Innovators in Commerce & Delivery

Hosted by Fluent Commerce

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Sep 2025

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About the show

Innovators in Commerce & Delivery brings a fresh perspective—and some fun—to the world of ecommerce. Join host Jamie Cairns, a 20+ year industry veteran, as he chats with some of the top innovators and thought leaders from leading brands and businesses in the space. Welcome to Innovators in Commerce & Delivery!

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37 recent

September 25, 2025Episode 3425 min

AI, OMS, and the Future of Supply Chain

In this episode, Jamie speaks with Kevin Bube, Vice President, Technology at enVista, about how companies are rethinking digital transformation with a more agile, strategy-first mindset.Many organizations struggle with challenges like inaccurate inventory visibility, rising freight costs, and a growing number of WISMO (Where Is My Order) inquiries. To combat this, Kevin shares more about the shift to a composable approach and the advantages companies gain from adopting it.We also cover:What to consider before launching an OMS project, including the business case, company culture, and project management supportWhere AI is already delivering results and key opportunities for the futureWhy flexibility and speed are becoming key competitive advantages in modern commerce

March 26, 2025Episode 3325 min

DIY Retail: Navigating Challenges in Fulfillment and Customer Experience

In this episode, Jamie speaks with Myles Bunbury, Vice President of Consumer Solutions at Intellias, about the challenges DIY retailers face today.DIY customers expect fast delivery—and a larger selection of products than ever. Some store locations are transitioning to warehouses to keep up with demand. In all of this, retailers need to know exactly what’s in stock so customers can get what they need, especially in the midst of projects. We also cover:The rise of Retail 5.0—creating a connected, customer-centered shopping experience across multiple devices and channelsThe importance of data-driven shopping experiencesThe evolution of "communities of dreams," and how this concept changes how consumers approach home improvementFor more on how to master fulfillment in the DIY market, get your copy of the eBook Jamie mentions during the episode.

October 22, 2024Episode 3219 min

Growing Smart (and Fast) in Retail

In this episode, we are joined by Patrick Lagace, Senior Director of Information Technology at Psycho Bunny. With three decades of experience in the retail industry, he has been instrumental in driving digital transformation at his company.Patrick dives deep into his journey, the rapid growth of Psycho Bunny's retail presence, and the challenges around scaling a business from 18 to 99 stores.We also discuss:How to define success in IT and retail settingsThe key components for a successful omnichannel retail strategyChallenges around data accuracy and availability of skilled resources

September 24, 2024Episode 3238 min

How AI and IoT are Reshaping Retail

AI, digital innovation, and data-driven insights have changed how the retail operates after the pandemic. And with any transformation, adaptation must follow.In this episode, we’re speaking with Myles Bunbury, Vice President of Consumer Solutions at Intellias. Myles discusses how consumer behavior and spending patterns in retail have shifted, the rise of digital devices, and the transformative impact of AI, IoT, and drone delivery. He also emphasizes the importance of bringing forward-thinking strategies to the forefront when rethinking business in a post-pandemic world.We also cover:The evolution of PIM systems and the transformative role of AI in expanding their use cases.The critical role of data governance in enhancing organizational agility.How geolocation-based and drone delivery are set to revolutionize logistics, offering precise and flexible delivery options.

August 20, 2024Episode 3128 min

Transforming Retail for Modern Consumer Demands

What can we expect for the future of retail? Are we on the right track to succeed?To address these questions, we are joined by Zach Zalowitz, Principal, Order Management Practice at Perficient, and a wealth of knowledge in the retail industry. Zach explores the profound impact of AI and hyper-personalization on consumer engagement and the essential shifts retailers need to make to stay competitive. He offers valuable insights into the challenges and opportunities in modernizing order management, achieving business optimization, and the critical importance of aligning business models with evolving customer behaviors.We also discuss:How AI can enhance customer engagement and disrupt traditional retail models.The "Now New Next" tool for promoting business model shifts.Using market events as a catalyst for changing retailers' mentality.

July 23, 2024Episode 3029 min

Balancing Quality, Delivery, and Customer Experience in Furniture Retail

Amazon reshaped the ecommerce scene, so how can small and mid-sized businesses hold their own against retail giants?To dive into this topic, we’re joined by Joshua Rich, E-commerce Operations Lead at Freedom Furniture Australia, the country's top furniture and homewares retailer. Joshua explains why small and mid-sized businesses should focus their energy and budgets on diversifying and making their value proposition out of their last mile instead of fighting the giants. He also unveils the strategies behind their game-changing order management system, designed to optimize inventory and fulfillment processes while balancing cost and customer satisfaction.We also discuss:The impact of the COVID-19 pandemic on the home furnishing industryHow Freedom Furniture has excelled in delivering exceptional customer experiences by integrating cutting-edge technology and logistics solutionsThe importance of leveraging data analytics to enhance last-mile delivery servicesWhy leaning into complexity is key to building successful retail marketplaces

June 25, 2024Episode 2926 min

Redefining Customer Centricity in Modern Marketing

Many brands frequently discuss customer centricity, but do they genuinely understand its essence?In today’s episode, we are joined by Carla Kromberg, Senior Marketing Manager of the DACH Region at Fluent Commerce. With extensive experience in client-side marketing, Carla shares how bringing all employees closer to the company’s clients can foster a sense of trust, ultimately leading to successful customer-centric brands.We also discuss: Why investment priorities need to shift from customer-facing elements to building a comprehensive customer experience, including backend improvements.The importance of a diversified marketing skillset that facilitates cross-functional work within organizations.Carla’s approach to managing resources for advertising campaigns and the common mistakes made before launching an ad.

May 21, 2024Episode 2831 min

Business Transformation Through Customer-Centric Data

In this episode, we are joined by Greg Randall, Managing Director & Senior Digital Strategist at Comma Consulting, the author of ”Improve Customer Experiences to Drive Online and In-Store Sales: The 10 Principles to Achieve Customer Experience Success,” and a seasoned expert who has been contributing to the education of the business community for over two decades. Drawing from his wealth of experience, Greg shares how to approach business transformation strategically, leveraging customer-centric data in decision-making and paving the way for success from a client standpoint.Tune in as we also discuss:How understanding the consumer journey can provide key insights into the gaps in the online channelThe delicate balance between customer needs and business objectives in the ecommerce spaceWhy are most businesses not maximizing the potential of their online channels, and what steps to take to address this issue

April 30, 2024Episode 2728 min

Intersecting Passion and Insights for Retail Success

In this episode, we are joined by Angus McDonald, CEO of Barbeques Galore, Australia’s premier retailer of barbecues and backyard lifestyle products. Angus shares insights into Barbeques Galore’s strategy to create unforgettable customer experiences, the integration of advanced technologies like AI and the IoT in retail, and the company’s robust commitment to data.We also discuss: The importance of knowledgeable team members and ongoing staff development.Angus’ plans to integrate AI into retail and customer experience.Why a clear strategy and unifying guiding principles for delivering omnichannel experiences are key for retail success.

March 26, 2024Episode 2627 min

Innovate, Communicate, Cultivate: A Blueprint for Retail Success in 2024

Adapting to new retail tools isn’t just a tech integration challenge — it’s a people challenge. But how do you create a strategy that embraces change while putting people at the center? In this episode, Louise Lally, Managing Director of the Louise Lally Training Academy, shares the pivotal role of communication and culture in successfully integrating innovative retail tools into businesses through a people-first approach. We also discuss:The impact of culture on staff retention and engagementCurrent trends in 2024 in the retail industryHow embedding business values can propel growth inside and outside the company