Customer Centric Retailing

A platform for retail leaders to discuss the challenges, opportunities, and trends in the industry, including eCommerce, brick-and-mortar operations, omnichannel technology, culture, and innovation to achieve customer-centric retailing.

Anil Patel

CEO - HotWax Commerce

CCRP MIC
Why Tech Is The Way To Customer’s Hearts with Sylvain Nigra

LATEST EPISODE

Why Tech Is The Way To Customer’s Hearts with Sylvain Nigra

March 18, 2021 29:06 mins

Summary

Our special guest, Sylvain Nigra, brings decades of experience at some of the most successful brands in the world to talk about what it takes from a technology perspective to create the best customer experience possible. What are the main technologies retailers should be adopting in-store to be successful? What should be the first step in the project rollout? What tools do store associates need to best serve customers?

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Unpacking Retail Transformation with Oliver Banks

LATEST EPISODE

Unpacking Retail Transformation with Oliver Banks

March 13, 2021 29:06 mins

Summary

Our special guest, Oliver Banks, joins the podcast to share his experience working with countless retailers on transformation projects to bring them closer to their customers and avoid the apocalypse. What does retail transformation mean? How can brands know if they’re ready for it? Where do you even start?

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Mission Critical Supply Chain with Gary Newbury

LATEST EPISODE

Mission Critical Supply Chain with Gary Newbury

March 10, 2021 29:06 mins

Summary

Our special guest, Gary Newbury, brings over 30 years of experience in supply chain logistics to talk about the mission-critical challenges facing retailers today. How can retailers keep up with consumer expectations of fast and free delivery without hurting their bottom line? Is in store fulfillment the future for all, or only for some? What are the top challenges in the supply chain faced by retailers today?

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The Why Behind The Bankruptcies with George Nahra

LATEST EPISODE

The Why Behind The Bankruptcies with George Nahra

March 2, 2021 29:06 mins

Summary

Our special guest, George Nahra, brings decades of experience in executing complex digital retail strategies to discuss the root cause behind the so-called retail apocalypse. Why are all these bankruptcies happening? How can brands stand out from their competition when there are so many options out there?

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Blending Art and Science in Retail with Carl Boutet

LATEST EPISODE

Blending Art and Science in Retail with Carl Boutet

February 27, 2021 29:06 mins

Summary

Our special guest, Carl Boutet, brings years of experience in retail to discuss the necessary blend between science and art that makes for customer-centricity. How do we rethink the retail experience post-pandemic? Are impulse purchases a thing of the past? What does the future of retail hold?

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Letting Go Of Legacy with Cynthia Hollen

LATEST EPISODE

Letting Go Of Legacy with Cynthia Hollen

February 25, 2021 29:06 mins

Summary

Our special guest, Cynthia Hollen, brings over 20 years of experience in retail to talk about the importance of merging online and offline shopping experiences. Why are retail leaders so unwilling to innovate? Should brick-and-mortar traditionalists be fearing their digitally native counterparts? Is mall-based shopping on its way out?

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Breaking Channel Silos With Miya Knights

LATEST EPISODE

Breaking Channel Silos With Miya Knights

February 23, 2021 29:06 mins

Summary

Our special guest, Miya Knights, has observed the retail industry from above and within and joins the podcast to provide a fresh view of what omnichannel really means and how retailers can achieve it. What role will new and emerging retail technology play in the modern store? How can retailers change and adapt at the same pace as customers? Is Amazon on its way to monopolizing retail? 

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How To Run Operationally Excellent Stores with Rachel Williamson

LATEST EPISODE

How To Run Operationally Excellent Stores with Rachel Williamson

February 7, 2021 29:06 mins

Summary

Our special guest, Rachel Williamson, brings over 30 years of experience in brick-and-mortar retail to advise our audience on how to provide the best possible in-store experience. In what ways was COVID a blessing in disguise in pushing retailers to adopt customer journeys they should’ve taken on board a while ago? What trends should retailers be skeptical of implementing?

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LATEST EPISODE

Why Employees Are Key To Customer Centricity with Bob Phibbs

February 4, 2021 29:06 mins

Summary

Our special guest, Bob Phibbs, shares his experience maximizing sales growth for retailers by focusing on the human aspect instead of battling over tech. How do you achieve a truly customer-centric experience? What training is required to build a successful team? How do you unify your online and offline worlds to provide a holistic shopping journey?

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The Path To Omnichannel with Chris Walton

LATEST EPISODE

The Path To Omnichannel with Chris Walton

January 23, 2021 29:06 mins

Summary

Our special guest, Chris Walton, brings over 20 years of experience in retail to talk about the importance of omnichannel retail and how retailers might actually achieve it. What does omnichannel really mean? How many retailers have actually achieved it? If not, what’s stopping them?

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Why Physical Retail Isn’t Dead with Ron Thurston

LATEST EPISODE

Why Physical Retail Isn’t Dead with Ron Thurston

December 28, 2021 29:06 mins

Summary

Our special guest, Ron Thurston, brings over 25 years of experience in brick-and-mortar retail to enlighten us on the evolution of physical retail and the changing retail culture. How has the retail culture evolved with the rise of eCommerce? Is physical retail dead? If not, how does it have to change to keep up with customer trends and preferences?

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