Future Commerce

As retail sheds its four walls, technology must follow. Jason James (CIO, Aptos) and Nikki Baird (VP of Strategy & Product, Aptos) join us to explore how brands like New Balance deploy 90+ registers at the NYC Marathon—then dismantle them just as quickly. The conversation reveals how point-of-sale systems built on next-generation databases enable everything from parking lot pop-ups to van-based fitting experiences, all while maintaining enterprise-grade security in environments where network connectivity is more hope than guarantee.Set Your Associates FreeKey takeaways:New Balance transforms NYC Marathon into 100-store chain for one weekendOffline capability: transactions continue when networks fail, sync when connectivity returnsIn-person acquisition yields stickier customers with higher lifetime valueRetail ranks third most-attacked sector; mobile commerce increases threat surfaceStore associates need intuitive systems for high-pressure, temporary deployments"If they're able to pull this off in the middle of a parking lot, I'm probably a hell of a lot more likely to go in the store next time." – Jason James on how ephemeral retail builds store trust"A customer acquired through an in-person, in real life experience is stickier, has longer lifetime value, is ultimately more loyal than a customer that's acquired online." – Nikki Baird on the power of physical engagement"God forbid a retailer gets hit back at headquarters with ransomware and it takes down their core network. We can still transact." – Jason James on offline resilience"It's not just you put products on racks or on shelves and you wait for people to walk in the door. Events are coming into stores too." – Nikki Baird on stores as experience hubsAssociated Links:Learn about AptosCheck out Future Commerce on YouTubeCheck out Future Commerce Plus for exclusive content and save on merch and printSubscribe to Insiders and The Senses to read more about what we are witnessing in the commerce worldListen to our other episodes of Future CommerceHave any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners! Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Mani Fazeli, VP of Product at Shopify, dives into the transformative world of agentic commerce. He discusses how Shopify is democratizing powerful AI tools with innovations like Sidekick and SimGym. Mani highlights the evolving nature of discovery, emphasizing that friction can add value in certain contexts. He also reveals that structured data will become the new SEO, enhancing the merchant experience. Their conversation showcases a future where utility trumps flashiness, ensuring merchants gain meaningful insights and improvements.

Sharon Gee, Senior Vice President of Product for AI Solutions at Commerce, dives into the trust paradox where 27% of Gen Z and Millennials prefer AI recommendations but hesitate to create accounts. She explores how AI becomes an intimate shopping companion and the shift from channel to model management for brands. Discover why data acts as the new storefront and learn about three-party commerce involving consumers, brands, and AI. Sharon also discusses generational AI fluency and strategies for brands to adapt in this evolving landscape.

Coach's SVP of Global Visual Experience Giovanni Zaccariello reveals how the brand transformed from heritage accessory house to Gen Z cultural force by treating retail as community infrastructure. From hospitality-infused Coach Play stores to strategically sustainable holiday displays, the conversation explores how physical experience became Coach's competitive advantage in an increasingly digital marketplace.Why Shop When You Can Play?Key takeaways:Gen Z seeks human connection and community, not just product transactionsCoach studied consumers in their homes to understand life, not just buying behaviorsExperience per square foot matters as much as sales per square footUsing the same holiday tree for five years reduced waste while building brand consistencyPhysical and digital spaces should converge, not replicate each other"Putting bags on shelves was no longer an option because everybody during the pandemic, including my mom who is 89, can buy online. They're coming to the stores and they want more." - Giovanni Zaccariello [00:06:37]"The next few years are going to be years of what I call experience maximalism where literally new things are going to be mundane because consumers are so much more connected now on social, and they see what's going on." - Giovanni Zaccariello [00:44:50]"It's about the consumer talking to us instead of Coach talking to the consumer. It's a much deeper dialogue." - Giovanni Zaccariello [00:45:46]"When things don't work, we don't just move on. We've created this honest feedback loop where we learn from things. If we don't learn, what's the point of testing and learning?" - Giovanni Zaccariello [00:41:17]Associated Links:Explore Coach Play conceptsCoach coffee shopsCheck out Future Commerce on YouTubeCheck out Future Commerce Plus for exclusive content and save on merch and printSubscribe to Insiders and The Senses to read more about what we are witnessing in the commerce worldListen to our other episodes of Future CommerceHave any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners! Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Black Friday naysayers have been predicting its demise for years, but Adyen's Holly Worst has data proving the shopping holiday is far from dead—it's gone global. From Denmark's 6.1X surge to America's mobile wallet awakening, this year's numbers tell a story of transformation, not decline. The real shift? How we pay, when we shop, and why contactless finally caught on in the US.The Retail Super Bowl Delivered, AgainKey takeaways:Black Friday generated $43B globally with 837M transactions across Adyen's platformUS contactless payments jumped 23% YOY and mobile wallet usage doubled to 30%Denmark saw a 6.1X increase in transaction volume on Black Friday, and Spain 4.5X—Black Friday is officially a global phenomenonPeak shopping hit at 1 pm in-store and noon online (digestion first, deals second)46% of US consumers abandon checkout without their preferred payment methodAssociated Links:Check out Adyen’s BFCM data hereSee our full recap of BFCM resultsCheck out Future Commerce on YouTubeCheck out Future Commerce Plus for exclusive content and save on merch and printSubscribe to Insiders and The Senses to read more about what we are witnessing in the commerce worldListen to our other episodes of Future CommerceHave any questions or comments about the show? Let us know on futurecommerce.com, or reach out to us on Twitter, Facebook, Instagram, or LinkedIn. We love hearing from our listeners! Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Melissa Minkow, Global Director of Retail Strategy and Insights at CI&T, brings her expertise in consumer behavior to the discussion. She reveals how the linear shopping journey has collapsed, making buyers more fluid in their decisions. With 74% of consumers using AI tools, the need for brands to weave into customer conversations is crucial. Each social platform plays a unique role in the buying process, particularly how invisible transactions, like those on TikTok, drive sales. Melissa emphasizes that brands must reduce friction and focus on authentic experiences.

It's a Black Friday special filled with intriguing insights! The hosts dissect commercialism's impact on community-driven Buy Nothing groups facing trademark challenges. They explore Mariah Carey's unique partnership with Sephora and the odd trend of toddler skincare. The episode also touches on Walmart's misuse of Dr. Seuss nostalgia and the rapid-fire nature of new media shaping consumer culture. Additionally, they debate Timothée Chalamet's bold marketing tactics and the dangers of grooming children within a commercial landscape. Tune in for a thought-provoking discussion!

Join customer experience expert Ken Hughes as he dives into the psychology behind modern shopping. With nearly half of consumers in a state of perpetual purchase consideration, he reveals how shopping has evolved into an identity, particularly for Gen Z. Ken introduces intriguing concepts like the 'Blue Dot Consumer' and the 'Shopping Consciousness Spectrum,' while exploring generational differences, the emotional costs of constant retail contemplation, and the trust paradox between consumers, AI, and brands.

Shai Frank, a senior leader at Optimove with expertise in AI-driven marketing, dives into the chasm between AI expectations and reality. He reveals that 80% of companies anticipate AI transformation, yet only 18% achieve it, largely due to organizational readiness. Shai emphasizes the need for change management over just relying on technology. He advocates for experimentation over perfect planning and suggests that vendors can play a crucial role in bridging talent gaps, ultimately aiming for a more personalized and effective marketing strategy.

Lupine Skelly, Retail Research Leader at Deloitte, offers invaluable insights into this year's holiday shopping landscape. With consumer spending expected to drop by 10%, she emphasizes the importance of conveying value to shoppers. Skelly debunks myths around Black Friday's demise and highlights how private label brands are gaining traction amid shifting loyalties. Additionally, she discusses the influence of Gen Z, the rising use of AI in shopping, and how retailers must adapt to compete not just with each other, but also with entertainment spending.