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CX E-commerce ESG loyalty Marketing Podcast Retail leadership Retail trends

Perpetual Innovation with ex-Pandora and The Body Shop Boss

Jeremy Schwartz was the turnaround CEO of Pandora, the world’s largest jewellery company with 2,500 stores and e-commerce sites in 90 countries. Prior to that, Jeremy was Chairman and CEO of The Body Shop from 2013 to 2017. He also previously spent time at Sainsbury’s and, as Brand Director, he was the architect of the grocer’s turnaround in 2005 which saw a decade of growth after years in decline. He is the former Managing Director of L’Oréal UK and, as Innovation Director for Coca-Cola Europe, he invented Coke Zero. Jeremy is currently the Chairman of Kantar’s Sustainability Transformation Practice.

In this episode, recorded live on stage at the Richmond Retail and E-commerce Directors’ Forum, Jeremy and Natalie discuss:

  • Why some retail businesses fail and how to avoid becoming a statistic.
  • How to embark on a successful turnaround strategy.
  • The importance of perpetual innovation and how Jeremy uncovered an opportunity to create Coke Zero.
  • ESG – addressing the intention-action gap and FMCG best practices. 
  • Customer loyalty and doubling down on your top 20% of customers.

You can watch in full on YouTube.

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AI loyalty Podcast Technology

How Will ChatGPT Impact Retail?

Miya Knights, author, consultant and publisher of RetailTechnology.co.uk, joins Natalie Berg to break down the biggest news stories reshaping retail.

They discuss:

  • Recent changes to loyalty schemes at major UK retailers Boots and M&S. Are points-based schemes becoming a thing of the past as consumers demand real-time value and rewards? Or are these changes a sign that loyalty schemes are too costly to run at a time when retailers are facing an incredible amount of cost pressure themselves? Would you pay £120 a year for an Amazon Prime-style Sparks Plus subscription? And why is Amazon’s Prime membership so successful?
  • Instacart becoming the latest player in the retail space to trial ChatGPT. What is it and why have the grocers been so quick to jump on this new technology? Who is using it today and what are the AI opportunities for non-food retailers in the future?
  • Barcelona’s plans to halve emissions from delivery vehicles with 40% of online orders to be delivered to collection points, instead of individual homes, by 2030. Will other cities follow suit? Is this proof that the future of e-commerce really is click & collect? And how is Amazon decarbonising the last mile in Europe?

Listen to the episode.

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