What’s blocking real B2C transformation?

Spoiler: it’s rarely the technology.

In this episode of Let’s Talk Business Transformation, we’re joined by Justine Le Corre, Lead - Advisory and Change at OSF Digital, to unpack what’s really holding B2C brands back and what actually drives long-term value.

You’ll hear:

• Why treating digital as “just another channel” still holds brands back

• How misaligned teams slow down transformation

• How AI is reshaping customer expectations

• And what really drives long-term customer value

Takeaways

• Many large B2C brands treat digital as an add-on.
• Customer lifetime value is more important than conversion rates.
• Consumers today are sensitive to effort and trust.
• Customer service is crucial for building trust.
• B2C commerce is shifting to relationship-based models.
• Transformation should be viewed as a business evolution.
• Short-term wins must align with long-term goals.
• Choosing a business model depends on brand positioning.
• A unified customer experience requires a 360-degree view.
• Technology should be an accelerator, not the starting point.

Chapters

(00:49) The Digital Strategy Mistake

(02:29) Key Performance Indicators in B2C

(04:47) Customer Service as a Trust Builder

(05:23) Shifts in B2C Commerce

(06:20) Transformational Barriers in B2C

(09:14) Choosing the Right Business Model

(10:50) Creating a Unified Customer Experience

(12:06) The Next Frontier in B2C Commerce

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Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

In this episode of Let’s Talk Business Transformation, we’rejoined by Gerry Szatvanyi, Chief AI Officer, to explore what it really takes to make AI work at scale in enterprise organizations.

This conversation is a must-listen for business leaders lookingfor a practical, real-world perspective on AI adoption at scale.

Takeaways

• AI is both a growth engine and a risk amplifier.
• Companies delaying AI adoption risk going bankrupt.
• AI allows for rethinking and transforming business processes.
• Investment in AI should be guided by clear ROI expectations.
• Alignment across all levels of the organization is crucial for AI success.
• Direct benefits from AI initiatives must be measurable.
• Workshops can help identify areas for AI disruption.
• Quick wins in AI can drive broader organizational adoption.

Chapters

(00:30) Introduction to AI and Digital Transformation

(01:02) The Dual Role of AI: Growth vs. Risk

(02:36) AI's Impact on Business Processes

(04:19) Investment Strategies for AI Adoption

(06:21) Evaluating ROI in AI Initiatives

(07:28) Critical Shifts for Successful AI Adoption

(09:48) The Future of Work with AI

(11:05) Action Steps for CEOs on AI Adoption

Watch on YouTube

Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

Managed services shouldn’t slow you down. They should push you forward.

In this episode of Let’s Talk Business Transformation, Chelsea Carey breaks down how managed services can actually fuel growth, driving faster releases, smarter roadmaps, and real commerce impact after go-live.

If your backlog feels heavy and progress feels slow, this is the conversation you want to hear.

Takeaways

• Managed services should drive growth, not just support.
• A strategic approach is essential for e-commerce success.
• Continuous optimization is crucial after implementation.
• Agility and flexibility are key in a dynamic environment.
• Site performance directly affects customer experience and revenue.
• Innovation in processes can enhance service delivery.
• Collaboration and governance structures are vital for success.
• No two clients are the same; customization is necessary.
• Unified teams lead to better outcomes and faster progress.
• Future trends will focus on AI and predictive analytics.

Chapters

(00:31) Navigating the Managed Services Landscape

(02:30) The Evolution of Managed Services

(03:39) Continuous Optimization Post-Implementation

(07:49) Turning Strategy into Results: A Customer Success Story

(10:06) Agility and Speed in E-Commerce

(11:34) Driving Innovation in Managed Services

(14:52) Lessons Learned and Future Trends

Watch on YouTube

Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

Customers don’t compare your service to competitors. They compare it to the best experience they’ve ever had. In our latest episode of Let’s Talk Business Transformation, Andrea G. explains why modern customer service is about anticipation, trust, and relationship-building, not just resolving cases. We explore how data, automation, and human empathy come together to shape experiences customers actually remember.

Black Friday is no longer a single date on the calendar. It has grown into a full season, and it reflects how customers actually shop.

In this episode, Oana Dereli, AVP of Retail at OSF Digital, walks through what has changed in retail over the last few years and why these shifts matter for the year ahead.

We talk about:

✔️ The evolution of Black Friday

✔️ The value of mobile apps

✔️ What intent-based personalization looks like

✔️ AI and how it is changing the way people discover products

Listen the full episode for the complete conversation.

How do you move from “we implemented Marketing Cloud” to “we’re getting real ROI from it”?

In this episode of Let’s Talk Business Transformation, Janina Manthey, Strategy Consulting Director at OSF Digital, shares how organizations can unlock more value from Marketing Cloud through strategic guidance, change management, and the smart use of AI and Agentforce. Tune in to understand how managed services drive sustainable

Data alone doesn’t transform a business — people who understand and trust it do.

In this episode of the OSF Digital’s Let’s Talk Business Transformation podcast, Andrea G. shares why data literacy is the real foundation of digital transformation. From overcoming cultural barriers to empowering every employee to act on insights, Andrea explains how data can unite, not divide, organizations. Listen to the full episode

AI isn’t a magic bullet

In Episode 1 of OSF Digital’s new podcast series Let’s Talk Business Transformation, Rob Smith explains why real business outcomes depend on data, integration, and fixing broken processes — not just adding another tool. In this episode:

✔️ From chatbots to reasoning agents: the big shift

✔️ Why patching processes won’t deliver outcomes

✔️ The hybrid workforce of humans and AI agents

✔️ What’s next for Agentforce and voice technology