🎙️ In this episode of The Retail Spotlight, we’re joined by Giovanni Zaccariello, SVP Global Visual Experience at Coach, who shares how the iconic brand is redefining what physical retail means in today’s world.

Giovanni takes us inside Coach Play, the brand’s immersive retail concept, where stores are designed to activate all five senses and inspire emotional connection through local storytelling, community engagement, and creative experimentation.

From gamified experiences like Roblox and Zepeto to on-campus pop-ups, cafés, and ice cream trucks, Coach is rewriting the retail playbook for Gen Z. Giovanni talks about how his team brings big creative ideas to life - from pop-ups to global stores - without losing the details that make each one feel intentional, consistent, and sustainable.

We also explore how Coach is building long-term brand equity through evergreen icons like the Tabby bag, and how physical spaces are becoming the brand’s most powerful storytelling tool.

If you’re curious about how emotion, experience, and experimentation are shaping the future of retail, this episode is not to be missed.

In this episode, our guest is Mara Carvalho, Digital Director at Salsa Jeans, who reveals how the innovative denim brand creates seamless customer experiences across all touchpoints.

Mara shares how Salsa brings the in-store experience online through their unique system, where store associates provide personalised shopping assistance via chat to digital customers. Learn about their creative use of physical stores as fulfillment centres, dramatically reducing delivery times while optimising resources.

Mara also discusses Salsa's evolving loyalty program that caters to their most valuable customers—the 5% who generate 20% of sales—with exclusive benefits, including their "Infinity" service offering complimentary repairs and alterations. This conversation offers valuable insights into how traditional retail brands can successfully bridge the physical and digital worlds while maintaining a human touch throughout the customer journey.

In this episode, we're joined by Gianfranco Cuzziol, CRM and personalisation expert whose journey spans from astrophysics, to second-hand card salesman, to global CRM leader, including roles as Global Head of CRM at AESOP. Gianfranco shares profound insights on the art of meaningful personalization in retail, introducing his concept of "thick" versus "thin" data.

He explains why personalisation without purpose is pointless and how over-personalisation can actually harm customer engagement, illustrated through real-world examples from his experience. We explore the delicate balance of data collection in physical retail, the importance of store-specific communications, and how brands can build trust through progressive profiling. The conversation touches upon correlations he's discovered in customer behaviour. For example, how buying birdseed could signal an upcoming major DIY project, demonstrating the power of understanding customer context beyond pure transaction data.

Through compelling stories and practical examples, Gianfranco shows us why successful retail personalisation isn't about collecting more data, but about understanding the 'why' behind customer behaviour and earning the right to ask for information by delivering genuine value in return.

Timestamps

0:00 Intro

01:46 Gianfranco Cuzziol

07:58 Number and data in CRM

09:23 Personalisation with purpose is pointless

15:30 Understanding thick and thin data in personalisation

19:30 First, understand your customers

24:30 Customer segments & customer journey

28:34 Store-First Approach @Aesop

31:10 Providing helpful information for customers

36:34 Minimum viable data

47:20 Rapid fire round 👾

In this episode, we’re joined by Harri Nieminen, Head of Customer Experience and Insight at Stockmann, the iconic 160-year-old Nordic department store. Harri takes us on a deep dive into how Stockmann measures customer experience with their unique Emotional Value Index (EVI).

He explains how this innovative approach allows Stockmann to truly understand their customers' feelings, translating emotions into actionable insights that drive business growth and keep shoppers returning generation after generation. We also explore Stockmann's culture of customer centricity, where departments collaborate to elevate CX, and discuss the delicate balance between embracing digital innovation and preserving human connections in the physical retail space.

Timestamps
00:00 Intro
02:46 Harri Nieminen
08:00 Emotional Value Index (EVI) @ Stockmann
13:55 Translating EVI into actionable steps to drive business growth
25:59 How to deliver CX insights and drive changes across the organisation
31:35 Toolkit and setup
37:10 The role of technology in the physical world
42:12 Balancing the CX expectation between customers from different generations
45:20 Rapid fire round 👾

P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5-star rating on Spotify, Apple Podcasts, or wherever you watch your podcast.

This episode features Alan Ferrero, Digital & Ecommerce Director at Camper. We explore how this 50-year-old Mediterranean shoe brand is reimagining the future of sustainable footwear while building a thriving digital community.

Alan shares insights into Camper's Walking Society loyalty program, which has grown to 3.5 million members by focusing on community and shared values rather than traditional points-based loyalty. We discuss their groundbreaking sustainability initiatives, from repair services to the innovative modular shoe concept. We also dive into how Camper successfully blends digital innovation with traditional craftsmanship, and their vision for the future of personalised footwear.


Timestamps:
0:00 Intro

1:50 Alan Ferrero as Digital Director @ Camper

6:24 Camper’s community-focused loyalty program, the Walking Society

12:10 Breaking down data silos

14:20 Enhancing customer loyalty, especially with Gen Z

18:09 In-store experience

20:45 Sustainability initiative

29:58 Challenges during digitalisation

31:14 Digitalisation in physical stores

33:30 Personalisation through technology

36:31 Customisation through modular shoe

38:35 Rapid fire round 👾

P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5-star rating on Spotify, Apple Podcasts, or wherever you watch your podcast.

In this episode, our guest is Peter Pernot-Day, Head of Strategic and Corporate Affairs for NA and Europe at Shein. We discussed the secret to Shein's success and rapid expansion in fashion retail, a fast-moving and highly competitive industry.

In this episode, we provide insights into how Shein leverages tech innovation, such as their on-demand model and innovative supply chain, to reshape how we design, produce, and shop for clothes. We discuss how Shein's on-demand model keeps up with ever-changing consumer preferences, as well as the key strategies they use to build customer loyalty and retention. Additionally, we explore how Shein addresses the sustainability topic. We also have a peek into their potential brick-and-mortar strategy, the Shein X program, and global expansion strategies.

Timestamps:
00:00:00 Intro
00:02:05 Peter Pernot-Day
00:04:17 On-demand model
00:10:55 Micro-production & sustainability
00:14:25 Optimising customer LTV
00:19:06 Omnichannel retention strategies
00:22:33 Pop-up stores and potential brick-and-mortar strategy
00:28:14 Shein X program
00:31:20 Shein's innovative supply chain: the digital merchant system
00:39:00 Global expansion
00:42:10 Rapid fire round 👾

P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5-star rating on Spotify, Apple Podcasts, or wherever you watch your podcast.

This episode of 'The Retail Spotlight' features an exciting conversation between our founder and host, Mitul Jain, and Marco Trada, Director eCommerce at Leroy Merlin.

Most traditional retailers struggle to figure out omnichannel and the DIY space is one where its even harder to get it right. In this power-packed episode, Marco shares his invaluable insights on the scale of eCommerce in their business, the ways in which stores and digital are collaborating to create a truly omnichannel experience, and the ongoing battle with Temu. 🚀

This is an episode you won't want to miss!

P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5 star rating on Spotify, Apple Podcasts, or wherever you watch your podcast.

#TheRetailSpotlight #RetailTech #RetailInnovation #CustomerExperience #Podcast

This episode of 'The Retail Spotlight' features an exciting conversation between our founder and host, Mitul Jain, and Roger Graell Sole, Chief Digital Officer at Bata Group. The Bata Group has a unique position of being a household name in tons of countries for several decades now.

In this power-packed episode, Roger shares his invaluable insights on:

🔍 how to digitise the business of this scale
🔑 How do they successfully roll out technologies across all countries while maintaining local specifications
🚀 How do they make sure that a customer sitting in Bogota and a customer in Bombay feel the same level of connection that they felt with Bata for generations

This is an episode you won't want to miss!

P.S. If you enjoyed this episode, please let us know by subscribing to our channel and giving us a 5 star rating on Spotify, Apple Podcasts, or wherever you watch your podcast.

#TheRetailSpotlight #RetailTech #RetailInnovation #CustomerExperience #Podcast