This podcast is a forum for retail leaders to discuss industry trends, challenges, and the future of customer-centric retailing. We discuss eCommerce, mobile commerce, omnichannel technology, brick-and-mortar operations, culture, innovation, and how all of these elements come together to create customer-centric retailing. Join us to hear the brightest minds in the retail industry share their experiences and thoughts on the most relevant topics today.
Blending Art and Science in Retail with Carl Boutet
Our special guest, Carl Boutet, brings years of experience in retail to discuss the necessary blend between science and art that makes for customer-centricity. How do we rethink the retail experience post-pandemic? Are impulse purchases a thing of the past? What does the future of retail hold? We ask these questions and more of our special guest, Carl Boutet, Managing Director of the Quebec Center of Commerce Innovation and Chief Strategist at StudioRX. Carl believes the future of retail is all about meeting your customers where they are and not being afraid of change. The technology is there to achieve amazing experiences if you embrace them. Join us to learn about Carl’s thoughts on retail culture, the modern store’s optimal design, and the trends you should be looking out for.
Letting Go Of Legacy with Cynthia Hollen
Our special guest, Cynthia Hollen, brings over 20 years of experience in retail to talk about the importance of merging online and offline shopping experiences. Why are retail leaders so unwilling to innovate? Should brick-and-mortar traditionalists be fearing their digitally native counterparts? Is mall-based shopping on its way out? We ask these questions and more of our special guest, Cynthia Hollen, CEO of Omnitail Strategies. Cynthia has over 20 years of experience working with the world’s top retailers, brands, and wholesalers, and has launched several successful companies herself, including one of the first eCommerce consultancies. In this podcast, she walks us through the challenges and many benefits associated with achieving “omnitailing” (a term she coined).
Breaking Channel Silos With Miya Knights
Our special guest, Miya Knights, has observed the retail industry from above and within and joins the podcast to provide a fresh view on what omnichannel really means and how retailers can achieve it. What role will new and emerging retail technology play in the modern store? How can retailers change and adapt at the same pace as customers? Is Amazon on its way to monopolizing retail? Why are so many retail giants still resistant to change? We ask these questions and more of our special guest, Miya Knights, the Director and Publisher of Retail Technology News. Miya has nearly 20 years of experience as a journalist, editor, author, and research director, and she regularly appears on networks such as BBC and Sky News to comment on emerging retail trends and retail technology. She’s been able to observe the retail industry from above and within, and she joins the podcast to share with us her thoughts on the glacial pace of change from top players, the retail technology necessary to enable omnichannel experiences, and why retailers need to stop thinking in terms of channels and departments. Miya is convinced that retailers must learn from tech giants like Amazon in order to create a truly memorable experience that puts the customer above all else.
How To Run Operationally Excellent Stores with Rachel Williamson
Our special guest, Rachel Williamson, brings over 30 years of experience in brick-and-mortar retail to advise our audience on how to provide the best possible in-store experience. In what ways was COVID a blessing in disguise in pushing retailers to adopt customer journeys they should’ve taken on board a while ago? What trends should retailers be skeptical of implementing? What should digitally native brands know about opening their first retail locations, and what should brick-and-mortar old schoolers do to keep up with their online counterparts? We ask these questions and more of our special guest, Rachel Williamson, owner and CEO of Running Great Stores. Rachel brings over 30 years of experience in brick-and-mortar retail working across a range of organizations starting with mom and pops all the way to the GAP. Rachel now devotes her time to consulting and advising retailers on the best ways to spend their dollars, how to create their own pathways to success as opposed to copying what everyone else is doing, and how to pivot on a dime.
Why Employees Are Key To Customer Centricity with Bob Phibbs
Our special guest, Bob Phibbs, shares his experience maximizing sales growth for retailers by focusing on the human aspect instead of battling over tech. How do you achieve a truly customer-centric experience? What training is required to build a successful team? How do you unify your online and offline worlds to provide a holistic shopping journey? We ask these questions and more of our special guest, Bob Phibbs, CEO of the Retail Doctor and recognized sales coach. Bob dedicates his time to helping retailers, from your mom-and-pop to big-box names, motivate their sales teams and elevate their customer service. He believes that brick and mortar retailers are letting online shopping win by trying to fight tech with tech instead of investing in people. In this podcast, we explore Bob’s view on an employee-driven approach to retail success.
The Path To Omnichannel with Chris Walton
Our special guest, Chris Walton, brings over 20 years of experience in retail to talk about the importance of omnichannel and how retailers might actually achieve it. What does omnichannel really mean? How many retailers have actually achieved it? If not, what’s stopping them? We ask these questions and more of our special guest, Chris Walton, founder and co-CEO of Omni Talk, one of the fastest-growing blogs in retail. Chris has experience across virtually every discipline in retail, so you can trust he knows what he’s talking about when he says omnichannel is the only way forward for retailers. In this podcast, he walks us through the 5 stages of omnichannel, where most retailers get stuck, and how to get out of the rut. Combining technological knowledge with operational expertise and a passion for the subject, Chris is committed to steering retailers down the right path.