The Multichannel Success Podcast - from Prospero & The Multichannel Expert

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

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  

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  

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

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.

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  

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?

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.

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.  

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!  

This episode dives into the necessity of AI in retail and beyond with Co-founder of Snowplow Analytics, Alex Dean together with David & Mark from Prospero. Alex shares how they help brands understand customer behaviour through data. The discussion covers retail's growing data focus post-COVID, the importance of data teams, and the acceleration of AI adoption. Mark Pinkerton highlights the confusion around AI in retail, emphasizing the need for clarity in its application. The hosts discuss the distinction between traditional algorithms and AI, with AI's potential to revolutionize personalized customer experiences and operational efficiency. The conversation also touches on AI's role in content creation, search, and merchandising, and the challenges retailers face in adapting to AI due to capability gaps and the brain drain. They conclude with advice on starting with AI, including playing with AI tools, assessing existing data, and seeking third-party assistance.    

In this episode, we dove into why efficiency is becoming the new superpower for retailers. We had the pleasure of chatting with James Brooke, CEO of SWEFT, David Kohn, a regular contributor, and Michael Robinson, Chief Product Officer at SWEFT together with Mark Pinkerton from Prospero. They shared insights on the challenges retailers face post-pandemic, the need for profitable growth, and the crucial role of technology in improving efficiency. We also discussed how e-commerce integration, reducing time to market, and managing product information are key to staying competitive. Plus, we touched on the importance of company culture and employee experience in driving efficiency. The future of retail efficiency looks to be a blend of AI augmentation and a more interconnected, transparent organization that focuses on value-added activities.  

In this episode, David Kohn from the multichannel expert, David Worby, and Mark Pinkerton of Prospero engage in a lively discussion about Agile methodology, its relevance in eCommerce, and whether it's on its last legs. They delve into the Agile mindset, the challenges of defining project visions and endpoints, and the balance between Agile's iterative nature and the need for budgetary control. They also explore the impact of Agile on various stakeholders within a multi-channel retail environment, the role of external resources, and the importance of organizational stability. The conversation concludes with insights on how Agile principles can be selectively adopted to improve project efficiency, even if a full Agile transformation isn't on the cards.

What do we mean by Multichannel and how should retailers optimise physical and retail for success? This episode features Mark Pinkerton from Prospero, David Kohn from the Mulitchannel Expert and Paul McDermott from Matalan. www.prosperocommerce.com https://www.prosperocommerce.com/podcast-transcript-s2e6-multichannel-sychronising-digital-and-physical    

S2E5 - In this episode, we discuss HR - the Digital Challenge with James Minter from Harrington Tame. David Kohn from the Multichannel Expert and Mark Pinkerton from Prospero discuss the issues with James Minter from Harrington Tame. We dove into what 'digital' really means for us—hint: it's all about the customer—and how the game has changed from performance to brand marketing. We tackled the big issues retailers face, like specialization and balancing in-house and agency teams.  Catch you next time for more insights! transcript is here: https://www.prosperocommerce.com/podcast-transcript-s2e5-hr-and-the-digital-challenge Find out more about us - www.prosperocommerce.com  

S2E4 - In this episode, we discuss Digital Culture and Process and how to improve it. Join us as David Kohn from The Mulitchannel Expert and  David Worby, unpack the fusion of digital culture and process in today's biz landscape on the Multi-Channel Success Podcast. How culture should be inculcated into daily routines. transcript is here: https://www.prosperocommerce.com/podcast-transcript-s2e4-culture-and-process Find out more about us - www.prosperocommerce.com  

S2E3 - Headless eCommerce In today's podcast, we're unpacking the game-changer in eCommerce: headless commerce. Imagine your business agile like never before, with a back-end that powers up every device and platform your customers use. David Worby and Vikram Saxena explain how ditching the one-size-fits-all approach for a modular system can revolutionize your customer experience. Forget the hassle of plugins and the limits of platforms like Shopify; headless is where flexibility meets future-proofing. Whether you're a small startup or a booming business, it's time to consider if headless commerce can elevate your brand and streamline your operations. Tune in as we dive deep into this tech trend that's reshaping digital retail! transcript is here: https://www.prosperocommerce.com/podcast-transcript-s2e3-headless-commerce Find out more about us - www.prosperocommerce.com

S2E2 - Digital Strategy & Planning  It's David Worby on the mic with Mark Pinkerton, and we're unpacking digital strategy in this week's MultiChannel Success Podcast. We discuss why it's more than just marketing—it's your business's game plan for the digital world, aligning with your big-picture goals. We're talking the need for everyone to chip in, not just follow the leader, and why clear KPIs and agile methods matter. Whether you're building a strategy from scratch or refining an existing one, we've got insights galore. Tune in, join the conversation, and let's navigate this digital journey together. Catch you next time! transcript is here: https://www.prosperocommerce.com/podcast-transcript-s2e2-strategy-and-planning Find out more about us - www.prosperocommerce.com

Results from the Prospero annual survey discussed by Mark Pinkerton and David Worby from Prospero with David Kohn from The Multichannel Expert. Is the lustre of Black Friday rubbing off? Listen to hear what our survey says.  Blog post is here: https://www.prosperocommerce.com/our-annual-black-friday-research-trust-is-declining-but-multichannel-is-back-in-favour Find out more about us at: https://www.prosperocommerce.com Full survey results are here: Black Friday 2023 survey results    

S2E1 - Lowering the cost of returns.  Join us on the Multi-Channel Success Podcast as we dive into reducing return costs with EasyCom's founder, Peter Hietala. Discover innovative strategies for retailers!" For some retailers, returns in some categories can run at 70%.   David Worby & Mark Pinkerton from Prospero lead the conversation. Transcript is here: https://www.prosperocommerce.com/podcast-transcript-s2e1-lowering-the-costs-of-returns-copy Found out more about us here: www.prosperocommerce.com www.themultichannelexpert.com  

In this episode of Multichannel Success, we discuss Customer Retention - we share our experience combining strategic approaches to digital with practical day-to-day execution. We are David Worby and Mark Pinkerton from Prospero and David Kohn of The Multichannel Expert. https://www.prosperocommerce.com/who   https://themultichannelexpert.co.uk/

In this episode of Multichannel Success we discuss Customer Acquisition. Through our experience combining strategic approaches to digital with practical day-to-day execution we hope we have knowledge of interest to our listeners.  We are David Worby & Mark Pinkerton from Prospero and David Kohn of The Multichannel Expert. https://www.prosperocommerce.com/who   https://themultichannelexpert.co.uk/

In this episode we discuss Social Media for Custome Acquisition.   In the Multichannel Success Podcast we share our experience combining strategic approaches to digital with practical day-to-day execution. We are Mark Pinkerton from Prospero and Ben Muir of Unsociable. https://www.prosperocommerce.com/who   https://unsociableagency.com/  

In this epdisode we discuss Customer Experience and the role it plays. In the Multichannel Success Podcast we share our experience combining strategic approaches to digital with practical day-to-day execution. We are Mark Pinkerton & David Worby from Prospero & David Kohn of The Multichannel Expert https://www.prosperocommerce.com/who   https://themultichannelexpert.co.uk/

In this episode we discuss Trading Effectiveness. In the Multichannel Success Podcast we share our experience combining strategic approaches to digital with practical day-to-day execution.  We are Mark Pinkerton & David Worby from Prospero & David Kohn of The Multichannel Expert https://www.prosperocommerce.com/who   https://themultichannelexpert.co.uk/

Today we discuss Data Analytics and Insight. In the Multichannel Success Podcast, we share our experience combining strategic approaches to digital with day-today execution. We are Mark Pinkerton and David Worby from Prospero & David Kohn from the Multichannel Expert Prospero Commerce The MultiChannel Expert

In this episode we discuss Technology & Systems. In the Multichannel Success Podcast we share our experience combining strategic approaches to digital with practical day-to-day execution. We are Mark Pinkerton & David Worby from Prospero & special guest Liam Quinn from Vervaunt. https://www.prosperocommerce.com/who https://themultichannelexpert.co.uk