Winning Retail

This episode features an interview with Kellie Romack, Vice President of Associate and Customer Care Product Experience at Walmart U.S. Since joining the company in October of 2020, Kellie has been responsible for creating a frictionless associate and customer experience using innovative technology and streamlined ways of working.

On today’s episode, Kellie gives us an inside look into Walmart’s associate-facing app, Me@Walmart, talks about the future of AR in stores, and shares why it’s better to be brave than perfect. 

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“We're servant leaders. We're working for those associates in the stores. We're working for those customers and making sure that we're solving the problems for them.” -Kellie Romack

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Show Notes

• (1:36) Tony’s takeaways on the conversation
• (3:22) Kellie’s background in hospitality and retail
• (7:24) A day in the life
• (8:25) Diving into the Me@Walmart app: its origins, how it works, and UX
• (18:16) The joy of working cross-functionally with teams
• (21:23) The challenges of servant leadership
• (22:52) How AR and VR are transforming Walmart stores
• (26:37) Scaling digital transformation at a Fortune 1 company
• (28:32) Championing DE&I at Walmart
• (32:11) Lightning round

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Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

Connect with Kellie on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Jim Weinberg, Chief Merchandising Officer at DSW. As a turnaround and restructuring specialist, Jim has spent his career responding to shifting consumer behaviors, and now oversees merchandising and marketing strategies for the $3 billion shoe giant.

On today’s episode, Jim discusses DSW’s transition into the athletic and athleisure space, changing store layouts, and how technology is transforming their business.

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“We’re not selling anything anyone needs. This is not a pharmaceutical situation. You’re creating an emotional connection with your consumers through marketing and product, and that’s the magic that happens.” -Jim Weinberg

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Show Notes

• (1:37) Tony’s takeaways on the conversation
• (4:55) Jim’s background and finding his niche as a turnaround and restructuring specialist
• (8:30) A history lesson: how massive changes lead to a “new next”
• (12:50) DSW’s transition into athletic and athleisure and the restructuring of their stores
• (18:18) Experiential retailing: new store concepts and a focus on storytelling
• (24:15) How technology is transforming DSW’s business from store to site to merchandising
• (29:18) The challenges of change management
• (32:48) Lightning round

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Sponsor

Dell Technologies & Intel will be exhibiting at the National Retail Federation 2022 New York City, January 16-18th. Join Dell at booth #5059 where they will showcase their Retail solutions to demonstrate Retail Value Chain transformation across Design, Supply Chain, Manufacturing, Warehousing & Inventory, Fulfillment & Logistics, Store & Online experience, and Delivery.

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Links

Connect with Jim on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Krista Bourne, SVP of Consumer Sales and Operations at Verizon. As a change leader, Krista has worked her way up from mailroom employee to now incoming Chief Operating Officer at the company. 

On today’s episode, Krista discusses the holiday shopping season in the face of changing consumer behaviors, the immersive nature of technology in the 5G era, and Verizon’s “Call for Kindness” campaign.

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“We've really met our customers where they expect to see the brand. But we continue to learn how to do that in a frictionless, seamless manner, because that's what consumers expect.” -Krista Bourne

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Show Notes

• (1:29) Tony’s takeaways on the conversation
• (3:42) Krista’s background and the power of feedback
• (7:35) Lessons from the holiday shopping season
• (10:03) Scaling a frictionless customer experience
• (12:02) Implementing the Touchless Retail strategy
• (13:36) Digital shopping quizzes, virtual stores, and more innovation in the 5G era
• (17:49) Encouraging decency with Verizon’s “Call for Kindness” campaign
• (20:24) Krista’s advice to those not being heard
• (23:11) Lightning round

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Sponsor

Dell Technologies & Intel will be exhibiting at the National Retail Federation 2022 New York City, January 16-18th. Join Dell at booth #5059 where they will showcase their Retail solutions to demonstrate Retail Value Chain transformation across Design, Supply Chain, Manufacturing, Warehousing & Inventory, Fulfillment & Logistics, Store & Online experience, and Delivery.

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Links

Connect with Krista on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Chris Rupp, EVP & Chief Customer & Digital Officer at Albertsons Companies. For over 20 years, Chris has successfully led and scaled strategic business units for companies like Sears, Amazon, and now Albertsons. 

On today’s episode, Chris discusses what it was like to run the first Amazon Prime day, the “build vs. buy” conundrum of picking technology, and partnering with places like DoorDash and Pinterest to meet customers wherever they might be thinking of dinner.

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“You have to stay in touch with your customers’ needs. All the time. You can’t get complacent. And you certainly should be watching out for how new entries are serving customers in new ways, because they have a whole lot less to lose than big established companies.” -Chris Rupp

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Show Notes

• (1:20) Tony’s takeaways on the conversation
• (2:56) Chris’s background across different companies and cultures
• (7:11) Creating the first Prime Day at Amazon
• (9:03) Albertsons and a focus on the overall customer journey
• (14:28) Grocery problems: hiring, picking technology, and an uncertain supply chain
• (24:07) Creating partnerships with DoorDash and Pinterest to combat last mile
• (28:20) Why digital transformations fail and the moment where all is lost
• (31:25) Lightning round

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Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

Connect with Chris on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Daryl Porter. Daryl recently transitioned from his post as Global Head of Retail Stores at Anheuser-Busch InBev to Senior Partner & Global Omni Operations Lead at Tomorrow Retail Consulting. With over 25 years of retail and leadership experience at Walmart Canada and Anheuser-Busch InBev, Daryl is an omni-channel practitioner with a passion for online grocery.

On today’s episode, Daryl discusses the importance of rallying your team around a “just cause,” emerging technology and labor trends in the eGrocery space, and the distinction between mature retailers and immature retailers.

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“Everybody’s focused on productivity, and I believe you can achieve it without pushing people to their breaking point. Humans and technology can work together and achieve amazing things.” -Daryl Porter

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Show Notes

• (1:58) Daryl’s background as an Omnichannel practitioner
• (5:45) Rallying your team around the idea of a “just cause”
• (10:17) Taking a more humanistic approach to technology and worker optimization
• (12:31) What Daryl learned from working with Walmart and Anheuser-Busch InBev
• (15:49) Omnichannel and DTC store trends
• (20:02) A pain point for physical stores 
• (20:50) Is on-demand labor a trend that will accelerate dramatically for retailers?
• (25:28) The maturity curve of automation and robot picking technology
• (29:11) The distinction between “mature retailers” and “immature retailers”
• (33:41) Lightning round

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Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

Connect with Daryl on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Andrew Haarsager, Head of Retail Innovation Labs for Cartier North America. Since 2017, Andrew has worked to design and test new forms of retail experiences while exploring new frontiers outside the world of jewelry and luxury goods.

On today’s episode, Andrew talks about the mission of the Cartier Lab, fostering relationships with artists outside a commercial environment, and the balance between heritage and innovation. 

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"Developing the human understanding with regard to any new service, any piece of furniture, any technology that will go into the boutique is paramount.” -Andrew Haarsager

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Show Notes

• (1:45) Andrew’s background and the mission of the Cartier Innovation Lab
• (4:38) Examples of what they are working on right now
• (8:35) Cartier’s Liaison program: creating spaces between sales associates and artists 
• (10:46) The human side of retail innovation
• (14:38) Why Andrew thinks Cartier opened its first innovation lab in Brooklyn rather than Paris
• (18:13) Balancing heritage and change at a nearly 200 year-old brand
• (23:05) The challenges of internal persuasion and education at Cartier
• (26:51) Finding the relevant context in technological trends
• (30:30) Lightning round

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Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

Connect with Andrew on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Brian Coupland, Senior Vice President of Merchandising at Staples US Retail. With 20+ years of experience leading enterprise innovation and transformation initiatives, Brian helps drive merchandising strategy and operations across the entire Staples U.S. retail network.

On today’s episode, Brian discusses the importance of getting close to the customer, change management, and working with small businesses and makers through the Staples Connect “Breakthrough Project.”

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“It’s not just about an idea or a trend or a hunch. It’s really about getting closer to the customer to understand what they’re saying, what they’re feeling, what they’re thinking. Today and also tomorrow.” -Brian Coupland

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Show Notes

• (1:34) Brian's background: an obsession with the customer and taking risks
• (6:14) Introducing Staples Connect
• (8:14) The Breakthrough Project: new innovations, small businesses, and a second season
• (12:41) Bringing in and merchandising new products
• (14:42) Brian's favorite products from the initiative
• (18:55) The challenges of change management
• (23:55) Zeroing in on the customer’s needs
• (27:06) Lightning round

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Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

Connect with Brian on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Sucharita Kodali, Retail Analyst at Forrester Research. With an expansive career that features stops at Saks Fifth Avenue, Toys R Us, and the Walt Disney Company, Sucharita is an expert on eCommerce and the technology developments that affect online shopping.

On today’s episode, Sucharita touches on everything from rogue distributors to the ESG movement to how retailers can avoid the boiling frog syndrome. 

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“The thing I think is really important about retail, CPGs, and brand manufacturers is that the world may be changing, but the technologies and cataclysmic changes to their worlds don't happen overnight.” -Sucharita Kodali

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Show Notes

• (1:34) Taking a critical eye to retail assumptions
• (7:57) Separating the hype from the reality
• (10:51) How retailers can avoid the boiling frog syndrome
• (14:51) The rise of brand manufacturers
• (17:42) Brand independence in the era of rogue distributors
• (20:48) Getting unstuck from the 80s retail orthodoxy
• (25:11) Mindset changes, the ESG movement, and other disruptions
• (28:33) The long journey of digital transformation
• (31:37) Lightning round

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Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

Connect with Sucharita on LinkedIn

Follow Sucharita on Twitter

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

This episode features an interview with Jody Putnam, Chief Retail Officer at Mattress Firm. In this role, Putnam oversees all markets and 2,400 Mattress Firm locations, working to help their Sleep Experts talk with customers about improving their lives through better sleep. 

On today’s episode, Jody discusses leading a purpose-driven organization, the role of technology in today’s mattress-buying experience, and America’s sleep habits (spoiler: they’re not good).  

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“We improve the lives of people in America by helping them sleep better, whether they buy something from us or not.” -Jody Putnam

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Show Notes

• (1:39) Jody’s backstory and his job training Sleep Experts
• (6:30) The role of technology in today’s mattress-buying experience
• (9:02) The rise of the smart mattress
• (11:16) The data on America’s sleep habits and how that affects product
• (13:09) Mattress Firm’s evolution into the wellness space with Sleep.com
• (16:58) The logistics of running a large retail operation
• (20:33) The mattress store of the future: self-guided tours, touch screens, and sonar
• (25:06) Lightning round

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Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

Connect with Jody on LinkedIn

Sleep.com

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant

On this special episode, Winning Retail travelled to the RetailNOW2021 Conference in Nashville, TN, where we spoke with conference attendees about the state of retail in 2021.

Featuring insights from companies like Toshiba, Zebra Technologies, and Diebold Nixdorf, among others. 

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“Looking at the U.S. consumer, 40% have shifted to be more digital in the way that they shop, and 90% of those say that's how they plan to continue to purchase and engage brands." -Fredrik Carlegren, Toshiba

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Show Notes

• (1:34) What are we seeing this year in terms of new devices and technologies that we didn't see in years prior?
• (10:14) With businesses and the world reopening, is there a technology that is more in demand right now?
• (14:41) What is the best thing you bought recently?

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Sponsor 

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

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Links

RetailNOW2021

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha - Transformant