Commerce Experience

“The way to handle customer mythology is not to gather data first. Stop for a second and illuminate that mythology, get it out on the table, because it doesn't match leader to leader to leader. And those mismatches cause misunderstandings and misalignments that are invisible to the people who are making these decisions that are now pulling the organization in slightly different directions.” Most of the big user design questions have already been answered. But as the pandemic has completely shifted eCommerce priorities, it has raised a new question that’s top of many eCommerce executives’ lists - “can and will customers happily do the things that make your business thrive?” To find out more about the changing questions that eCommerce leaders are asking and to get a candid insight into the challenges of aligning executives for design change, Brian speaks with Tamara Adlin, the President of customer experience strategy consultancy, Adlin Inc. Tamara has previously helped bring cutting-edge user centred design methods to Amazon and has consulted dozens of others, from leading industry players, like Apple and Microsoft, and international organizations like the United Nations. She doesn’t just share her expertise with her own clients but is also the author of the hugely influential Persona Lifecycle book series and a sought-after speaker for events and conferences. In this episode, Brian and Tamara discuss how UX design has evolved and explore some of the more practical approaches to delivering a great eCommerce experiences, including: - How to articulate the business benefit of a UX design journey by putting yourself in your customers’ shoes. - The quick and easy ways to challenge your customer mythology and gain a deeper understanding of the people buying your products. - And how to achieve executive alignment by asking the basic questions that the rest of the organization won’t ask. If you’re trying to get to grips with what post-Covid UX design will look like or want to find out what aspects of UX your eCommerce business should be focusing on next, then you’ll definitely want to listen to this episode. We’d love to get your thoughts on this episode, as well as any recommendations for future guests, so please get in touch at https://www.bloomreach.com/en/about/contact-us. To learn more about Tamara, check out her LinkedIn profile at https://www.linkedin.com/in/tamara-adlin-4a6a2/. To learn more about Tamara’s company, visit: https://adlininc.com/

81% of working adults believe employers should prioritize employee mental health, yet 77% feel it's not discussed enough.
In this episode, Roxy and Elena dive into the critical intersection of mental health and workplace culture in the high-pressure world of ecommerce. They explore how to navigate the chaos of Black Friday, create a culture of openness and flexibility, and take actionable steps to prevent burnout — all while ensuring long-term success for your brand.
TL;DR:

• Strategies to combat burnout in ecommerce
• The mental health impact of unrelenting consumer demand
• How employee wellbeing drives long-term customer satisfaction

Discover how loyalty programs can transform customer relationships. From Sephora to Kohl's and Elf, brands are evolving to incentivize and gamify the customer journey, creating extraordinary experiences that go beyond “just perks.”
In this episode, Elena and Roxy delve into the distinctions between loyalty and rewards programs and explore how to tailor the best approach for your e-commerce business.
TLDR;

• The critical role of loyalty programs in customer retention
• Gamifying the customer journey
• Designing exclusive and personalized experiences

Virtual concerts on Roblox gained massive popularity during the pandemic, but did you know brands are now using the game to leverage immersive marketing tactics to connect with Gen Z and Gen Alpha?
In this episode, Roxy and Elena explore the growing appeal of Roblox as a marketing channel, where major brands like Nike, Hilton, and Paramount are crafting virtual experiences to build brand awareness among younger audiences. With marketers feeling the pressure to be everywhere at once, our co-hosts ask the critical question: Is it truly effective to be on every, single marketing channel?
TL;DR

• Roblox’s emergence as a key platform for brand engagement, driven by the growing demand for experiences
• Tips for experimenting with, navigating, and optimizing your chosen marketing channels
• Data’s role in understanding your audience and making impactful, personalized marketing decisions

"Everybody’s got to get much better at what really differentiates them. Where’s your value add? You may think it’s at the top of the funnel but it might not be, and you better know that because your customers are going to decide on their own.” B2B digital commerce has always been a challenging landscape to navigate. But with a surge in innovation and the current Covid-19 pandemic, businesses are having to react quicker than ever before. To help make sense of this new ‘normal’ and get an insight into what else is likely to change in the coming weeks and months, Brian speaks with Andy Hoar, CEO of research and consulting firm Paradigm B2B and Co-Founder of the must-attend industry conference, B2B Next. Andy and Brian first met at Forrester, where Andy cut his teeth on the world of eCommerce. Climbing the ranks and publishing his now infamous research report – ‘The Death of a B2B Salesman’ – which in 2015, discussed the large-scale displacement of B2B sales reps by 2020. Off the back of the experience he gained at Forrester, Andy launched Paradigm B2B – the leading research and consulting firm that specializes in guiding mid-market B2B companies through today’s complex and digitally-disrupted commerce landscape. In addition to leading his own firm, Andy is also the Co-Founder of the leading eCommerce industry event, B2B Next: the annual conference that brings together the industry’s top figures to discuss the most pressing eCommerce challenges of the day. Knowing Andy’s track record, Brian knew that he would make a great guest for the show and bring tons of strategic insight on the current challenges that B2B eCommerce companies are facing. In this episode, Brian and Andy explore various aspects of the B2B Digital Commerce landscape, including: - The adoption and maturity of eCommerce in B2B and where the industry is heading next. - A retrospective look at Andy’s “Death of a B2B Salesman” report and how his views, and the market, has evolved since its publication back in 2015. - The impact of Covid-19 on the B2B digital commerce industry and, importantly, what the pandemic means for the future of Andy’s B2B Next conference and others like it. Whether you’re looking to take your first steps into the world of eCommerce, or you’re a veteran yourself and want to hear the latest from one of the industry’s most prominent thought leaders, you won’t want to miss this one. We’d love to get your thoughts on this episode, as well as any recommendations for future guests, so please get in touch at https://www.bloomreach.com/en/about/contact-us. To learn more about Andy, check out his LinkedIn profile at https://www.linkedin.com/in/andyhoar/. To learn more about Paradigm B2B, visit https://www.paradigmb2b.com/. To learn more about the B2B Next Conference, visit https://www.b2bnext.net/.