Customerland

AI-powered decisioning is transforming how retail media networks operate, and Hightouch stands at the forefront of this revolution with a freshly announced $80 million funding round at a $1.2 billion valuation.

In this conversation with Ian Maier, Ad Tech and AI Lead at Hightouch, we explore how composable CDPs are dramatically reducing implementation timelines for retailers launching media networks. Unlike traditional CDPs that require months of data migration, Hightouch's solution sits atop existing data infrastructure, allowing enterprise retailers to activate their first-party data across channels in a matter of weeks rather than months.

Maier shares a compelling case study of wearable technology company Whoop, which replaced scheduled email blasts with AI-driven decisioning and saw a 10% incremental lift in cross-sells. Beyond performance improvements, their marketing team now spends less time on operational tasks and more on high-value creative work – a double benefit that showcases AI's true promise in marketing.

The retail media landscape faces significant fragmentation challenges with over 200 networks now operating. This proliferation creates difficult choices for advertisers who must decide where to invest their budgets. Maier explains that success for retail media networks increasingly depends on making the buying process frictionless while demonstrating true incrementality – proving their platforms drive sales that wouldn't have happened otherwise.

Looking ahead, Hightouch is developing solutions that allow retail media networks to create holdout groups across channels, enabling true incrementality testing that advertisers can access through intuitive dashboards. This capability addresses one of the industry's most pressing needs, as evidenced by Maier's observation that "9 out of 10 folks at NRF said the word incrementality at least once" during presentations.

For brands navigating the complex retail media ecosystem and retailers looking to maximize their media revenue, understanding these technological advancements isn't just advantageous – it's essential for staying competitive as the space continues its explosive growth.

What happens when you tell a software engineer his CMS platform will shut down in six months, leaving major clients like Adidas and Reebok stranded? You get Storyblock - perhaps the most thoughtful reinvention of content management in decades.

Dominik Angerer, CEO and co-founder of Storyblok, takes us on a journey through the broken world of traditional CMS platforms and reveals how his team is building something fundamentally different. The problem isn't just technical – it's the entire approach to content creation and management that's failed marketing teams everywhere.

Most CMS platforms function as what Dominic calls "content graveyards" – places where content is published and forgotten after being created elsewhere in Google Docs or Word. This disjointed workflow creates endless inefficiencies, from formatting inconsistencies to the inability to properly reuse content across channels.

Storyblok's "Joyful Headless" approach combines developer-friendly API architecture with tools specifically designed for marketers' needs. Their Ideation Room brings unstructured content creation directly into the CMS environment, while forthcoming features will use AI to help refresh stale content and visualize how content connects across your digital ecosystem.

The results speak for themselves – the National Retail Federation reduced development time by 70% using Storyblok's approach. Unlike competitors who have expanded beyond content management into e-commerce and other functionalities, Storyblock maintains laser focus on solving the content lifecycle challenges: ideation, creation, publishing, and reuse.

Ready to liberate your content from the graveyard and transform how your team creates? Discover why Storyblok's focused approach might just be the solution you've been searching for.

The gap between AI hype and real-world implementation is creating both challenges and opportunities for retailers worldwide. Talkdesk executives Ed Durbin and Michael Klein pull back the curtain on what's actually happening in retail AI adoption, sharing candid insights from their conversations with retail leaders at NRF and beyond.

"We've spent millions on AI and we're still trying to get it to work," one retail vice president confessed to Ed during a recent conversation. This admission captures the frustration many retailers face as they attempt to transform customer experience with artificial intelligence while managing legacy systems, limited budgets, and talent shortages. Despite these challenges, consumer expectations continue to rise dramatically, with Talkdesk research showing 70% of consumers plan to use AI for shopping in 2025.

The conversation explores how retailers can move beyond viewing AI as merely the "shiny new toy" to building a solid foundation for customer experience transformation. The Talkdesk team distinguishes between three waves of retail AI development: predictive/interpretative AI (which has existed for a decade), generative AI (2024's focus), and agentic AI (emerging in 2025). They explain why purpose-built retail solutions offer advantages over generic platforms that simply "put a spin on existing technology."

Perhaps most valuable is their discussion of the evolving skill requirements for AI implementation. As AI becomes more capable of understanding natural language, the conversation suggests we may see less need for specialized "prompt engineers" and more emphasis on business professionals who understand desired outcomes. This democratization of AI could significantly impact how retailers approach technology adoption and talent development in the coming years.

Whether you're a retail leader navigating AI implementation challenges or simply interested in how artificial intelligence is reshaping consumer expectations, this conversation offers practical insights based on real-world retail experience rather than theoretical possibilities. Join us to discover how customer experience technology is finally evolving from cost center to profit driver through strategic AI implementation.

The hidden science behind retail success isn't found in flashy technology or complicated loyalty programs – it's in the power of engaged store associates. This conversation with Nikki Baird, VP of Strategy and Product at Aptos, reveals groundbreaking research showing that when employees reach "peak immersion" during customer interactions, sales naturally increase.

Retailers have become addicted to digital metrics, treating them like donuts that provide a quick sugar rush of data, while neglecting the apple-like sustenance of in-store metrics that require more effort to digest but provide better nourishment. This misplaced focus leads to investments in technologies that work around store associates rather than empowering them.

Nikki challenges conventional thinking about loyalty programs, explaining that true customer devotion stems from consistency paired with unexpected moments of delight – elements best delivered through human connections. When customers choose physical stores over online shopping, they're implicitly seeking the option of human assistance, even if they don't actively engage with associates during every visit.

The most revealing insight comes from a perfume kiosk case study where technology designed to work independently of associates ultimately failed because it didn't consider their crucial role in the customer journey. The message is clear: successful retail experiences must serve all stakeholders – executives, customers, and especially frontline staff.

Have you been overlooking your most valuable retail asset? Listen now to discover why your competitive advantage isn't found in technology alone, but in the humans who bring your brand to life. Share your thoughts on how you're empowering your associates to create exceptional experiences!

Ever wondered what technology investments actually make retail employees happier—not just more productive? Katie Riddle, Global Retail Strategy Lead at Verizon Business, reveals that while 98% of grocery retailers struggle with staffing challenges, the solution goes beyond efficiency tools.

"It's not just about making employees more efficient," Katie explains. "It's about providing a better experience that makes them want to stay." Through her unique position overseeing retail strategy at Verizon, Katie has a panoramic view of how leading retailers are using technology to transform both customer and employee experiences. From appointment-setting systems that help associates prepare for customer needs, to self-service kiosks that free staff for meaningful interactions, the right technology investments create environments where employees feel knowledgeable, empowered, and trusted.

The conversation takes us through retail's digital transformation journey—from pandemic-driven quick fixes to today's sophisticated integration of mobile technology with in-store experiences. By 2026, 42% of retailers plan to implement mobile apps with in-store features, more than doubling current adoption. These technologies enable what industry insiders call the "fidgetal" experience—a seamless blend of physical and digital interactions that enhances shopping journeys through real-time personalization.

Perhaps most fascinating is Katie's perspective on AI applications in retail. While artificial intelligence has been quietly optimizing inventory for years, generative AI is revolutionizing content creation and marketing, while "agentic AI" promises to transform operations and customer service. As Katie notes, "Your imagination is the limit to what it can do." This isn't just another overhyped technology—it's exceeding expectations and reshaping retail from the stockroom to the sales floor.

Want to understand the future of retail technology and its impact on both customers and employees? This conversation provides a masterclass in retail innovation from someone who bridges strategy, technology, and real-world implementation.

What happens when traditional loyalty programs fail to deliver real value? In a world where 57% of US consumers no longer demonstrate true brand loyalty, businesses must fundamentally rethink what it means to create lasting customer relationships.

Meghann York, Global Head of Product Marketing at SAP CX, takes us deep into the shifting loyalty landscape with fresh insights from the Global Customer Loyalty Index. The days of simple "buy-get-points-buy-more" programs are fading as consumers—particularly Gen Z—demand authentic connections that align with their values and deliver genuinely personalized experiences.

We explore the stark reality that only 17% of consumers feel truly valued by brands, revealing both a challenge and massive opportunity for forward-thinking businesses. From the decline of "inherited loyalty" to the rise of value-based brand relationships, Meghann unpacks what today's consumers really want: experiences that recognize them as individuals, respect their privacy, and reflect their personal values.

The most fascinating insights come when examining Gen Z's loyalty red flags (irresponsible data use, excessive marketing) and green flags (immersive apps, memorable experiences, relatable influencers). As Meghann explains, "This is a very empowered generation...they know what good looks like and they're going to expect that."

Whether you're struggling with customer retention or looking to build more meaningful brand relationships, this conversation provides actionable insights on creating loyalty programs that deliver real value in an age of endless consumer choice. Ready to transform how your customers feel about your brand? This episode is your roadmap to loyalty that lasts.

When Amanda Oren and I finally connected after a month of calendar wrangling, I knew the wait was worth it. As VP of Industry Strategy for Grocery North America at Relex, Amanda brings a unique perspective – she joined the company after being a customer herself, giving her both the retailer's and the technology provider's view of the rapidly evolving grocery landscape.

Our conversation quickly dived into how Relux's AI-powered demand forecasting is helping grocers reduce inventory costs by an impressive 20% while simultaneously improving product availability and reducing waste. The platform sits atop retailers' transactional systems, aggregating data to optimize everything from shelf space allocation to safety stock levels. For an industry with razor-thin margins, these efficiencies represent significant competitive advantages.

We tackled the thorny topic of supply chain transparency and the looming FSMA 204 regulation that takes effect in January 2026. Amanda painted a vivid picture of the practical challenges: tracking an individual orange from farm to shopping cart would require RFID tags on every piece of produce, a capability that simply doesn't exist today. Similarly, tracing which specific avocados went into store-made guacamole presents near-impossible complexities. The industry is actively working to help legislators understand these realities while still advancing meaningful traceability improvements.

The conversation shifted to AI applications in retail, where Amanda cut through the hype with practical examples. From data cleansing to personalization, AI is transforming how retailers understand customers and optimize operations. Looking ahead to 2026, she predicted three major trends: the expansion of retail media networks, wider adoption of electronic shelf labels, and continued evolution of self-checkout technology with advanced anti-theft measures.

Whether you're a grocery executive navigating technology decisions, a supplier trying to understand retailer priorities, or simply interested in how your shopping experience is being reimagined behind the scenes, this episode delivers illuminating insights into the future of food retail.

Sustainability and health consciousness aren't just buzzwords – they're reshaping consumer loyalty in profound ways that retailers can no longer afford to ignore. My conversation with Joel Percy, Regional Director at Eagle Eye, dives deep into the striking findings from their Green Loyalty Survey that reveals just how powerfully these factors influence purchasing decisions.

The statistics are eye-opening: 74% of Gen Z and 70% of families consider sustainability extremely or very important in their shopping choices. Perhaps even more compelling is that 62% of all respondents are willing to pay premium prices for eco-friendly brands. Yet despite this clear consumer preference, nearly half of all loyalty programs lack sustainability-focused rewards – representing both a significant oversight and an untapped opportunity.

We explore the fascinating overlap between sustainability-minded and health-conscious consumers, with 71% of sustainability-focused shoppers also prioritizing health and wellness. This intersection suggests retailers should develop integrated approaches rather than treating these as separate initiatives. As Joel notes, the "shape of the solution" for both preferences follows similar patterns – providing information, personalization, and thoughtful incentives.

For retailers wondering how to capitalize on these insights, Joel outlines three key strategies: deliver utility through accessible information about products' sustainability and health attributes; implement personalization that addresses individual needs beyond basic preferences; and consider incentives that reward sustainable or healthy choices. The technology enabling these approaches has evolved dramatically, creating perfect timing for retailers to transform their loyalty programs.

What emerges most clearly from our discussion is that while price sensitivity remains important (especially for value-conscious Gen Z), consumer expectations now extend far beyond discounts. Modern shoppers seek genuine utility and alignment with their values – creating a powerful opportunity for retailers who can deliver on both fronts.

Tariffs have become a hot-button issue that's reshaping the retail landscape in ways few could have predicted. In this revealing conversation with Duleep Rodrigo, KPMG US Consumer and Retail Sector Leader, we cut through the noise to understand how these economic policy decisions impact both businesses and everyday consumers.

Unlike typical economic downturns where consumer behavior follows predictable patterns, tariff situations create a uniquely dynamic environment. "The tariff landscape can shift in a day," making strategic planning particularly challenging for retailers who source products globally. Rodrigo unpacks how companies navigate this complexity, explaining why some retailers face minimal disruption while others scramble to rethink entire supply chains.

The conversation takes a fascinating turn when examining consumer loyalty during economic uncertainty. Our data reveals that while consumers initially stick with trusted brands during disruptions, they gradually prioritize value as situations persist. "Price and quality are two of the key variables that continue to come up," Rodrigo notes, though the balance between them shifts depending on product category. For durable goods like electronics, quality often trumps price, while convenience emerges as a powerful third factor influencing purchase decisions.

Perhaps most surprising is Rodrigo's revelation that "most senior executives are not panicking" despite media narratives suggesting otherwise. Instead, forward-thinking retailers are methodically modeling tariff implications, exploring sourcing alternatives, and developing nuanced pricing strategies by channel and category. The message is clear: while tariffs create legitimate challenges, they also present opportunities for agile companies with strategic vision. Listen now to gain insights that could help your business navigate these uncertain economic waters.

On the heels of Pega's recent "Blueprint" announcement, I got to spend some time with CTO Don Schuerman pulling apart the tech, the capabilites, and more importantly, what brands are doing with these new superpowers. Discover key insights into how real-time technology solutions can transform customer engagement and minimize tech debt. We discuss the concept of "next best action," emphasizing timely customer interactions that align with business goals. 

• Explanation of the next best action concept 
• Insights into the challenges posed by tech debt 
• Overview of Pega’s Customer Engagement Blueprint 
• Discussion on the significance of personalized customer engagement 
• Exploration of transitioning from product-centric to customer-centric strategies 
• Understanding how technology can enhance decision-making in marketing 

Let us know what you think of the tools we discussed. Have you tried elevating your customer engagement approaches? We’d love to hear from you.