Innovators in Commerce & Delivery: Recent Episodes
Fluent Commerce
Innovators in Commerce & Delivery brings a fresh perspective—and some fun—to the world of ecommerce. Join host Jamie Cairns, a 20+ year industry veteran, as he chats with some of the top innovators and thought leaders from leading brands and businesses in the space. Welcome to Innovators in Commerce & Delivery!
In this episode, Jamie speaks with Kevin Bube, Vice President, Technology at enVista, about how companies are rethinking digital transformation with a more agile, strategy-first mindset.
Many organizations struggle with challenges like inaccurate inventory visibility, rising freight costs, and a growing number of WISMO (Where Is My Order) inquiries. To combat this, Kevin shares more about the shift to a composable approach and the advantages companies gain from adopting it.
We also cover:
* What to consider before launching an OMS project, including the business case, company culture, and project management support
* Where AI is already delivering results and key opportunities for the future
* Why flexibility and speed are becoming key competitive advantages in modern commerce
In this episode, Jamie speaks with Myles Bunbury, Vice President of Consumer Solutions at Intellias, about the challenges DIY retailers face today.
DIY customers expect fast delivery—and a larger selection of products than ever. Some store locations are transitioning to warehouses to keep up with demand. In all of this, retailers need to know exactly what’s in stock so customers can get what they need, especially in the midst of projects. We also cover:
* The rise of Retail 5.0—creating a connected, customer-centered shopping experience across multiple devices and channels
* The importance of data-driven shopping experiences
* The evolution of "communities of dreams," and how this concept changes how consumers approach home improvement
For more on how to master fulfillment in the DIY market, get your copy of the eBook Jamie mentions during the episode.
In this episode, we are joined by Patrick Lagace, Senior Director of Information Technology at Psycho Bunny. With three decades of experience in the retail industry, he has been instrumental in driving digital transformation at his company.
Patrick dives deep into his journey, the rapid growth of Psycho Bunny's retail presence, and the challenges around scaling a business from 18 to 99 stores.
We also discuss:* How to define success in IT and retail settings * The key components for a successful omnichannel retail strategy * Challenges around data accuracy and availability of skilled resources
AI, digital innovation, and data-driven insights have changed how the retail operates after the pandemic. And with any transformation, adaptation must follow.
In this episode, we’re speaking with Myles Bunbury, Vice President of Consumer Solutions at Intellias. Myles discusses how consumer behavior and spending patterns in retail have shifted, the rise of digital devices, and the transformative impact of AI, IoT, and drone delivery. He also emphasizes the importance of bringing forward-thinking strategies to the forefront when rethinking business in a post-pandemic world.
We also cover:* The evolution of PIM systems and the transformative role of AI in expanding their use cases. * The critical role of data governance in enhancing organizational agility. * How geolocation-based and drone delivery are set to revolutionize logistics, offering precise and flexible delivery options.
What can we expect for the future of retail? Are we on the right track to succeed?
To address these questions, we are joined by Zach Zalowitz, Principal, Order Management Practice at Perficient, and a wealth of knowledge in the retail industry. Zach explores the profound impact of AI and hyper-personalization on consumer engagement and the essential shifts retailers need to make to stay competitive. He offers valuable insights into the challenges and opportunities in modernizing order management, achieving business optimization, and the critical importance of aligning business models with evolving customer behaviors.
We also discuss:* How AI can enhance customer engagement and disrupt traditional retail models. * The "Now New Next" tool for promoting business model shifts. * Using market events as a catalyst for changing retailers' mentality.
Amazon reshaped the ecommerce scene, so how can small and mid-sized businesses hold their own against retail giants?
To dive into this topic, we’re joined by Joshua Rich, E-commerce Operations Lead at Freedom Furniture Australia, the country's top furniture and homewares retailer. Joshua explains why small and mid-sized businesses should focus their energy and budgets on diversifying and making their value proposition out of their last mile instead of fighting the giants. He also unveils the strategies behind their game-changing order management system, designed to optimize inventory and fulfillment processes while balancing cost and customer satisfaction.
We also discuss:* The impact of the COVID-19 pandemic on the home furnishing industry * How Freedom Furniture has excelled in delivering exceptional customer experiences by integrating cutting-edge technology and logistics solutions * The importance of leveraging data analytics to enhance last-mile delivery services * Why leaning into complexity is key to building successful retail marketplaces
Many brands frequently discuss customer centricity, but do they genuinely understand its essence?
In today’s episode, we are joined by Carla Komberg, Senior Marketing Manager of the DACH Region at Fluent Commerce. With extensive experience in client-side marketing, Carla shares how bringing all employees closer to the company’s clients can foster a sense of trust, ultimately leading to successful customer-centric brands.
We also discuss: * Why investment priorities need to shift from customer-facing elements to building a comprehensive customer experience, including backend improvements. * The importance of a diversified marketing skillset that facilitates cross-functional work within organizations. * Carla’s approach to managing resources for advertising campaigns and the common mistakes made before launching an ad.
In this episode, we are joined by Greg Randall, Managing Director & Senior Digital Strategist at Comma Consulting, the author of ”Improve Customer Experiences to Drive Online and In-Store Sales: The 10 Principles to Achieve Customer Experience Success,” and a seasoned expert who has been contributing to the education of the business community for over two decades. Drawing from his wealth of experience, Greg shares how to approach business transformation strategically, leveraging customer-centric data in decision-making and paving the way for success from a client standpoint.
Tune in as we also discuss:* How understanding the consumer journey can provide key insights into the gaps in the online channel * The delicate balance between customer needs and business objectives in the ecommerce space * Why are most businesses not maximizing the potential of their online channels, and what steps to take to address this issue
In this episode, we are joined by Angus McDonald, CEO of Barbeques Galore, Australia’s premier retailer of barbecues and backyard lifestyle products. Angus shares insights into Barbeques Galore’s strategy to create unforgettable customer experiences, the integration of advanced technologies like AI and the IoT in retail, and the company’s robust commitment to data.
We also discuss: * The importance of knowledgeable team members and ongoing staff development. * Angus’ plans to integrate AI into retail and customer experience. * Why a clear strategy and unifying guiding principles for delivering omnichannel experiences are key for retail success.
Adapting to new retail tools isn’t just a tech integration challenge — it’s a people challenge. But how do you create a strategy that embraces change while putting people at the center?
In this episode, Louise Lally, Managing Director of the Louise Lally Training Academy, shares the pivotal role of communication and culture in successfully integrating innovative retail tools into businesses through a people-first approach.
We also discuss:* The impact of culture on staff retention and engagement * Current trends in 2024 in the retail industry * How embedding business values can propel growth inside and outside the company
In the US, B2B payments between companies amount to $17 trillion, with only 50% conducted electronically.
This substantial volume of high-value non-digital transactions presents a vast market for ecommerce professionals.
In this episode, Paul do Forno, Managing Director at Deloitte, shares key insights into the benefits of transitioning to digital commerce tools and discusses the strategies and challenges involved in successfully modernizing B2B commerce.
You’ll also learn:
* The importance of not only facilitating transactions but also enhancing the overall customer experience in B2B commerce
* Why embracing digital commerce tools represents a cultural shift
* How understanding and segmenting personas in B2B form the backbone of success
Achieving sustained growth and business success implicates challenging the traditional ROI concept, and recognizing that cost efficiency decisions aren’t enough.
In this episode, Martin Newman, founder of The Customer First Group, talks about his eBook, “The 10 New ROIs: Guarantee Sustainable Commercial Success,” and how these innovative metrics reshape the way companies gain insights and lay the groundwork for success.
Join us as we discuss:
* The flaws of traditional retail metrics and the need to understand businesses beyond revenue
* The importance of empowering employees and creating a truly customer-centric workforce
* How shifting from customer service to customer care can revamp brand loyalty
75% of retailers are using RFID in some capacity.
We live in a world where efficiency, omnichannel focus, and the adoption of RFID are becoming essential for retail success. In this episode, we delve into warehouse automation and the rising adoption of RFID technology with Jay Black, Account Executive at GreyOrange, a company that thrives in the supply chain and omnichannel world.
Join as we discuss:* The impact of Amazon and COVID-19 on traditional brick-and-mortar stores, emphasizing the need for seamless omnichannel processes * Challenges such as theft, labor shortages, and the growing demand for self-service systems
In the realm of retail, providing an outstanding customer experience goes beyond building loyalty—it's a catalyst for boosting your revenue streams.
In this episode, Radha Gopalakrishnan, CTO at Litmus7 Consulting, breaks down the key aspects of implementing a marketplace strategy and how combining it with retail digital engineering can provide retail maximization solutions while enhancing customer experience.
Join us as we discuss:
* The need for retailers to adapt to the rise of online marketplaces
* How a holistic shopping experience sparks demand for complementary items and services
* The importance of forging strong partnerships to create high-quality online marketplaces that resonate with customers.
The key to unlocking the full potential of retail sales can be as small as 1x2 inches.
In this episode, you’ll hear from Mark Roberti, Principal at RFID Strategies LLC, who shares insights about how RFID technology is revolutionizing the way retailers display their inventory online, boost sales, combat theft, and enhance the overall customer experience. Mark also explores the opportunities behind RFID for the retail industry and how it may extend to others.
Join us as we discuss:
* How tracking individual items can provide precise data to improve supply chain management
* Generating higher profit and achieving a better ROI through RFID implementation
* Approaching RFID technology by tackling retail challenges progressively
An unlikely characteristic has begun to determine whether a brand wins or falters: storytelling. Businesses that are able to leverage psychology to engage with their audience in a relatable manner are seeing success with the evidence shown in creating customer lifetime value and brand loyalty.
In this episode, we speak with Justin Racine from Perficient, who is Principal, Unified Commerce Strategy. He delves into the importance of building a relatable brand that customers enjoy engaging with, and how you can do this across digital and physical mediums.
Join us as we discuss:* Leveraging personalization and conversations with consumers * How brands can blend digital and physical retail masterfully * The power of user-generated content
This year, we celebrate the 50-year birthday of the barcode based on the GS1 system.
In this episode, you’ll hear from barcode, identification and systems expert Gena Morgan, Vice President of Standards at GS1 US.
Join us as we discuss:* The past, present and future of barcode technology and product identification * Bridging digital and physical worlds with radio-frequency identification (RFID) * Advancing technology and digital link opportunities
Composed data is often weaponized in favor of fragmentation, but what if there is a way to leverage both for optimal outcomes? Collaboration could be the key to continued success.
In this episode, you’ll hear from Brian Anderson, Founder and CEO of Nacelle, as he unpacks the challenges of market dynamics and explores where AI fits into the picture.
Join us as we discuss:* AI evolution and what it means for ecommerce * Data fragmentation vs composed data * Navigating market dynamics and creating unique experiences
Composable commerce allows a company to build a system that works for its specific needs. This concept is spreading to a wide range of domains, arguably the most beneficial being retail.
In this episode, you’ll hear from an expert in the composable commerce realm, Jason Cottrell, Founder and CEO of Orium.
Join us as we discuss:
* Composable commerce’s spread to retail and other domains
* Inventory and order management in a composable design
* Benefits of a consistent tech stack
Off-the-cuff assumptions are not always the correct assumptions. To build comprehensive business models, you must ask questions and seek alignment across multiple perspectives.
In this episode, Sam Gupta, a Principal Consultant at Elevate IQ, shares his view on how to boost business model efficiency across ecommerce and retail.
Join us as we discuss:* Why creating a universal language is paramount for success with new customers * Different business models and their purposes (plus best practices) * How customers view inventory today and what that means for future trends
Retail is all about people.
And if you want your organization to succeed, you better be, too.
In this episode, Bob Phibbs, CEO of The Retail Doctor, shares why there is no brand stronger than human — and how you can win by putting humanity at the center of yours.
Join us as we discuss:* How to treat your customers well and embrace acting human * The importance of developing your employees and helping them grow * Why discovery is necessary for retail success
What does the future of retail look like in the world of AI?
Dr. Venky Shankar, Chair of the Advisory Council at the Marketing Accountability Standards Board, is here to help us understand. This conversation delves into the latest trends and technologies shaping the retail industry, including personalized shopping experiences, augmented reality, and generative AI. Dr. Shankar also highlights the ethical concerns surrounding the use of customer data and algorithms in retail, and the need for regulations to ensure responsible and smart marketing practices.
Join us as we discuss:
* What the potential impact of AI on retail and marketing is, and how businesses can take advantage of it
* How generative AI works, and what ethical considerations should be taken into account when using it for retail and marketing purposes
* Where regulations on data privacy and tracking have been implemented, and what impact they have had on the industry
When your only tool is a hammer, every problem looks like a nail… Everyone knows that, right?
Well, everyone who insists that their ERP system can do it all may have missed the memo.
In this episode, we speak with Leo Muid, Global OMS Lead & Director in Digital Customer Experience at Capgemini, about why ERP die-hards limit themselves by not expanding their capabilities with an order management system (OMS).
Leo covers:
* The benefits of incorporating an OMS into your business
* The difference between offer and promise systems
* The customer-led approach to implementation
Retail continues to see accelerated development and change as systems and purchasing have shifted heavily toward ecommerce. But while shopping from home can offer convenience for consumers, it also introduces several new challenges.
According to this week’s guest, Rob Hango-Zada, Co-Founder and Joint CEO at Shippit, the pandemic spurred much of the rapid change that would forever change retail. As an expert in delivery, Rob shares data-backed insight into the current state and challenges of e-comm and what’s to come in the world of retail.
Join us as we discuss: * How the pandemic broke retail forever * Efficiency and inefficiency in ecommerce * The rise of CX orientation and how to utilize it for success
The retail industry is evolving with the advancements in technology and data, along with changing customer behavior. Retailers are considering new approaches to engage customers, such as mixed-use entertainment precincts, smart mirrors, and data-driven contexts.
In this episode, CEO & Founder of Retail Doctor Group, Brian Walker, discusses this evolving landscape and how retailers are adapting to changing customer demands. He highlights the importance of understanding the "why" of a brand, maintaining a direct relationship with customers, and utilizing data to drive business decisions. As the shift towards a data-driven retail experience is happening quickly, top companies today are quickly turning into powerful data houses.
Join us as we discuss:
* How retail businesses will adapt to changing consumer behavior with the rise of ecommerce
* Why retailers will need to embrace new technology to build their brand and compete in the market
* What strategies retailers can implement to better align with consumer behavior and preferences
SaaS technology is evolving at a faster rate than ever. How can companies find individual success amidst this growing sea of change?
In this episode, Chief Technology Officer at Valtech Mihaela Mazzenga shares how she used her background in engineering—along with an artistic lens—to bring innovation to the SaaS platform development space. Join us as we discuss:* Cloud platforms and business capabilities * Building for scale and accessibility * Embracing change in the boardroom * Tailoring the customer experience
It takes creativity and data-centric thinking to create a successful marketing campaign. But it also takes the understanding that sometimes you will fail—and that’s okay.
In part two of our conversation with Jasmin Guthmann, Head of Corporate Communication at Contentstack, shares how she helped her company scale creativity through a culture of accountability and innovation—and how you can find opportunity in your mistakes. Join us as we discuss:
- Creating efficient processes for marketing
- Learning from failure
- Diversity in the industry
- Women in MACH
Sign the Women in MACH Manifesto for Gender Equality
Link to: https://machalliance.org/insights/women-in-mach-manifesto-for-gender-equality
It takes creativity and data-centric thinking to create a successful marketing campaign. But it also takes the understanding that sometimes you will fail—and that’s okay.
In this episode, Jasmin Guthmann, Head of Corporate Communication at Contentstack, shares how she helped her company scale creativity through a culture of accountability and innovation—and how you can find opportunity in your mistakes. Join us as we discuss:
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Creating efficient processes for marketing
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Learning from failure
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Diversity in the industry
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Women in MACH
Sign the Women in MACH Manifesto for Gender Equality
Link to: https://machalliance.org/insights/women-in-mach-manifesto-for-gender-equality
Trust and transparency are the pillars of any successful marketplace, especially when supplying to customers around the world.
Hamaad Akmal, International Operations & Global Logistics, GOAT Group understands this well, and in this episode, he shares how his team ensures a quality customer experience every time. Join us as we discuss:
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Delivery logistics and supply chains
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Product verification and authentication
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Scaling production processes internationally
Technology is moving faster than supply chains. Even though there are now solutions to many speed and accuracy issues of modern supply chains, implementation can be too costly or overwhelming for many companies.
Reid Jackson, Vice President of Corporate Development at GS1 US, is working towards a more efficient future by connecting the tech industry’s latest innovations with the industries that need them. In this episode, we discuss:
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Vertical integration through automated cycles
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New solutions to manufacturing problems
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Standards between online and in-person commerce
As a company grows, the task of getting products to customers becomes more and more complicated. Even small hiccups can lead to inventory issues and a poor customer experience.
In this episode, Rick Watson, CEO and Founder of RMW Commerce Consulting, LLC, shares his perspective on what companies can do to securely streamline their production and delivery processes. Join us as we discuss:
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Innovations within commerce giants
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Forecasting with flexibility and agility in mind
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Why one of the most important factors in ecommerce is accurate inventory
In today’s ever-expanding digital ecosystem, ecommerce solutions must meet the current needs of companies while also preparing them for future challenges.
In this episode, Shine Mathew, Founder and CEO of AyataCommerce , shares his expertise in tailoring online infrastructure for both short and long term success.
Join us as we discuss:
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Finding advantages through flexibility
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Bettering customer experience
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Understanding fulfillment lifecycles
The rise of Gen Z has changed customer expectations—across all age groups. Personalization has long been a buzzword, but how can you really optimize the full experience? And with such a range of approaches to personalization, where do you start?
In this episode, Tory Brunker, Sr. Director of Product Marketing and Commerce at Adobe, shares her insights into the shifting commerce landscape and what we can learn about the future of customer expectations when it comes to personalization.
Join us as we discuss:
- Adapting your business for change
- The rise of different expectations and using data to your advantage
- Leading with a growth mindset
Check out the Adobe Commerce study referenced in this episode.
As ecommerce further solidifies its lead against traditional brick-and-mortar stores, more and more sellers are moving online to survive. This new digital landscape can be daunting, but can also lead to unprecedented profit margins in the long-term.
Jason Wyatt, Founder and Executive Chair of Marketplacer, is helping business leaders future proof their business model through the transformational power of the marketplace.
Join us as we discuss:
- Finding and leveraging your unfair advantage
- Building a communal online marketplace
- Planning for the new trends of ecommerce
To hear this interview and many more like it, subscribe on Apple Podcasts , Spotify , or our website or search for Innovators in Commerce and Delivery in your favorite podcast player.
The tech industry is always searching for something new and innovative to push businesses and their consumers further toward the future.
However, many companies compromise by adding new labels onto existing products to keep up with ever-shifting trends.
Through his work with commercetools and the MACH Alliance, Kelly Goetsch is bringing back authenticity to the industry along with educational opportunities for future commerce leaders.
Join us as we discuss:
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Current trends in the commerce industry
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Reflections for a better future
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The MACH Alliance
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Innovators in Commerce and Delivery in your favorite podcast player.
Disrupting an industry doesn’t just mean making purchases easier online.
In many industries, the vast majority of sales are made offline.
Innovation happens in both realms — and to neglect either is a mistake.
That’s one of the key insights Andreas Westendörpf has learned innovating the way consumers interact with sleep brands during his time as Chief Technology Officer at Emma - The Sleep Company an organization offering state-of- the-art sleep solutions, online and off.
Join us as we discuss:
- How to leverage modern digital tools to disrupt an industry where most purchases are made offline
- The complex problem that selling optimal sleep poses
- How Emma see agility in their organization and industry
To hear this interview and many more like it, subscribe on Apple Podcasts, Spotify, or our website or search for Innovators in Commerce and Delivery in your favorite podcast player.
Ecommerce leaders are providing a WOW experience for their customers and it’s time you do the same.
With the help of our host, Jamie Cairns, Chief Stra tegy Officer at Fluent Commerce, we’ll dive in to candid conversations with some of the top innovators and thought leaders in the space.
Join us as we discuss topics such as:
- Shopping experiences
- Inventory availability
- Pick up or delivery
Keep connected with us by subscribing to the show in your favorite podcast player as we bring you actionable conversations from ecommerce industry leaders.
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