Up Close is Sourcing Journal’s regular check-in with industry executives to get their take on topics ranging from their company’s latest moves to personal style. In this Q&A, Anisa Kumar, CEO of post-purchase experience platform Narvar, discusses the value of “beyond buy” engagement and what is driving a growing need for shipping protection.
Name: Anisa Kumar
Title: CEO
Company: Narvar
What should be the apparel industry’s top priority right now?
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Transforming the post-purchase experience into a strategic lever for loyalty and revenue growth. As retailers grapple with economic pressures—tariffs, increasing return-related costs and margin squeeze—the opportunity is clear: Optimize what happens beyond the buy. Post-purchase is no longer just operational; it’s where brand loyalty is reinforced, consumers are retained and future purchases are won. Apparel brands that treat returns, delivery updates and issue resolution as growth channels—rather than cost centers—will be the ones that thrive.
What innovation or development holds the greatest potential to improve operations in the apparel and textile industries?
Shipping protection is emerging as one of the most impactful levers for improving both operations and consumer satisfaction in the apparel space. As delivery volumes grow, so do instances of theft, damage and claims-related fraud—all of which drive up operational costs and erode margins. Shipping protection offers a win-win: It gives consumers peace of mind while helping brands reduce claim-related support costs, automate resolution workflows and even unlock new revenue.
Tell us about your company’s latest product introduction:
Narvar Secure is a shipping insurance solution that lets consumers protect their orders from loss, theft or damage during delivery—and gives retailers a new way to build trust while driving incremental revenue. Secure helps reduce delivery-related anxiety by covering eligible orders and guiding consumers through a simple, self-service claims process if something goes wrong. For retailers, it offloads claim payouts to a licensed insurance partner and creates a high-margin revenue stream by sharing in the protection fees.
How would you describe your corporate culture?
Narvar’s culture is rooted in curiosity, accountability and a shared obsession with the consumer experience. We move with purpose and humility, always asking: How can we make things simpler, smarter and more personal—at scale? As we evolve from product-led to platform-led, we’re intentionally cultivating a team that’s bold about innovation but grounded in operational excellence. Our people care deeply about building trust, both with our customers and each other. That sense of ownership and empathy is what keeps us ahead in a fast-moving industry.
What’s the best decision your company has made in the last year?
The most impactful decision we made was embedding advanced intelligence across our platform with the launch of IRIS (Intelligent Retail Insights Service)—our AI and data engine that analyzes more than 42 billion consumer interactions annually. Rather than a standalone product, IRIS powers the entire Narvar platform by turning real-time signals—like delivery status, consumer behavior and historical fraud patterns—into actionable insights. This intelligence enables retailers to make smarter decisions: routing returns more efficiently, detecting delivery claim fraud and personalizing post-purchase experiences based on trust signals. It’s how we’re helping brands transform operational pain points into loyalty- and revenue-driving moments.
Where do you look for personal style inspiration?
I’ve grown up in retail, so I genuinely love the discovery process—finding new brands, uncovering unexpected pieces and connecting with fashion that tells a story. My inspiration comes from everywhere: boutiques I visit while traveling, editorial platforms and digital channels like Instagram and Pinterest. I also appreciate how AI-powered recommendations help refine my search and introduce me to emerging designers that align with my style. I’m especially drawn to pieces that celebrate my Indian roots, whether through rich textiles, modern silhouettes or the occasional Bollywood flair. In many ways, how I dress mirrors how I lead: thoughtful, expressive and always evolving.
What are the top three product attributes that you factor into your purchasing decisions?
First is quality and fit. I look for pieces that feel good, wear well and support how I move through the day. Second is brand values. I care about sustainability, ethical sourcing and whether the brand stands for something meaningful. Third is experience. From the moment I discover a product to when it arrives—or needs to be returned—I expect the process to be simple, clear and well-designed. When brands get that right, it creates a level of trust that keeps me coming back. That’s how loyalty is built today.
What is a retail experience that stands out to you?
One standout experience was a return I initiated with a premium fashion brand. Despite loving the brand, the process felt like an afterthought—confusing policy language, multiple touchpoints and no proactive communication. It reminded me how even the most curated pre-purchase journeys can fall flat if the post-purchase experience isn’t just as intentional. That’s where trust is either deepened or lost. It reaffirmed why Narvar exists: to make sure brands deliver on the promise they made at checkout—all the way through resolution or return.
What keeps you up at night?
Retailers are under more pressure than ever—shrinking margins, increasing fraud and rising consumer expectations. What worries me is how many brands still treat the post-purchase experience as an operational necessity instead of a strategic advantage. In a world where trust is currency, leaving that part of the journey unoptimized puts long-term loyalty and profitability at risk. That gap between consumer experience and operational capability is where revenue quietly leaks out and where I believe the next wave of innovation must focus.
What makes you most optimistic?
The resilience and creativity I see across the retail industry. From global brands to fast-scaling startups, retailers are no longer afraid to rethink the fundamentals especially around returns, fulfillment and personalization. I’m especially encouraged by how many are now investing in intelligence: not just data collection but insights that drive meaningful decisions. When I see customers using Narvar to deliver proactive, personalized and even revenue-generating experiences beyond buy, it reminds me that the future of retail is still being written, and it’s going to be smarter, more seamless and more human.
