Web Summit returned to Lisbon for its 16th edition, welcoming more than 70000 attendees from across the global technology, retail, and investment sectors. The event brought together over 1000 speakers and showcased emerging trends shaping the future of digital commerce.
This year, social.plus CEO Francesca Gargaglia was invited to speak on the Commerce Stage, where she presented insights on the evolving challenges and opportunities within the retail industry.
Full video of the session is available below.
Why Retention Beats Acquisition — Francesca Gargaglia (social.plus CEO) at Web Summit 2025
Keynote Overview
In her session, Francesca addressed the increasing pressure retailers face as customer acquisition costs continue to rise while consumer attention becomes more fragmented. She highlighted that a significant share of first time shoppers do not return, creating a growing need for brands to shift focus from acquisition to long term customer retention.
The keynote outlined how leading global brands are approaching this shift by developing community driven experiences inside their own applications. Examples included Nike, Starbucks, and Ulta Beauty, all of which have invested in building high engagement environments that strengthen loyalty, deepen customer relationships, and expand the role of first party data.
Francesca emphasised that retailers who create owned, authentic spaces for customers to interact with the brand and with one another are better positioned to drive sustainable growth and improve customer lifetime value.
social.plus at Web Summit
Throughout the week, the social.plus team engaged with leaders from retail, ecommerce, and technology organisations. Discussions centred on how brands can adapt their digital strategies to strengthen loyalty, create better post purchase experiences, and build more resilient customer relationships.
Web Summit 2025 offered an opportunity to share the social.plus vision with a global audience and continue conversations with companies aiming to future proof their customer engagement strategies.