Claim OwnershipInnovators in Commerce & Delivery
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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!
Welcome to Innovators in Commerce & Delivery!
37 Episodes
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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 supportWhere AI is already delivering results and key opportunities for the futureWhy 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 channelsThe importance of data-driven shopping experiencesThe evolution of "communities of dreams," and how this concept changes how consumers approach home improvementFor 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 settingsThe key components for a successful omnichannel retail strategyChallenges 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 industryHow Freedom Furniture has excelled in delivering exceptional customer experiences by integrating cutting-edge technology and logistics solutionsThe importance of leveraging data analytics to enhance last-mile delivery servicesWhy 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 Kromberg, 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 channelThe delicate balance between customer needs and business objectives in the ecommerce spaceWhy 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 engagementCurrent trends in 2024 in the retail industryHow 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 commerceWhy embracing digital commerce tools represents a cultural shiftHow 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 revenueThe importance of empowering employees and creating a truly customer-centric workforceHow 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 processesChallenges 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 marketplacesHow a holistic shopping experience sparks demand for complementary items and servicesThe 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 managementGenerating higher profit and achieving a better ROI through RFID implementationApproaching 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 consumersHow 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 identificationBridging 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 ecommerceData 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 domainsInventory and order management in a composable designBenefits 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 customersDifferent business models and their purposes (plus best practices)How customers view inventory today and what that means for future trends
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