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.   ..read more

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 ..read more

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 deve ..read more

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 deve ..read more

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, t ..read more

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 p ..read more

In this episode, Andy is joined by J.K. Symancyk, CEO of PetSmart. J.K. has spent the last two decades as a senior leader for large retailers such as PetSmart, Academy Sports + Outdoors, Meijer, and Sam’s Club. In each of these leadership positions he has relied on a customer-centric mindset that stems from his unique background as a Theatre student at the University of Arkansas.  In their conversation, Andy and J.K. discuss how to truly listen to customers through store walks, identifying customer problems that are worth solving, advice for students and young professionals, the power of ..read more

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. Topics & Questions ..read more

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. Topics & Questions  00:00 Episode Introduction 01:02 Guest Introduction 02:02 The current landscape of the physical retail space 0 ..read more

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.  Topic ..read more