Winning Retail

Hello and welcome to Winning Retail. This episode features an interview with Sandy Gilsenan, Senior Vice President of Retail at Warby Parker, and Kim Nemser, Chief Merchandising Officer and Head of Product Strategy at Warby Parker. On today’s episode, Kim and Sandy discuss revolutionizing and customizing the eyewear industry, using omnichannel tactics to create trust with customers, and Warby Parker’s journey to its 200th store. — “It's here in our hometown in New York City, opening up our 200th store this weekend. And I think that these incredible experiences that we've been able to really provide for our customers by having these in-store interactions have been really, I think, incredibly memorable. Not just for our customers, but also for our store. The idea of seeing one of our customers leave so happily, having this holistic vision care offering offered to them in one of our locations to me is still an incredibly unique proposition, especially for our customers to see our frames live and in person.” - Sandy Gilsenan “A typical journey as the customer first meets our brand through a home try-on program, they get those five frames. Maybe they go online to see them, maybe they heart some, and then they go to a store. They come to the store informed about our brand. And I think one of the things that I always applaud, is our store associates are, best in class in terms of training, learning about customer experience. We really focus on that. So I think it's this idea, you know, the word omnichannel is probably a bit overused, but we sort of like to say we're gonna create as many channels as our customers dictate necessary for them to trust the brand and find the product that they love.” - Kim Nemser — Show Notes * (02:39) - Sandy’s journey to Warby Parker * (03:57) - Kim’s journey to Warby Parker * (06:57) - Warby Parker’s 200th store * (14:27) - Buy a pair give a pair * (19:54) - Seamless technology * (29:52) - Getting to know Sandy and Kim — Sponsor This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail [http://delltechnologies.com/retail] and Intel.com/retail [http://intel.com/retail]. — Links Connect with Kim on LinkedIn [https://www.linkedin.com/in/kimberly-nemser-968b2320/] Connect with Sandy on LinkedIn [https://www.linkedin.com/in/sandy-gilsenan-2114a91/] Connect with Tony on LinkedIn [https://www.linkedin.com/in/tony-saldanha-200591123/] Connect with Tony on Twitter [https://twitter.com/tony_saldanha?lang=en] Tony Saldanha – Transformant [https://transformant.io/]

This episode features an interview with David Walmsley, Chief Digital & Technology Officer at Pandora. David has led multiple consumer businesses through their digital transformation and, in the process, scaled omnichannel growth. On today’s episode, David discusses using technology to customize the e-commerce experience, prioritizing bringing your whole company up to speed on digital transformation, and how these advancements are helping to reduce Pandora’s carbon footprint. — “Our starting point, our point of departure, was always keeping our people safe, and then keeping our customers safe, and then thinking about how we could use technology to amplify our business in that very strange time that we all lived through, particularly in 2019. And we didn't just survive; we thrived through that time.” - David Walmsley — Show Notes * (02:01) David’s journey to Pandora * (06:58) What is Program Pheonix? * (10:06) Technology and culture change * (19:17) Changes in the business model * (25:54) Getting personal with David * (30:52) David’s advice as CIO — Sponsor This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail [http://delltechnologies.com/retail] and Intel.com/retail [http://intel.com/retail]. — Links Connect with David on LinkedIn [https://www.linkedin.com/in/davidwalmsley0/?originalSubdomain=dk] Connect with Tony on LinkedIn [https://www.linkedin.com/in/tony-saldanha-200591123/] Connect with Tony on Twitter [https://twitter.com/tony_saldanha?lang=en] Tony Saldanha – Transformant [https://transformant.io/]

This episode features an interview with Tim Moerman, Sustainability & ESG Director at Anheuser-Busch InBev in Europe. Tim works to deliver sustainable value through global sustainability goals, entrepreneurship, and supply chain D&I. In today’s episode, Tim discusses meeting the consumer demand for sustainability, how he’s using technology for efficiency and transparency, and all that AB InBev is doing to support a future with more cheers. — “What's going to be adamant is that we decarbonize faster than ever before in the next couple of years. So it's almost not the reduction that you will have between today and 2050, it's the whole volume of emissions that you will still have on the way to get there. That is gonna be very critical. And I think that's that kind of trickle-down in more, more people's minds.” - Tim Moerman — Show Notes * 02:06 - Tim’s journey to AB InBev * 08:25 - AB InBev’s  mission to net zero carbon emissions by 2040 * 16:09 - Tim’s approach from a technology ecosystem standpoint * 25:26 - The goal to be more local, natural, and inclusive * 37:38 - Tim’s advice — Sponsor This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail [http://delltechnologies.com/retail] and Intel.com/retail [http://intel.com/retail]. — Links Connect with Tim on LinkedIn [https://www.linkedin.com/in/moermantim/] Connect with Tim on Twitter [https://twitter.com/tim_moerman?lang=en] Connect with Tony on LinkedIn [https://www.linkedin.com/in/tony-saldanha-200591123/] Connect with Tony on Twitter [https://twitter.com/tony_saldanha?lang=en] Tony Saldanha – Transformant [https://transformant.io/]

This episode features an interview with Moritz Klaemt, Vice President for Digital Marketing & eCommerce at Henkel. As a CPG brand specialist in Henkel’s Laundry & Home Care Division, Moritz helps to drive consumer value and alleviate pain points through digital transformation. On today’s episode, Moritz discusses Henkel’s digital community platform, “Ask Team Clean,” explains the difference between consumer centricity and consumer engagement, and touches on the future of AI. -- “Understand what is relevant for the consumer, and only then say, ‘okay, what role do I now play with my brands?’” -Moritz Klaemt -- Show Notes * (1:35) Tony’s takeaways on the conversation * (2:45) Moritz’s background * (6:06) A primer on Henkel’s Laundry & Home Care division * (9:54) Moritz’s approach to E-commerce * (11:35) Introducing “Ask Team Clean” * (16:49) Putting the consumer first, brand second * (20:17) The relationship between consumer care and retailers * (24:26) Data collaboration with retailers * (27:22) The future of AI * (29:23) Lightning round -- Sponsor This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail [http://delltechnologies.com/retail] and Intel.com/retail [http://intel.com/retail]. -- Links Connect with Moritz on LinkedIn [https://www.linkedin.com/in/moritz-kl%C3%A4mt-43375457/?originalSubdomain=de] Connect with Moritz on Twitter [https://twitter.com/moritzklaemt?lang=en] Connect with Tony on LinkedIn [https://www.linkedin.com/in/tony-saldanha-200591123/] Connect with Tony on Twitter [https://twitter.com/tony_saldanha?lang=en] Tony Saldanha - Transformant [https://transformant.io/]

This episode features an interview with Scott Ziegler, EMEA Retail Director at Havaianas-Alpargatas. For 38 years, Scott has worked with some of the most iconic brands in the apparel world, from Foot Locker in the U.S. to now Havaianas in Europe, which sells over 200 million pairs of flip-flops each year. On today’s episode, Scott walks us through their Madrid flagship location, makes a case for RFID, and explains what LMX Theory is and how he uses it to build out his teams. -- “One of the great joys that I have is going into stores in Europe - and that was one of the big surprises for me - is how enthusiastic the employees were for the product.” -Scott Ziegler -- Show Notes * (1:27) Tony’s takeaways on the conversation * (3:23) Scott’s background in retail and current role at Havaianas * (4:54) The freedom of flip-flop culture * (6:55) Transporting customers to the beach through store design, ambience, and passionate employees * (9:52) Recent developments: click-and-collect, franchising, and digital windows * (11:16) A walk through the Madrid flagship store * (13:56) Using technology to improve inventory accuracy * (15:34) The two-way trust exchange of Leader-Member Exchange (LMX) Theory * (19:34) Allowing employees to do their job and bring solutions * (21:58) Enhancing the customer experience * (24:23) Lightning round * (27:54) Scott’s parting advice -- Sponsor This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail [http://delltechnologies.com/retail] and Intel.com/retail [http://intel.com/retail]. -- Links Connect with Scott on LinkedIn [https://www.linkedin.com/in/scott-ziegler-1190894/] Connect with Tony on LinkedIn [https://www.linkedin.com/in/tony-saldanha-200591123/] Connect with Tony on Twitter [https://twitter.com/tony_saldanha?lang=en] Tony Saldanha - Transformant [https://transformant.io/]