Inside Commerce: Ecommerce Strategy, CX And Technology podcast

#Business #Paul Rogers & James Gurd #James Gurd #Paul Rogers

22:08

Host Francesca Amiker sits down with directors Joe and Anthony Russo, producer Angela Russo-Otstot, stars Millie Bobby Brown and Chris Pratt, and more to uncover how family was the key to building the emotional core of The Electric State . From the Russos’ own experiences growing up in a large Italian family to the film’s central relationship between Michelle and her robot brother Kid Cosmo, family relationships both on and off of the set were the key to bringing The Electric State to life. Listen to more from Netflix Podcasts . State Secrets: Inside the Making of The Electric State is produced by Netflix and Treefort Media.…

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

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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!

284 episódios

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

updated há 6 dias

Home de séries•Feed

284 episódios

#Business #Paul Rogers & James Gurd #James Gurd #Paul Rogers

Todos os episódios

1
EP283: Digital Revolution - How VIU Eyewear Rebuilt Its Ecommerce Stack To Improve CX Through Smarter Automation & Connectivity, With CTO Elian Kool 45:19

há 6 dias45:19

45:19

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this ecommerce podcast, James Gurd speaks with Elian Kool, CTO of VUI Eyeware, about their digital transformation journey in the eyewear industry. They discuss the challenges of consolidating technology and processes, the importance of a phased approach to tech migration, and the selection of the right ecommerce platform. Elian explains why VIU selected Commerce Layer as their platform and shares insights on order management, after-sales solutions, and the role of automation in improving operational efficiency. During the conversation, Elian discusses the complexities of automating lens ordering processes, streamlining after sales operations, and leveraging technology to enhance customer experience. He emphasises the importance of a unified system that integrates various functions, such as sales, inventory management, and appointment booking, to improve operational efficiency. The podcast then explores the operational side of the business, exploring how Elian built a lean development team, adopting agile practices for frequent deployments, and utilising data to measure customer satisfaction and feedback. Key takeaways: Digital transformation requires a focus on customer experience. Consolidation of data is crucial for operational efficiency. A phased approach to tech migration reduces risk. Order management should be integrated with sales processes. Effective data management prevents errors and improves service. Streamlining after sales processes can significantly cut costs. Using Sanity for product data management allows for flexibility and efficiency. A lean development team can achieve significant results in a short time. Daily deployments enhance responsiveness to business needs. Agile practices can be adapted to suit the team's workflow.…

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EP282: Is Organic SEO Getting Harder? Google's SGE, Protecting Brand Search & Strategic Considerations for Ecommerce Teams, With Audits.com Founder Carl Hendy 35:20

há 13 dias35:20

35:20

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this ecommerce podcast, James Gurd and Carl Hendy discuss the evolving landscape of organic SEO, particularly in the context of ecommerce. Carl is a well respected voice in the ecommerce and SEO industry, having delivered SEO audits and strategies for some of the biggest content and comerce website, including John Lewis, M&S, British Airways and Eventbrite. They explore the impact of AI on search results, the fragmentation of search, and the importance of brand management in maintaining organic visibility. Carl shares insights on how brands can adapt their strategies to navigate these changes and optimise their online presence effectively. Key takeaways: Organic SEO remains critically important despite the rise of paid media. The presentation layer of search has changed significantly with AI. Search is becoming fragmented across various platforms, not just Google. AI overviews are negatively impacting click-through rates for organic listings. Brands need to manage their online reputation more proactively. 50% of all search queries are branded, which is often overlooked. Controlling the user experience is crucial for brand visibility. Over-optimisation can lead to confusion and reduced effectiveness in SEO. Luxury brands may face challenges in the AI-driven ecommerce landscape. Brands should focus on audience-led content that works across multiple channels.…

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EP281: How To Create A Coherent Content Strategy & Write Copy That Delivers Results, With Alice Brown 47:35

há 20 dias47:35

47:35

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this podcast, James Gurd and Alice Brown delve into the intricacies of creating a coherent content strategy that resonates with audiences. They explore Alice's journey from surf coaching to becoming a messaging strategist, emphasising the importance of understanding audience psychology and conducting thorough customer research. The discussion highlights the balance between brand voice and customer insights, the role of AI in copywriting, and the evolving landscape of personalised content. They also touch on the significance of emotional connection in copy and the future of content strategies in 2025. Key takeaways Alice transitioned from surf coaching to marketing by helping others overcome obstacles. Understanding messaging is crucial for all businesses. Effective messaging requires a blend of emotional resonance and data-driven strategy. Brands often struggle to align their voice with customer expectations. Customer research should involve direct conversations, not just surveys. One-to-one interviews yield deeper insights than focus groups. Balancing brand values with customer insights is essential for effective messaging. Personal content…

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EP280: The AI Workspace For Product Catalogues - How Emfas Automates Quality Improvements & Solves Data Challenges 36:25

há 28 dias36:25

36:25

James Gurd and Paul Rogers discuss the challenges of product data quality in ecommerce with Vidar Trojenborg, co-founder of Emfas. Vidar has a lot of experience building ecommerce tech stacks to improve and manage product data, having previously held the role of Head of Data & Technology at ASKET. In the po dcast, we explore how AI can automate product data management, improve catalog quality, and bridge the gap between product and ecommerce teams. Vidar shares insights on the importance of context-aware AI, the role of guidelines in maintaining brand integrity, and the future of ecommerce technology. The conversation also touches on translation challenges and the integration of Emfas with existing ecommerce platforms. Key takeaways: Data quality issues are a common challenge in ecommerce. Bridging the gap between product and ecommerce teams is crucial. Emfas uses AI to maintain content authenticity and tone of voice. The platform automates the auditing of product data. Guidelines can be set for AI-generated content. Emfas can handle large catalogues efficiently with rules. Context-aware AI ensures accurate product descriptions. Translation rules can be customised for different languages. The future of ecommerce will heavily involve AI technology.…

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EP279: Zelph: The End-to-End Marketplace & Dropshipping Solution For Ecommerce Spun Out of Kick Game’s £50m+ Business 43:41

há 5 weeks43:41

43:41

LISTEN: Apple Podcasts: https://podcasts.apple.com/gb/podcast/re-platform-replatforming-podcast/id1488091548 Spotify: https://open.spotify.com/show/25sR2mHAFdsVmrZoHMibzZ Amazon: https://music.amazon.co.uk/podcasts/6b90a9bb-1554-4d79-849f-066f6139346b/re-platform---ecommerce-cx-and-technology-podcast FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, Paul Rogers speaks with David Franks, co-founder of Zelph, a SaaS platform designed to help brands and retailers expand their product catalogues without holding inventory. Zelph's tech is proven at scale, having been built originally to power Kick Game's ecommerce marketplace, processing £50m+ GMV annually. David shares insights into the challenges faced while scaling Kick Game, the demand for inventory solutions, and the technical complexities involved in building Zelph. The conversation also explores market trends, misconceptions about drop shipping, and the seamless integration of Zelph with Shopify, emphasising the importance of inventory management and strategic pricing for profitability. Paul and David also discuss the current ecommerce landscape, focusing on the integration capabilities of Zelph with platforms beyond Shopify, the dominance of Shopify in the market, the potential of circular marketplaces, and the future vision for Zelph, including AI-driven innovations and market strategies. Key takeaways: Inventory risk is a significant concern for many retailers. Standardising supplier data is a complex challenge. Marketplaces are evolving into ecosystem builders. Margins can be profitable with strategic pricing and negotiation. Inventory management is automated to ensure accuracy. Zelph will extend to other platform integrations, with Magento a focus Circular marketplaces are gaining traction, but brands need to offer incentives. The resale market is growing, especially among younger consumers. Brands must be intentional in their approach to resale to avoid low volume. Zelph aims to redefine how brands and retailers scale their offerings. AI will play a crucial role in supplier matching and catalogue management.…

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EP278: Optimising Ecommerce Returns & Exchanges, with Oh Polly Customer Journey Manager Emily Mcmorran & Loop's Senior Product Marketing Manager Samir Kamnani 45:44

há 6 weeks45:44

45:44

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode of the Inside Commerce podcast, James & Paul host a discussion with Emily Mcmorran, Customer Journey Manager for Oh Polly, and Samir Kamnani, Senior Product Manager at Loop, about the evolving landscape of return strategies in ecommerce. They delve into the shift towards paid returns, the impact on customer perception, and the importance of managing returns as a part of the overall customer experience. The conversation also covers innovative solutions like Offset Returns Coverage, and how brands can leverage returns data to improve their service. The episode concludes with insights into future trends in returns management and the delicate balance between customer satisfaction and operational viability. Key takeaways: 1. Returns are a significant aspect of the customer journey. 2. The trend of charging for returns has increased significantly post-pandemic. 3. Shoppers are becoming more aware and accepting of return fees. 4. Offering a simple and fair return policy can mitigate negative feedback. 5. New customers often appreciate a free first return to gauge sizing.6. Brands are increasingly viewing returns as an opportunity rather than a burden.7. Utilising returns data can help identify product issues and improve offerings.8. The focus for brands is shifting towards encouraging exchanges over refunds.9. Balancing customer experience with return policies is a complex but necessary task.…

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EP277: Founder Interview > How Order Editing Is Transforming Post Purchase CX, Improving Returns & Reducing Customer Support Tickets 53:28

há 7 weeks53:28

53:28

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: James Gurd and Hamish McKay discuss the critical need for order editing in ecommerce, exploring the challenges faced by customer service teams and the impact of order editing on returns and customer experience. Hamish shares his journey as a startup founder, the growth of his company, and the technical solutions developed to address common issues in order management. The discussion also touches on the potential for upselling through order editing and the importance of addressing fraud concerns in the ecommerce space. The podcast also discusses the intricacies of order editing, focusing on fraud prevention, rapid response to merchant needs, and the latest features including multi-currency support. It emphasises the importance of shipping recalculation, switching payment methods, and handling support tickets effectively. The discussion concludes with an explanation of how merchants can get started with order editing, and the potential for future expansion beyond the Shopify ecosystem. Key takeaways: Order editing is essential for improving customer experience. Many ecommerce teams struggle with order changes post-purchase. Customer service agents often spend significant time on order edits. Reducing return volume can have a positive environmental impact. Upselling opportunities arise from allowing order edits. Technical solutions can delay order processing to accommodate changes. Fraud prevention is a key consideration in order editing; dynamic fraud checks can be implemented during the editing process. Shipping recalculation can be complex but is essential for customer satisfaction. Switching payment methods is a common reason for order cancellations. Support tickets can hold orders until resolved, improving customer service.…

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EP276: From Monolith To Composable: SportsShoes CTO On Delivering Digital Transformation & Managing Operational Change At Scale 52:21

há 8 weeks52:21

52:21

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this podcast, James Gurd interviews Jon Cleaver, CTO of a prominent sports shoe brand, about the challenges and strategies involved in digital transformation within the company. Jon shares his extensive background in retail, and discusses the importance of resilience and adaptability in project management. He outlines the key challenges he faced upon joining the company, including team morale, technology issues, and stakeholder engagement. Jon emphasizes the need for quick wins and effective communication to build trust and drive change, while also addressing resistance to change and the importance of customer feedback in the redesign of their ecommerce stack. In this conversation, Jon discusses their iterative approach to launching ecommerce platforms, emphasising the importance of learning from mistakes and customer feedback. He highlights the challenges of SEO during replatforming and the decision-making process behind choosing BigCommerce as a flexible ecommerce solution. The discussion also covers the impact of these changes on the engineering team dynamics and the transition from project management to product management, showcasing the need for adaptability and continuous improvement in a fast-paced digital environment. Key takeaways: Digital transformation requires resilience and adaptability. Building team morale is crucial for project success. Addressing complex areas early can mitigate project risks. Strong engineering teams are essential for successful project delivery. Building a headless architecture allows for greater customisation. Creating a flexible toolset empowers teams to work efficiently. Identifying quick wins can drive momentum in change initiatives. Incremental delivery helps manage change effectively. Involving cross-functional teams in discovery fosters collaboration. Using a headless CMS can streamline operations and reduce bottlenecks. Understanding customer needs is essential for successful redesigns. Transitioning to product management requires a shift in mindset and processes.…

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EP275: The Current State of AI in Ecommerce And Where We’re Headed With Visual Content Generation for Brands 42:02

há 9 weeks42:02

42:02

FOLLOW US: LinkedIn: https://www.linkedin.com/company/inside-commerce/ ABOUT THIS EPISODE: In this episode, James Gurd, Liam Quinn and Paul Rogers discuss the current state of AI in ecommerce, exploring its adoption, opportunities, challenges, and the future of AI agents. They delve into the importance of creative direction, data strategy, and the role of third-party tools in enhancing AI capabilities for brands. The conversation highlights the rapid advancements in AI technology and its implications for customer service, visual content generation, and overall brand strategy. Key takeaways: AI adoption in ecommerce is still in its early stages. Customer service is a key area for AI implementation. Brands must ensure quality data for effective AI use. Creative direction remains crucial alongside AI technology. AI can significantly enhance visual content generation. Data structure is essential for leveraging AI effectively. AI agents could revolutionise user interactions with brands. Brands need to be agile in their AI strategies. The legal landscape around AI-generated content is evolving. Third-party tools are emerging to support AI integration.…

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EP274: Ecommerce Vendor Strategy Update: Leadership Interviews With BigCommerce, Shopify, Centra, Commerce Layer, Scayle, Remarkable & Shopline 1:54:39

há 10 weeks1:54:39

1:54:39

Stay connected with the leading ecommerce platforms. In this episode, we interview leaders and visionaries from Shopify, BigCommerce, Centra, Commerce Layer, Remarkable Commerce, Scayle and Shopline for a fireside chat on what’s happened in Q3 and Q4 2024. Every 6 months, we catch-up with the leadership teams of leading ecommerce vendors so you can hear directly from them about their strategic and product focus. For this episode, we’re discussing key product updates, go-to-market focus, major new wins and what the roadmap focus will be for the next quarter. Timings: 02:05 > BigCommerce 18:50 > Centra 38:35 > Commerce Layer 52:55 > Remarkable Commerce 1:11:35 > Scayle 1:22:45 > Shopify 1:37:40 > Shopline Contact details for all vendors are on the landing page on insidecommerce.fm…

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EP273: Look Fabulous Forever MD On Building True Customer Loyalty Through Brand, Product Expertise & Excellent Customer Service 52:31

há 11 weeks52:31

52:31

Episode summary: In this conversation, Janis Thomas, Managing Director of Look Fabulous Forever, discusses the importance of catering to a mature audience in the beauty industry. She shares insights on the brand's mission to celebrate mature beauty, the challenges faced by older consumers, and the need for representation in marketing. Janis emphasises the significance of building knowledge about customer needs, the role of educational content in engaging customers, and the impact of user-generated content in fostering community. The discussion also touches on effective marketing strategies that prioritise customer journeys and trust-building. Janis also shares insights on driving repeat purchases, the significance of customer acquisition strategies, and the role of educational content in enhancing user experience. The episode then explores the impact of quizzes on customer engagement, the importance of personalisation in the shopping journey, and the four pillars of customer loyalty that go beyond traditional discount strategies. Key takeaways: Authenticity in branding is crucial for customer trust. Customer feedback is integral to product development. Educational content is key to customer engagement. User-generated content helps build community and trust. Diversity in marketing teams is essential for representation Understanding customer journeys enhances marketing effectiveness. Quizzes can serve as valuable tools for customer engagement. Personalisation should cater to both new and returning customers. Community building fosters customer loyalty and advocacy. Variable rewards can create excitement and engagement. True loyalty is built on relationships, not just discounts.…

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EP272: The Evolution of Ecommerce Replatforming - Insights & Advice Based On Project Experience 38:40

há 12 weeks38:40

38:40

Summary: In this episode, James Gurd and Paul Rogers discuss the evolving landscape of technology change in ecommerce, focusing on the shift from tactical solutions to strategic decision-making. They explore the importance of ecosystems in technology selection, the changing roles in project management, and the critical need for customer leads to oversee ecommerce projects. The conversation also highlights the significance of understanding commercial considerations, managing risks, and ensuring thorough UAT processes to achieve successful technology migrations. Key takeaways: The market has shifted towards strategic decision-making in technology change. Ecosystems are now a critical consideration in technology selection. Project management roles are evolving to include more strategic oversight. There is a need for independent due diligence in technology selection. Technical discovery should not be rushed; it requires thorough exploration. Customer leads are essential for bridging the gap between agencies and clients. Understanding the timing of license fees is crucial for budgeting. UAT processes need to be well-managed to avoid surprises Agencies have become more capable in handling complex projects Contingency planning is vital for successful project execution.…

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EP271: Economic Factors Impacting Ecommerce in 2025 + 6 Key Trends Ecommerce Teams Should Be Thinking About 45:14

há 13 weeks45:14

45:14

Happy New Year. After a two week break, which seems like an eternity in ecommerce, we're back and raring to go. To kick-off 2025, we're looking at the broader economic picture and the intersection between macro events and ecommerce strategy, assessing the key trends we think will shape the ecommerce industry this year and which ecommerce teams need to be planning for. We've pulled out 5 factors that we think will have the greatest macro impact on ecommerce businesses. Mortgages and interest rates Inflation Stronger wage growth Trump’s tariffs Global supply chains And then explore 6 key trends that arise from the current economic situation: Cross border commerce Loyalty & referrals Content and top of funnel become more important Technology consolidation Flexible payments Returns As A Service (RaaS) Key takeaways: Understanding macroeconomic factors helps shape marketing strategies. The economic outlook in UK & US is slightly more positive than 2024 but still cost pressures on many households. Consumer confidence is crucial for driving discretionary spending. Premium & luxury brands are better insulated from the impact of shopping patterns due to rising costs. Tariffs will significantly impact supply chain costs and operations. Flexibility in supply chains is necessary to mitigate supply chain volatility. Investing in inventory management is essential for ecommerce success. Loyalty programs should focus on building long-term customer relationships. Community engagement enhances brand loyalty and customer retention. Buy now, pay later options can improve conversion rates if communicated effectively. Ecommerce brands should explore less competitive international markets for growth.…

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EP270: Inside Commerce Unwrapped 2024 - Annual Review of the Trends Shaping Ecommerce 52:14

há 15 weeks52:14

52:14

Every year, Inside Commerce looks back at the key trends that shaped the ecommerce industry over the past 12 months. In this episode, James and Paul discuss the evolving landscape of ecommerce as they reflect on the trends of 2024. They highlight the following: 1. More positive sales outlook & better consumer confidence 2. Consumers becoming increasingly value focused 3. Renewed focus on the importance of international markets 4. Emergence of focused use cases for GenAI 5. Growing significance of brand collaborations and influencer marketing. 6. Increased focus on loyalty and subscription strategies 7. Greater emphasis on sustainability The discussion emphasises the need for brands to adapt to changing consumer preferences and leverage technology to enhance their strategies. We explore what's shaping consumer behaviour and the future of online retail, emphasising the need for brands to adapt and innovate in a competitive market. Key takeaways: Ecommerce is seeing a more positive sales outlook in 2024. International markets are becoming a key focus for brands. Consumers are increasingly value-oriented in their purchasing decisions. AI is being integrated into ecommerce for practical use cases. Collaborations between brands are on the rise as a marketing strategy. Influencer marketing has matured with better tools and reporting. Loyalty programs are evolving to focus on rewarding positive customer behaviour. Subscription models are shifting towards quality and service rather than just discounts. Sustainability is becoming a priority for brands and consumers alike. Brands are investing more in creative content and brand strategy. The importance of data in shaping marketing strategies is increasing.…

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EP269: Delivering One Of The Industry's Biggest SaaS Migrations With More Than 1 Million Products, with World Books Product Director 50:33

há 16 weeks50:33