It's a Customer's World with Andy Murray Sam M. Walton College of Business

Show Notes
In this insightful episode of 'It's a Customer's World' podcast, host Andy Murray explores the evolving intersection of mobile gaming and retail media with Nassir Wajihuddin, CEO of Engago.  
They delve into Wajihuddin's journey from marketing iconic brands like Skittles and Oreo to innovating in the mobile game space, and discuss how mobile games can significantly enhance customer engagement and offer new advertising avenues for retailers.  
Key discussions include the impact of Wordle on the New York Times' business model, the vast potential of casual mobile games for user engagement, and the strategic integration of games into retail media to bolster customer loyalty programs and drive significant ad revenue. This episode sheds light on the untapped synergies between mobile gaming and retail, offering valuable insights for marketers and retailers alike. 
Questions and Topics: 
03:23 Nasir Wajihuddin's Background and Entry into Gaming 
06:36 Defining the Mobile Game Market 
08:18 The Business Model and Impact of Wordle 
17:28 Enhancing Retail Media with Mobile Games 
23:01 Challenges and Advantages in Retailer Adoption 
30:06 Entrepreneurial Advice and Closing Thoughts 

Show Notes
In this episode of 'It's a Customer's World' podcast, host Andy Murray talks with Steve Dennis, a seasoned leader and author, about the challenges and necessities of transforming organizations to become truly customer-centric. With insights from Dennis' new book 'Leaders Leap,' they discuss the critical leadership mindset needed for such transformations. The conversation delves into Dennis' personal reflections on past experiences, notably his time at Sears, and how moments of crisis can lead to significant professional growth and the imperative for courage in leadership.  
Dennis emphasizes the importance of being customer-focused, not just in marketing but across all aspects of an organization, and how fear and ego can impede innovation. They touch on various aspects of leadership and the necessity of adopting new mindsets to succeed in today's rapidly changing retail landscape.  
The episode is rich with advice on personal and organizational transformation, highlighting the journey towards more dynamic, customer-centered leadership. 
Questions and Topics: 
00:00 Welcome to It's a Customer's World Podcast 
01:05 Deep Dive with Steve Dennis: Leadership and Transformation 
02:27 The Sears Strategy Story: A Leadership Reflection 
07:20 Pivoting Perspectives: The Power of Leadership Mindset 
11:10 The Courage to Innovate: Overcoming Fear and Embracing Change 
26:31 Leadership Leaps: The Seven Mindset Shifts for Transformation 
31:19 Personal Journey: Embracing Vulnerability and Courage in Leadership 
40:35 Closing Thoughts and the Path Forward 
Additional Links
Leaders Leap by Steve Dennis

Show Notes
This episode of It's a Customer's World podcast focuses on the shift towards customer centricity in retail and the broader implications for brands and advertisers. Andy Murray talks with Sharon Gai, an expert in e-commerce, digital transformation, and AI with significant experience at Alibaba, to explore how China-based companies prioritize customer experience in developing their platforms.  
They discuss the importance of first-party data and closed-loop reporting in creating more relevant consumer experiences and the challenges brands face in accurately defining and achieving these experiences.  
Sharon shares insights into the 'golden triangle' framework of product, merchandise, and context used by Chinese e-commerce companies, emphasizing the role of hyper-personalization and the use of extensive consumer data in crafting targeted marketing strategies.  
The conversation also delves into the potential impact of generative AI on e-commerce and the need for brands to experiment and adapt to remain competitive.  
Questions and Topics: 
0:00 Episode Introduction 
2:38 Introducing Sharon Gai 
3:26 Discussion on China’s E-commerce Approach 
13:01 Exploring the Future of Consumer Experience 
17:46 The Role of Reviews in E-commerce 
22:39 The Impact of Data Privacy on Consumer Experience 
26:03 The Future of E-commerce and AI 
Additional Links
Sharon Gai's website
Sharon Gai's book

Show Notes
In this episode of It's a Customer's World Podcast, Andy Murray takes on the role as guest alongside Molly Rapert and Rod Thomas. Special host, Brent Williams, leads the trio through a lively conversation over their latest whitepaper on Retail Media Networks. 
The Retail Media Networks whitepaper discussed in this episode is the second release of academic research on the topic, conducted by the Sam M. Walton College of Business's Customer Centric Leadership Initiative and research team. 
Join Andy Murray and the Walton College research team as they discuss significant developments in Retail Media Networks over the last year and how crucial strategic clarity, alignment, and standardization will be vital for future success. 
Questions and Topics: 
0:00 Episode Introduction 
1:15 Guest Introductions 
3:26 Macro view on the changes in Retail Media Networks from last year 
6:21 How do you distill all the expert interviews and insights 
7:59 What did you find: a bullish or bearish perspective on Retail Media Networks? 
13:33 Where have gaps closed vs where they have not in terms of strategic clarity 
15:48 How value is created and whether it has changed from the previous year 
19:58 The way forward 

In this episode of It’s a Customer’s World Podcast, Andy Murray is joined by Chris Riegel. Founder and CEO of STRATACACHE. Chris is an expert in emerging technologies with 20 years of experience in systems and networking technology ventures, including acquisitions of technologically advanced companies to build the STRATACACHE family. STRATACACHE offers retail transformation and exceptional customer experiences through advanced marketing technology solutions.
In their conversation, Andy and Chris trade thoughts on the current state of in-store digital signage, the future of retail technology, the evolution of retail media networks, how retailers can become more customer-centric, and much more.
Questions and Topics00:00 Episode Introduction
01:00 Guest Introduction
03:00 Viewing digital signage from the perspective of the consumer
09:33 What is driving the pendulum swing back to in-store digital displays? 
12:28 What shoppers using a phone in-store tells us about the customer experience 
20:12 The importance of customer data
25:00 Where is the line between relevant ad personalization and “creepiness”?
27:52 What have you learned about executing Retail Media effectively?
32:37 Looking at European trends 
34:10 Forecasting the evolution and growth of RMNs
36:06 The benefit of a customer-centric approach when entering an emerging space
43:58 Why retailers need to stay true to their core mission of serving customers

In this episode of It’s a Customer’s World Podcast, Andy Murray is joined by Katie Hotze. Katie is the CEO & Founder of Grocery Shopii, a Charlotte-based tech startup that uses machine learning to fuel online grocery shopping. With over 20 years of experience in digital marketing, data analytics, and business strategy, Katie was able to turn a personal frustration with online grocery shopping into a nationally-recognized retail tech disrupter that’s rapidly expanding in North America.
In their conversation Andy and Katie explore the problem she is solving for consumers and retailers, the power of shoppable recipes, the impact of generative A.I., what is next in the world of retail technology, and much more.
Questions and Topics
02:25 What led to the creation of Grocery Shopii?
06:10 How did you know you had a customer problem worth solving?
11:00 How big is the space for shoppable recipes?
15:30 What makes Shopii standout?
21:38 Special use cases for Shopii
24:40 What impact has this had for retailers?
31:24 How do you see generative A.I. shaping the future of shopping?
37:22 What is next for Grocery Shopii?