Bye bye Bezos

The changing of the guard at Amazon. After more than a quarter of a century at the helm, Amazon’s founder CEO Jeff Bezos is handing over the reins to former AWS boss Andy Jassy. In this interview with BBC World, I discuss with Sally Bundock the two key challenges that Read more…

Rethinking Returns 2021

Let’s talk returns. The industry’s perennial problem has been exacerbated by the pandemic and retailers can no longer afford to avoid the post-purchase experience. In this latest report with Klarna, Rethinking Returns: From Returns to Retention, we explore the power of returns as a customer acquisition and retention tool, and Read more…