For Kirsty Keoghan, General Manager Fashion & Luxury EU at eBay, customer experience means looking at the full journey.

Speaking at DELIVER Europe 2026, Kirsty explained that her role covers the end-to-end proposition for eBay’s fashion and luxury customers. That includes buyers, consumer sellers and business sellers, each of whom needs different solutions and support.

Kirsty highlighted that the customer experience does not stop at the moment someone buys or sells an item. It also includes what happens when the item arrives, how the delivery feels and even the packaging or carton it comes in. For marketplaces, those moments can shape how customers perceive the whole transaction.

Reflecting on DELIVER Europe, Kirsty said the event brought together a wide range of businesses focused on different parts of that end-to-end experience. For eBay, that made it valuable to meet people working across delivery, packaging, sustainability and customer-facing solutions.

She also pointed to the importance of in-person connection. In a world where so much business happens online, DELIVER Europe creates space for real conversations, networking and relationship-building.

Kirsty also highlighted the Sustainability Lounge and the focus on circular solutions as a positive part of the event experience, especially for businesses thinking about the future of delivery and recommerce.