The Multichannel Success Podcast - from Prospero & The Multichannel Expert

Building a data-driven organisation with Penelope Bellegarde - Multichannel Success Podcast S4e6

In today's episode, we have an insightful discussion on what it takes to build a data-driven organisation. Joining us is Penelope Bellegarde, a data specialist who has worked with brands like TUI and PwC and now runs her own company, DataTouch.
We explore the challenges organisations face in becoming data-driven and how AI fits into the picture. We talk about the need for a solid vision and the importance of having a measurement framework. We also delve into the environmental concerns related to data centers and the significance of ESG. Whether you're a data novice or an expert, this episode offers valuable insights and tips for leveraging data in your business.
 
See all episodes here:  Multichannel Success Podcast Season 4

Tracking & Using Customer Intent with David Mannheim - Multichannel Success S4e5

Today's podcast episode was a real treat as we had David Mannheim from Made With Intent join us. David talked about his career journey, from his early days in advertising to founding his own agency and writing a book.
We had some light-hearted moments discussing our favorite football teams and Disney, but the core of our conversation was about consumer behavior. David emphasises the need to see consumers as real people and not just data points, sharing stories about Starbucks and Disney to make his point.
He also introduced a fascinating concept from football called 'expected goals' to explain how businesses should measure success. This episode was packed with valuable insights and entertaining moments!
For all episodes see here:
Multichannel Success Podcast Season 4
 

Why do Vendors oversell with Jamie Hancox - Multichannel Success S4e4

In this episode of the Multichannel Success Podcast, David and Mark welcome Jamie Hancox, a digital guru and founder of Commerce Futures, to discuss why software vendors tend to oversell their products. Jamie shares his experience working with both merchants and software vendors, explaining that the relationship between the two can often be strained due to unmet promises.
Jamie points out that while everything is theoretically possible with software, the reality often involves significant effort and resources that aren't always communicated upfront. The conversation also touches on the role of systems integrators (SIs) and the importance of customer success teams in ensuring long-term satisfaction.
They highlight the competitive nature of the market and the tendency for vendors to overpromise, especially in the rapidly evolving fields of e-commerce and AI. The episode wraps up with advice for the industry to listen to customers and ensure that what they're selling truly fits the customer's needs.
For all episodes see here:
Multichannel Success Podcast Season 4
 

Market Insights with Richard Lim - Multichannel Success S4e3

In this episode of the Multichannel Success podcast, we dive into the world of retail economics with our special guests, Richard Lim along with David Worby.
Richard, the CEO of Retail Economics, shares some optimistic news about the economy, mentioning that inflation has hit the target level of 2% and interest rates are starting to cut, which could boost consumer confidence. David Worby adds that while economic data looks good, consumer confidence might take longer to recover because the real feel is still not very positive. We also discuss the challenges retailers face, like rising operating costs and soft consumer demand, making it a tough time for the industry despite some positive outlooks.
We wrap up with an interesting chat about the trend of big brands taking over the high street, and the potential future of marketplaces and second-hand retail. Overall, it was a fascinating discussion about the current state and future of retail.
For all episodes see here:
Multichannel Success Podcast season 4

How the buying world should change with Anna Berry - Multichannel Success S4e2

In this episode of the Multichannel Success Podcast, Mark had an insightful chat with Anna Berry, a seasoned buyer from John Lewis, and our regular co-host, David Worby, who also has a background in merchandising. We delved into how the roles of buyers and merchandisers differ yet complement each other in retail.
Anna shared her journey and experiences while highlighting the importance of teamwork between buyers and merchandisers for a successful product assortment. We also explored how eCommerce has transformed the buying process, with online sales becoming a significant part of the business.
The conversation touched on the growing role of data and AI in retail, emphasizing the need for agility and customer-centric strategies. Overall, it was a fascinating discussion about the evolving landscape of retail buying and merchandising.

The Retail Challenge with Ian Scott - Multichannel Success S4e1

In this episode of the Multichannel Success Podcast, we dive into the post-COVID world of physical retail with Ian Scott, a renowned independent retail consultant. Ian shares insights on how the pandemic was a wake-up call for the retail industry and how human nature has driven a return to in-store shopping.
We discuss the integration of digital and physical retail, highlighting how brands are using technology to enhance the in-store experience. Ian also emphasises the importance of understanding customer behavior and adapting to their needs, whether you're a large corporation or a small retailer.
We wrap up by exploring the role of innovation and the importance of internal collaboration in driving retail success. Tune in for a fascinating discussion on the evolving retail landscape!
For all episodes see here:Multichannel Success Podcast Season 4
 

Why you probably don't need to replatform - but why you might - Multichannel Success Podcast S3e1

In our first podcast episode of Season 3, we dive into the world of eCommerce platforms and ecosystems. We have Deepak Anand from Shopline and Jeremy Wilson from Prospero join us to unravel the complexities of modern retail tech.
We talk about the shift from monolithic platforms to flexible ecosystems, and the evolving nature of platforms into partnerships. Deepak highlights the trend towards subscription-based models and the importance of aligning tech with business objectives. We also touch on the increasing role of social media in customer acquisition and the critical need for retailers to involve their customers in the tech development process.
From the importance of a clear plan to the benefits of an external project manager, we covered the A to Z of re-platforming and how to navigate the risks. It was a jam-packed session full of insights for retailers pondering the big question: to re-platform or not to re-platform?

Why your conversion rate obsession is obsolete - or is it? Multichannel Success Podcast S3e2

In this episode of 'Multichannel Success Podcast,' David Kohn had the pleasure of chatting with Mark Pinkerton from Prospero, and our special guest, Abi Hough from uu3. We dove into the evolving world of Conversion Rate Optimization (CRO) and questioned whether it's becoming obsolete.
Abi, with her 20 years of consulting experience, shares fascinating insights into the importance of understanding user behaviour beyond mere conversion rates. Mark reflects on his extensive CRO background and noted the shift towards a more holistic optimization approach.
We debate the relevance of CRO in today's tech-driven landscape, and Abi reminds us that despite advances in AI, the human touch remains crucial in understanding customers. We concluded that while CRO is changing, it's certainly not obsolete, and knowing your users is key to any brand's success.

Why you don't need an SI - Multichannel Success podcast S3e3

Today David Worby & Mark Pinkerton from Prospero are with Kevin Murray from Infinity, and today we're diving into a juicy topic: why sometimes you may not need a Systems Integrator (SI). We're unravelling the mystery of what an SI is, how the role has evolved, and the shifting landscape of technology that's changing the game for retailers.
From discussing the traditional SI model to exploring the new challenges of cloud-based systems, we're dissecting reasons why businesses might choose to partner with an SI or tackle technology in-house. Plus, we're getting real about the pros and cons of this decision, so buckle up for a ride through the world of tech integration, with a side of friendly banter and expert insights.
 

Why you need more channels.....or not - Multichannel Success podcast S3e4

This episode with David Kohn and Dan Burnham, together with David from Prospero about the ins and outs of eCommerce channels. We dove into the nitty-gritty of marketplaces, comparison shopping sites, affiliates, and the rising star of social commerce. Dan gave us the lowdown on how these channels are shaking up the digital shopping world, with a special shoutout to social networks like TikTok making big moves.
We also tackled the tricky topic of how businesses can navigate these channels to boost their brand without losing their unique voice or control over customer relationships. It's all about strategy, folks! Whether you're a fresh-faced brand or a seasoned player, choosing the right channels and managing them smartly is key to growth. And let me tell you, it's not a set-it-and-forget-it deal; these channels need some serious TLC to work their magic. So, stay tuned, keep learning, and let's ride the eCommerce wave together!