Show Notes

In this insightful episode of 'It's a Customer's World' podcast, host Andy Murray explores the evolving intersection of mobile gaming and retail media with Nassir Wajihuddin, CEO of Engago.  

They delve into Wajihuddin's journey from marketing iconic brands like Skittles and Oreo to innovating in the mobile game space, and discuss how mobile games can significantly enhance customer engagement and offer new advertising avenues for retailers.  

Key discussions include the impact of Wordle on the New York Times' business model, the vast potential of casual mobile games for user engagement, and the strategic integration of games into retail media to bolster customer loyalty programs and drive significant ad revenue. This episode sheds light on the untapped synergies between mobile gaming and retail, offering valuable insights for marketers and retailers alike. 

Questions and Topics: 

03:23 Nasir Wajihuddin's Background and Entry into Gaming 

06:36 Defining the Mobile Game Market 

08:18 The Business Model and Impact of Wordle 

17:28 Enhancing Retail Media with Mobile Games 

23:01 Challenges and Advantages in Retailer Adoption 

30:06 Entrepreneurial Advice and Closing Thoughts 

Show Notes

In this episode of 'It's a Customer's World' podcast, host Andy Murray talks with Steve Dennis, a seasoned leader and author, about the challenges and necessities of transforming organizations to become truly customer-centric. With insights from Dennis' new book 'Leaders Leap,' they discuss the critical leadership mindset needed for such transformations. The conversation delves into Dennis' personal reflections on past experiences, notably his time at Sears, and how moments of crisis can lead to significant professional growth and the imperative for courage in leadership.  

Dennis emphasizes the importance of being customer-focused, not just in marketing but across all aspects of an organization, and how fear and ego can impede innovation. They touch on various aspects of leadership and the necessity of adopting new mindsets to succeed in today's rapidly changing retail landscape.  

The episode is rich with advice on personal and organizational transformation, highlighting the journey towards more dynamic, customer-centered leadership. 

Questions and Topics: 

00:00 Welcome to It's a Customer's World Podcast 

01:05 Deep Dive with Steve Dennis: Leadership and Transformation 

02:27 The Sears Strategy Story: A Leadership Reflection 

07:20 Pivoting Perspectives: The Power of Leadership Mindset 

11:10 The Courage to Innovate: Overcoming Fear and Embracing Change 

26:31 Leadership Leaps: The Seven Mindset Shifts for Transformation 

31:19 Personal Journey: Embracing Vulnerability and Courage in Leadership 

40:35 Closing Thoughts and the Path Forward 

Additional Links

Leaders Leap by Steve Dennis

Show Notes

This episode of It's a Customer's World podcast focuses on the shift towards customer centricity in retail and the broader implications for brands and advertisers. Andy Murray talks with Sharon Gai, an expert in e-commerce, digital transformation, and AI with significant experience at Alibaba, to explore how China-based companies prioritize customer experience in developing their platforms.  

They discuss the importance of first-party data and closed-loop reporting in creating more relevant consumer experiences and the challenges brands face in accurately defining and achieving these experiences.  

Sharon shares insights into the 'golden triangle' framework of product, merchandise, and context used by Chinese e-commerce companies, emphasizing the role of hyper-personalization and the use of extensive consumer data in crafting targeted marketing strategies.  

The conversation also delves into the potential impact of generative AI on e-commerce and the need for brands to experiment and adapt to remain competitive.  

Questions and Topics: 

0:00 Episode Introduction 

2:38 Introducing Sharon Gai 

3:26 Discussion on China’s E-commerce Approach 

13:01 Exploring the Future of Consumer Experience 

17:46 The Role of Reviews in E-commerce 

22:39 The Impact of Data Privacy on Consumer Experience 

26:03 The Future of E-commerce and AI 

Additional Links

Sharon Gai's website

Sharon Gai's book

Show Notes

In this episode of It's a Customer's World Podcast, Andy Murray takes on the role as guest alongside Molly Rapert and Rod Thomas. Special host, Brent Williams, leads the trio through a lively conversation over their latest whitepaper on Retail Media Networks. 

The Retail Media Networks whitepaper discussed in this episode is the second release of academic research on the topic, conducted by the Sam M. Walton College of Business's Customer Centric Leadership Initiative and research team. 

Join Andy Murray and the Walton College research team as they discuss significant developments in Retail Media Networks over the last year and how crucial strategic clarity, alignment, and standardization will be vital for future success. 

Questions and Topics: 

0:00 Episode Introduction 

1:15 Guest Introductions 

3:26 Macro view on the changes in Retail Media Networks from last year 

6:21 How do you distill all the expert interviews and insights 

7:59 What did you find: a bullish or bearish perspective on Retail Media Networks? 

13:33 Where have gaps closed vs where they have not in terms of strategic clarity 

15:48 How value is created and whether it has changed from the previous year 

19:58 The way forward 

In this episode of It’s a Customer’s World Podcast, Andy Murray is joined by Chris Riegel. Founder and CEO of STRATACACHE. Chris is an expert in emerging technologies with 20 years of experience in systems and networking technology ventures, including acquisitions of technologically advanced companies to build the STRATACACHE family. STRATACACHE offers retail transformation and exceptional customer experiences through advanced marketing technology solutions.

In their conversation, Andy and Chris trade thoughts on the current state of in-store digital signage, the future of retail technology, the evolution of retail media networks, how retailers can become more customer-centric, and much more.

00:00 Episode Introduction

01:00 Guest Introduction

03:00 Viewing digital signage from the perspective of the consumer

09:33 What is driving the pendulum swing back to in-store digital displays? 

12:28 What shoppers using a phone in-store tells us about the customer experience 

20:12 The importance of customer data

25:00 Where is the line between relevant ad personalization and “creepiness”?

27:52 What have you learned about executing Retail Media effectively?

32:37 Looking at European trends 

34:10 Forecasting the evolution and growth of RMNs

36:06 The benefit of a customer-centric approach when entering an emerging space

43:58 Why retailers need to stay true to their core mission of serving customers

In this episode of It’s a Customer’s World Podcast, Andy Murray is joined by Katie Hotze. Katie is the CEO & Founder of Grocery Shopii, a Charlotte-based tech startup that uses machine learning to fuel online grocery shopping. With over 20 years of experience in digital marketing, data analytics, and business strategy, Katie was able to turn a personal frustration with online grocery shopping into a nationally-recognized retail tech disrupter that’s rapidly expanding in North America.

In their conversation Andy and Katie explore the problem she is solving for consumers and retailers, the power of shoppable recipes, the impact of generative A.I., what is next in the world of retail technology, and much more.

Questions and Topics

02:25 What led to the creation of Grocery Shopii?

06:10 How did you know you had a customer problem worth solving?

11:00 How big is the space for shoppable recipes?

15:30 What makes Shopii standout?

21:38 Special use cases for Shopii

24:40 What impact has this had for retailers?

31:24 How do you see generative A.I. shaping the future of shopping?

37:22 What is next for Grocery Shopii?

In this episode, Andy Murray is joined by Despina Kokkaraki, CMO at strategy Tonic. Despina has spent decades in the customer experience and customer data space. In their conversation Andy and Despina explore characteristics of a successful customer data strategy, the upskilling deficiency in retail today, ethics surrounding personalization and data privacy, the future of data privacy in the United States and how retailers can prepare for a cookieless world, and much more.

Despina also fields a few questions from senior marketing students at the University of Arkansas.

01:32 Guest Introduction

04:03 What experiences built competencies to be successful in this space?

06:51 Why is there such a movement towards first party data?

10:06 How can retailers obtain actionable and valuable first party data?

13:49 What role does upskilling play in this evolving space?

15:58 What makes up a successful customer data strategy?

18:09 Understanding personalization and boundaries that need to be addressed

21:17 What is a RFM model?

24:30 The power of segmenting customer data

25:47 What US retailers can learn from European retailer’s approach to customer data strategy 

29:52 Questions from Walton College Marketing students

30:23 How can companies measure emotional reactions in a privacy appropriate manner?

32:28 How can marketers better understand ethical boundaries related to data privacy?

34:46 How students and young professionals can build competencies in the customer data space

36:17 The importance of having a specific strategy for the data you are collecting

38:10 What gives you hope for the future of customer data?

Connect with Despina: https://www.linkedin.com/in/despinakokkaraki/

Connect with Andy: https://www.linkedin.com/in/andrewlmurray/

Follow CCLI: https://www.linkedin.com/company/customer-centric-leadership-initiative-sam-m-walton-college-of-business/

Check Out Strategy Tonic: https://www.strategytonic.com/

Andy is joined by Simon Hathaway, Group Managing Director of EMEA at Outform. Simon has decades of experience in retail, with a deep understanding of the digitization of the industry and a proven track record in building businesses, transforming capability, and growing reputation.

Their conversation explores the increasingly digitized retail space, differing views on mobile devices in-store, the relationship between retail technology and CX, and much more.

00:00 Episode Introduction

01:02 Guest Introduction

02:02 The current landscape of the physical retail space

03:06 What current retail innovations are scalable?

05:34 The impact of mobile devices in-store

08:37 Retail innovation in Europe vs United States

13:09 How innovation can impact discovery in-store

15:25 How is investment in retail technology perceived?

20:08 Retail technology and Retail Media Networks

21:37 What technology innovation is most promising in physical retail?

24:29 How will the creative ecosystem shape the future of retail technology?

27:41 The relationship between retail digitization and CX

31:10 How does Outform help their clients?

32:30 Questions from Walton College of Business Students

39:24 A new era of shopper insights

Simon Hathaway: https://www.linkedin.com/in/simon-hathaway-7229394/

Outform: https://www.outform.com/

Digital Mannequin Demo: https://vimeo.com/outform/digitalmannequin 

Andy Murray: https://www.linkedin.com/in/andrewlmurray/

bigQUEST LinkTree: https://linktr.ee/thebigquest

In this episode of “It’s a Customer’s World” podcast, @Andy Murray is joined by @Chris Wallace, Co-Founder and President of @InnerView Group. Chris has a rich background as customer experience (CX) strategist and is frequently published in popular outlets including Harvard Business Review, Forbes, and Ad Age. 

In this show, Andy and Chris take a deep dive into customer experience strategy. Listen in to the full conversation as they define CX, why it is important for businesses today, the biggest challenges organizations face today in finding alignment around CX, and much more. 

00:00 Podcast Introduction

01:17 Introducing Chris Wallace

02:22 Getting started in Customer Experience (CX)

03:36 Defining CX

05:00 Identifying if a brand is truly customer centric

06:06 What are the greatest challenges in becoming customer centric today?

08:15 Where does CX live within an organization?

11:16 How to measure the impact of CX

14:38 How brands can listen and understand their customer

16:52 The importance of a human touch in CX

19:50 What is the most important aspect of CX?

23:23 Trying to understand consumer sentiment at scale

26:01 The strong correlation between company culture and CX

31:03 What is the role of technology in-store?

36:00 Companies that are currently excelling at CX

38:00 What does InnerView do for their clients?

40:52 What insights have been uncovered through the work of InnerView?

42:42 Advice for students and young professionals

Chris Wallace: https://www.linkedin.com/in/christopherewallace/

InnerView Group LinkTree: https://linktr.ee/innerviewgroup

Andy Murray: https://www.linkedin.com/in/andrewlmurray/

bigQUEST LinkTree: https://linktr.ee/thebigquest