Offcuts

On this episode, I’m talking about returns, refunds, and the hidden layer of post-purchase experience with Fernando Pedraz, founder of Reveni. We get into why instant refunds aren’t just good CX, they’re good business — and how Reveni is helping brands turn a painful process into a growth lever. Fernando shares how they assess refund risk in real time, what most brands get wrong about cross-border returns, and where automation adds value without losing the human touch. We also talk about the role of AI in fraud prevention, logistics, and finance infrastructure, why the post-purchase stack is still underdeveloped, and what smart brands are doing to stay profitable in a tougher market. If you’re thinking about CX beyond the buy button, or building smarter systems behind the scenes, this one’s for you. This episode is brought to you by Reveni. Reveni helps eCommerce brands turn refunds into retained revenue, by making instant exchanges the default, not the exception. Learn more at Reveni [https://www.reveni.com/?utm_source=offcuts&utm_medium=podcast&utm_campaign=offcuts_summer25]. Checkout Factory here [https://www.factory-digital.com/]. Sign up to our newsletter here [https://yourbasketisempty.us14.list-manage.com/subscribe?u=c99607802029f86a8f8d53938&id=a46026601a].

On this episode, I’m talking about the pace of the AI economy, who’s driving it, who’s struggling to keep up, and what it means for brands, with Luke Hodgson, co-founder of Commerce Thinking and High Cohesion. We explore whether the AI economy is moving too fast, and what “too fast” even means. Is AI solving the right problems? Is it driving real progress, or just creating a new layer of complexity? We also discuss how brands can make smart, steady bets rather than chasing hype, why AI isn’t just about conversion but retention, and how the post-purchase space is ripe for innovation. If you’re building a brand, navigating automation, or wondering how to keep your business human while embracing AI, this one’s for you. This episode is brought to you by Reveni. Reveni helps eCommerce brands turn refunds into retained revenue, by making instant exchanges the default, not the exception. Learn more at Reveni [https://www.reveni.com/?utm_source=offcuts&utm_medium=podcast&utm_campaign=offcuts_summer25]. Checkout Factory here [https://www.factory-digital.com/]. Sign up to our newsletter here [https://yourbasketisempty.us14.list-manage.com/subscribe?u=c99607802029f86a8f8d53938&id=a46026601a].

On this episode I’m talking about brand loyalty in a hyper personalised AI world with Emily Gray, Founding Partner of Untangld: an international Strategy Studio defining how businesses win. We get into what loyalty really means today, from communities and connection to the risk of over optimised personalisation, and why Emily believes true loyalty is earned through relevance, not reliance. We talk about the impact of AI on brand relationships, how to design for meaning instead of mechanics, and what marketers can learn from the likes of Starbucks, Elf and Rapha. Emily also shares how brand strategy needs to evolve in a world where customer expectations are fluid and attention is scarce. If you're thinking about retention, CRM or how your brand shows up in a world shaped by automation, this one is for you. This podcast is brought to you by our friends at Omnisend. Your email marketing platform shouldn’t send you on side quests just to get help. Omnisend’s 24/7 support is always here — real people, real answers, no hold music. So good, it’s boring! Try for free today [https://www.omnisend.com/affiliates-general/?irclickid=ydK25H2OgxycRNvS-r3GyXHlUksWxxztm0602Q0&irpartnerid=4842182&irprogramid=21260&irgwc=1]. Checkout Factory here [https://www.factory-digital.com/]. Sign up to our newsletter here [https://yourbasketisempty.us14.list-manage.com/subscribe?u=c99607802029f86a8f8d53938&id=a46026601a].

On this episode I’m joined by Lucy Davis, my co-founder at Factory, as we unpack the messy reality of AI in commerce – beyond the hype and into the hard questions. We get into whether traditional discovery processes still matter when AI can simulate, generate, and iterate at speed. Are briefs still useful? Is AI discovery even a thing? Or is it just a shiny wrapper on what strategy teams already do? We talk about sustainability in AI, how brands like L’Oréal are experimenting with Nvidia to create more personalised beauty experiences, and why so much of what’s sold as intelligent automation is still smoke and mirrors. You’ll hear why smaller brands might actually be better placed to move fast, where AI is helping with internal efficiencies, and when it's just adding noise. If you’ve ever found yourself wondering whether an AI tool is a real unlock or just a pitch deck promise, this one’s for you. This podcast is brought to you by our friends at Omnisend. Your email marketing platform shouldn’t send you on side quests just to get help. Omnisend’s 24/7 support is always here — real people, real answers, no hold music. So good, it’s boring! Try for free today [https://www.omnisend.com/affiliates-general/?irclickid=ydK25H2OgxycRNvS-r3GyXHlUksWxxztm0602Q0&irpartnerid=4842182&irprogramid=21260&irgwc=1]. Checkout Factory here [https://www.factory-digital.com/]. Sign up to our newsletter here [https://yourbasketisempty.us14.list-manage.com/subscribe?u=c99607802029f86a8f8d53938&id=a46026601a].

On this episode I’m talking about brand loyalty in a hyper personalised AI world with Emily Gray, Founding Partner of Untangld: an international Strategy Studio defining how businesses win. We get into what loyalty really means today, from communities and connection to the risk of over optimised personalisation, and why Emily believes true loyalty is earned through relevance, not reliance. We talk about the impact of AI on brand relationships, how to design for meaning instead of mechanics, and what marketers can learn from the likes of Starbucks, Elf and Rapha. Emily also shares how brand strategy needs to evolve in a world where customer expectations are fluid and attention is scarce. If you're thinking about retention, CRM or how your brand shows up in a world shaped by automation, this one is for you. This podcast is brought to you by our friends at Omnisend. Your email marketing platform shouldn’t send you on side quests just to get help. Omnisend’s 24/7 support is always here — real people, real answers, no hold music. So good, it’s boring! Try for free today [https://www.omnisend.com/affiliates-general/?irclickid=ydK25H2OgxycRNvS-r3GyXHlUksWxxztm0602Q0&irpartnerid=4842182&irprogramid=21260&irgwc=1]. Checkout Factory here [https://www.factory-digital.com/]. Sign up to our newsletter here [https://yourbasketisempty.us14.list-manage.com/subscribe?u=c99607802029f86a8f8d53938&id=a46026601a].