Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

Paul Rogers and James Gurd
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Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

Weekly ecommerce strategy, CX & technology podcast hosted by two experienced digital consultants, James Gurd and Paul Rogers. Featuring interviews with industry thought leaders and practical advice on improving end-to-end customer experience and understanding how to make better technology decisions. Sponsored by Centra & Grebban. Previously know as Re:platform. We provide the answers to help you get the most from your ecommerce strategy and tech stack. Our episodes will help you understand the ecommerce landscape, plan for revenue growth and deliver performance improvements. And they're fun!

  1. 2 DAYS AGO

    EP264: What Should Ecommerce Brands Be Reporting On, And Why, With OmniCommerce's Consulting Director Joe Fletcher

    Summary: In this episode of the Inside Commerce podcast, Paul Rogers and Joe Fletcher discuss the critical aspects of ecommerce reporting, focusing on the importance of data measurement, key performance indicators (KPIs), and the challenges posed by new tools like GA4. They explore the significance of conversion rates, tracking, and common mistakes businesses make in their reporting processes. The conversation also delves into how businesses should approach their reporting needs, the value of understanding customer behaviour, and the various methods of attribution that can be employed to gauge marketing effectiveness. Key takeaways: Ecommerce has matured significantly, especially post-iOS changes. Critical KPIs should tie back to fundamental business outcomes. Conversion rates need to be contextualised for meaningful insights. GA4 presents challenges but offers powerful data if utilised correctly. Tracking issues can lead to downstream reporting problems. Data silos can obscure the true performance of marketing efforts. Businesses should start with their needs before selecting reporting tools. Customer sentiment is a vital but often neglected metric. Understanding the value of customers is essential for growth. A hybrid approach to attribution is often the most effective.

    41 min

  2. 5 NOV

    EP263: Common Issues with ERPs: How They Hamper Ecommerce Teams & What To Do About Them, With Luke Hodgson

    FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, Luke Hodgson from Commerce Thinking explains the common issues with ERPs and their integration with ecommerce platforms. The conversation explores the importance of understanding ERP systems for ecommerce leaders, the evolving role of ecommerce directors post-COVID, and the demand for ERP in new businesses. The discussion also delves into the role of middleware in ecommerce integrations, challenges related to peak order volumes, and strategies for maximising back office performance. Finally, we discuss the significance of technical leadership in ecommerce and provide practical advice for businesses facing integration issues. Key takeaways: E-commerce leaders must understand their ERP systems. The demand for ERP has evolved post-COVID. Middleware plays a crucial role in integration. Peak order volumes require careful planning and execution. Technical leadership is essential for e-commerce success. Brands are increasingly exploring alternatives to traditional ERP systems. Effective communication with partners is vital during peak periods. Breaking down problems into stages helps identify issues. A tech leader should facilitate collaboration among stakeholders. The right technical resources are crucial for successful ERP implementation.

    46 min

  3. 31 OCT

    EP262: Should You Invest In Your Technology Stack or Expect To Reduce Your TCO When Replatforming?

    FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of Inside Commerce, James Gurd and Paul Rogers discuss the critical decision-making process surrounding technology investment versus viewing technology migration as a cost reduction opportunity. They emphasize the importance of focusing on value rather than merely cutting costs, exploring the nuances of licensing fees, the significance of building business cases to justify technology investment. The conversation also highlights the need for customisation in SaaS platforms and the importance of planning for cost neutrality in long-term strategies via offsetting existing costs. Key takeaways Investing in technology should focus on value, not just cost reduction. Understanding the nuances of licensing fees is crucial for accurate budgeting. A strong business case is essential for technology change. Positioning your investment request effectively can lead to better outcomes. Marketing spend should be viewed as an investment in long-term growth. Cost neutrality can be a strategic goal in technology investments. Customisation may be necessary to achieve desired customer experiences. Avoid standardised approaches that limit differentiation in SaaS. Consider the total cost of ownership (TCO) when evaluating platforms. Evaluate where costs can be offset to support new investments.

    33 min

  4. 21 OCT

    EP261: The Future Of B2C Ecommerce Platforms: Why Vendors Need To Think Seriously About Niche & Vertical Specific Solutions

    FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: 🔥 This podcast will interest a broad audience. Paul Rogers and James Gurd discuss how the B2C ecommerce marketplace has become crowded, and where vendors need to focus to get attention, and why. If you're working for: A retail ecommerce business An ecommerce platform An agency/consultancy that advises/builds tech stacks Get your comfy seat ready 😃 Why is this episode important? The ecommerce vendor market is crowded. There are a lot of platform telling similar product suitability stories, albeit through different lenses and campaigns. For merchants, unless you're niche, it's hard to cut through the volume of content to discern meaningful differences that give you the confidence to decide which route to take. What we discuss: 🥱 Why changing terminology doesn't cut through e.g. omnichannel to unified. 🚤 Ecommerce businesses want speed to market, agility, automation. 🔎 DTC mass market has no space left for new players - Shopify dominates but niche / vertical specific solutions have potential. 🥸 Some vendors have already recognised this e.g. Centra, BigCommerce. 🔬 The winning vendors will be those who focus on burning challenges and critical use cases to deliver battle ready solutions. Key takeaways: Vendors must differentiate themselves to stand out. Understanding merchant needs is crucial for platform success. Niche solutions can provide a competitive advantage. AI is set to transform ecommerce functionalities. Connectivity with specialist 3rd parties is essential for growth. Merchants prefer platforms that offer pre-integrated solutions. Vendors should focus on specific use cases to attract clients. The future lies in targeting specific verticals effectively. A balanced approach is necessary for sustainable growth.

    39 min

  5. 15 OCT

    EP260: Smythson's Digital Director On What CX and Personalisation Mean To A Heritage Luxury Brand

    FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, James Gurd interviews Seb Villien, the Digital Director at Smythson, discussing the nuances of customer experience and personalisation in the context of luxury brands. They explore the differences between high street fashion and luxury retail, the importance of user experience, and how Smythson enhances customer service to drive revenue. Seb shares insights on the role of AI, the significance of empowering customer service teams, and the strategies for measuring success and fostering customer loyalty. The conversation also touches on the challenges of internationalisation and localisation in delivering a consistent brand experience across different markets. Key takeaways: Customer experience is crucial for luxury brands. Smythson focuses on storytelling in their collections. Post-purchase experience is key to customer satisfaction. AI is used to support, not replace, human interaction. Customer service can drive revenue and loyalty. Empowering teams leads to better customer experiences. Personalisation is essential in luxury retail. A thorough recruitment process is vital for customer service roles. Internationalisation requires balancing global brand consistency with local adaptation. Technology should be maximised before seeking new solutions.

    41 min

  6. 8 OCT

    EP259: Luca Faloni's Head of Growth On The Pivot From Shopify To Centra To Support International Ecommerce Expansion

    In this podcast, Paul Rogers interviews Philipp Mensch, head of growth at Luca Faloni, an Italian premium menswear brand. We explore the brand's recent replatforming to Centra from Shopify, focusing on the need for a scalable and flexible tech stack to support international growth. Philipp shares insights on managing internal resources during the migration, the importance of internationalisation and localisation, and the brand's commitment to a direct-to-consumer strategy. We also explore the omnichannel experience, customer services, and the evolving approach to loyalty programs, emphasising the need for a unique and engaging customer experience. Philipp also provides his thoughts on the future roadmap for Luca Faloni, highlighting the focus on continuous innovation and improvement in the omnichannel space. Key takeaways: Luca Faloni focuses on high-quality, timeless menswear. The decision to replatform was driven by international growth needs. Centra's headless solution offers flexibility and scalability. A hybrid approach was used for resource management during migration. Localisation includes language, currency, and seasonal content adjustments. Direct-to-consumer strategy is prioritised over wholesale. Omnichannel services include endless aisle orders and gift cards. Loyalty programs aim to create brand ambassadors, not just transactions. Integration of loyalty with CRM enhances customer experience. Future plans include improving omnichannel logistics and communication.

    33 min

  7. 1 OCT

    EP258: Justifying The Investment in Design & Creative For Ecommerce Brands, with Grebban's Founder Anton Johannson

    FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: Paul Rogers speaks with Anton Johansson, founder of Grebban, about the evolving landscape of ecommerce design and branding. They discuss the importance of creating a compelling brand experience, the shift towards investing in creative over development, and the role of AI in enhancing customer interactions. The conversation also touches on the significance of community engagement, the impact of dopamine culture on design, and emerging trends in ecommerce. Through case studies like Djerf Avenue, they explore how innovative design can drive customer loyalty and conversion. Key takeaways: 1. Investing in creative is essential for brands to engage customers. 2. Ecommerce design should focus on brand experience, not just transactions. 3. AI will significantly change the shopping experience in the future. 4. Community engagement is crucial for building brand loyalty. 5. Dopamine culture influences how users interact with websites. 6. Design subscriptions offer a continuous approach to creative needs. 7. Personalisation will become more advanced with AI technology. 8. Static websites struggle to retain user attention; interactivity is key. 9. Using two agencies can enhance both creative and technical aspects of projects. 10. Emerging design trends emphasise community and interactive elements. Make sure you’re following Inside Commerce on LinkedIn and have subscribed to the Inside Commerce newsletter.

    45 min

  8. 25 SEPT

    EP257: Cracking The Flexible Working Conundrum - Digital Leaders on Balancing Employee & Company Needs

    Flexible working is a hot topic. Amazon is the latest company to stir up debate around the virtues of giving employees the best possible work/life balance. A CBI Employment Trends survey found that 99% of all businesses surveyed believe that a flexible workforce is vital or important to competitiveness. BUT... Flexibility means different things to different people e.g. working around school runs, being able to work from home, starting later and finishing later, not having to take annual leave for appointments etc. And you need to consider diversity and inclusivity.... it's not as easy as it looks! We borrowed a quote from Sara Russell, Marketing Director at 5874 Commerce to kick start our debate: “So does the eCommerce industry need flexible working? If we want to attract and retain top talent, keep our teams engaged and provide top-level customer satisfaction then yes we do.” Tune in to listen to different approaches from three highly respected digital leaders: Ross Allsop, Director of Growth at PANGAIA, Dan Partridge, CEO at leading Shopify partner Swanky (Shopify Plus Agency) and Paul Rogers, MD at award winning digital agency Vervaunt.

    54 min
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Weekly ecommerce strategy, CX & technology podcast hosted by two experienced digital consultants, James Gurd and Paul Rogers. Featuring interviews with industry thought leaders and practical advice on improving end-to-end customer experience and understanding how to make better technology decisions. Sponsored by Centra & Grebban. Previously know as Re:platform. We provide the answers to help you get the most from your ecommerce strategy and tech stack. Our episodes will help you understand the ecommerce landscape, plan for revenue growth and deliver performance improvements. And they're fun!

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