from their own view, instead of routing that work through an admin first. A single home page also means a team lead can check support health without piecing it together across several screens. Teams should decide which roles get access to which routines before rolling this out broadly, since wider access to automations also widens who can trigger them. Front's MCP server goes live for every plan. Front, a customer communication platform, announced that its MCP server becomes officially available on all plans starting October 6, letting any AI assistant triage, reply to, and analyze Front conversations. The September release also adds Admin Copilot routing recommendations and a new ClickUp AI knowledge source. Teams already building AI workflows around Front move from a beta or workaround to a supported, general-availability connection point, which reduces the risk of a breaking change disrupting a production workflow. Admin Copilot's routing recommendations can also cut the manual work of deciding who should handle a given conversation. Teams relying on an unofficial or custom-built MCP connection should plan the migration to the official server before October 6, since Front's own integration points will take priority over workarounds going forward. Zendesk launches Custom Agents for unique workflows. Zendesk, a customer service platform, announced Custom Agents, a way for businesses to build AI Agents around work that is specific to their own operation rather than relying only on pre-built agent templates. Teams with a workflow that does not fit a standard template get a path to automate it directly, instead of waiting for Zendesk to ship a matching pre-built agent or forcing their process to fit one that already exists. Building a Custom Agent still requires someone on the team to define the workflow clearly enough for the Agent to follow it, so teams without a documented process may want to write one down before attempting to automate it. Guru's Quality Agent catches duplicate content. Guru, a knowledge management platform, announced that its Quality Agent can now be given a plain-language rule to catch near-duplicate cards during a routine quality pass and unverify them automatically. Each flagged card points to the match it duplicates, so cleanup starts with a clear reason instead of a blank search, saving the person doing knowledge maintenance from tracking down the original themselves. Knowledge bases that have grown through several authors or an acquisition are the most likely to benefit, though teams should review the first batch of flags before trusting the rule to run unattended. Notion joins OpenAI Marketplace as launch partner. Notion, a workspace and knowledge platform, announced it is a launch partner for the new OpenAI Marketplace, letting teams put part of an existing OpenAI spend commitment toward their Notion usage. Teams that have already committed budget to OpenAI get a way to apply some of that spend to a tool they are already using, rather than treating the two budgets as separate line items. Finance and procurement teams should confirm how much of an existing OpenAI commitment qualifies before assuming the full amount transfers over. Featurebase turns customer calls into feedback. Featurebase, a customer support and feedback platform, announced that sales and support calls can now automatically become product feedback entries. Feedback that used to sit buried in a call recording or transcript now surfaces in the same place as every other piece of product feedback, without someone manually pulling it out after the fact. Teams should check how the feature identifies what counts as feedback within a call, since a poorly tuned filter could either miss real signal or flood the board with noise. Plain's Ari reads more knowledge and links GitHub. Plain, an AI support platform, announced that Ari can now read internal documentation behind JWT authentication rather than only GitBook, and sees a customer's tenant in context when answering. The release also customizes the thread sidebar layout per teammate, emails workspace owners when a webhook fails to deliver, and lets a GitHub pull request be linked to a thread by pasting its URL instead of searching for its title. Teams relying on internal docs behind a login wall get a way to put that knowledge in front of Ari without exporting or duplicating it elsewhere, and a failed webhook now surfaces immediately instead of silently breaking a downstream workflow. Teams should confirm Ari's access scope matches what each document's JWT permits, since broadening what Ari can read also broadens what it can potentially surface to a customer. Fin / Intercom lets teams merge duplicate user profiles. Fin / Intercom, a customer service platform, announced that a duplicate customer profile can now be merged into another directly from the conversation sidebar, with a preview of everything that will move before the merge happens. The feature includes a dedicated merge permission and a REST API endpoint in preview, so admins can control who merges profiles and automate the cleanup where needed, instead of leaving two incomplete customer records sitting side by side. Teams should assign the merge permission deliberately rather than broadly, since merging is not easily reversible once completed. HubSpot unveils Spotlight with a rebuilt Breeze. HubSpot, a customer platform, announced Spotlight at UNBOUND 2026 in Boston, headlined by a rebuilt Breeze Assistant that now takes action using a company's actual CRM data instead of only answering questions. Breeze also updates the CRM itself, logging calls, emails, and meetings automatically, and teams can now build their own Agents inside HubSpot by describing what they want, approving it, and tagging it into a workflow like a teammate. HubSpot also became the first CRM to integrate with ChatGPT Ads. Teams that have held off on custom AI Agents because building one felt like a developer project get a path to create one without writing code, and automatic CRM logging removes a chore that Support Specialists and sales reps have historically done by hand after every call. Teams should review what Breeze is permitted to update automatically before turning it on broadly, since an Agent that writes to the CRM on its own carries different risk than one that only answers questions. Now this is: Strategic support for CX Leaders. You've got ambitious Support targets and new metrics but you're not sure what to prioritize first. The list is long, the queue is getting longer, and you don't have time to step back and think about CX strategically. What if you could pressure-test your thinking with someone who's spent 20 years building Customer Support operations? No pitch, just a conversation.