Offcuts

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].

On this episode I’m breaking down Shopify’s Summer Editions 2025 with Ben Homer, Senior Solutions Engineer at Shopify. We cover Shopify’s new AI-powered Horizon theme and what it means for design freedom, explore the interplay between consumer- and merchant-facing AI, and dig into standout updates—from Sidekick’s new voice and screen-sharing capabilities, to split fulfilment via Ship and Carry Out, and big unlocks like Multi-Entity and Multi-Currency Payouts. We also talk about the role of partners and agencies in a post-AI world, the future of immersive checkouts like Roblox, and whether this Editions release is quietly reshaping the platform for the next era of commerce. 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].