Rachel Troke of New Look explores the evolving role of technology and customer experience within modern retail

Rachel Troke was the Senior Product Manager at New Look, and was invited to join ZigZag's premier returns event as a panellist on our Retailer Discussion on 'Building Smarter Returns for Your Customers'. The talk also featured other brands such as Boden and Scamp & Dude, and was hosted by TV Presenter and Consumer Journalist, Alice Beer.

In this interview, Rachel Troke discusses the evolving role of technology and customer experience within modern retail, with a particular focus on creating smoother, more efficient post-purchase journeys. The conversation explores how retailers are adapting to changing consumer expectations, improving operational processes, and using innovation to deliver a more seamless returns experience for customers.

New Look is one of the UK’s best-known fashion retailers, offering accessible and trend-led clothing, footwear, and accessories across womenswear, menswear, and teen fashion. With a strong high street and online presence, New Look has built its reputation on affordable style and customer-focused retail experiences, continuing to invest in digital transformation and operational efficiency to support millions of shoppers across the UK and internationally.

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Have you read New Look's Case Study?

You can find out more about how New Look revolutionised its in-store returns experience and started recouping the cost of returns in the full case study with ZigZag here >>

“With ZigZag’s returns solution, it’s really a different world. It is better for our customers, and better for us internally to manage...We would absolutely recommend ZigZag to any retailer that came asking." - Rachel Troke, Senior Product Manager, New Look

Are you interested in joining us at ZigZag's next event?

Returnsfest 2026

The Future of Post-Purchase & Returns Starts Here

📅 Date: Thursday 11th June 2026 🕒Time: 2pm

📍Location:  The WeWork Auditorium, York Road | Waterloo, London

Join us for ZigZag's flagship event and discover how leading retailers are transforming post-purchase and returns into a driver of customer loyalty, logistics efficiency, and profitable growth.

Trusted by over 1,000 retailers worldwide, ZigZag goes beyond software. We combine market-leading technology with a truly global, connected returns infrastructure - enabling seamless cross-border returns, greater operational control, and a superior customer experience.

At this event, we’ll show how forward-thinking brands are leveraging post-purchase as a competitive advantage - through smarter returns, stronger logistics networks, and experiences that keep customers coming back.