Michelle Kelly

Michelle Kelly

Michelle Kelly is a retail expert at 8×8 specializing in vertical marketing, retail strategy, and go-to-market planning. She translates complex technology into simple, human stories and turns buyer and industry insight into clear, actionable strategy across CCaaS, UCaaS, and AI for CX. Michelle brings deep experience in digital, ecommerce, UX, and cross-functional enablement to her work.
Merchandising
Stop Fighting Returns, Start Using Them to Build Loyalty
February 18, 2026 at 12:51 pm

For customers, returns are often when customer experience and loyalty is really tested. A confusing process, long wait times, or inconsistent answers can undo months of brand trust in minutes. Unfortunately, returns are a simple fact in retail. Post-holiday returns may spike in January, but the pressure they create extends throughout the entire year. The…