Has Customer Service Become Too Automated? Peter Cross on How Retailers Can Fix It
Half of UK consumers say customer service feels overly automated, joyless, and exhausting. In this episode of Retail Disrupted, Peter Cross — consultant, speaker, and author of Start with the Customer — joins Natalie Berg to explore how retailers can bring back the human touch. Peter reminds us that "customers would rather wait for good service than get instant bad service," and reveals what leaders must do to build truly customer-obsessed, employee-centric organizations. Expect insights on: The golden rules and cardinal sins of customer service How great CX starts with company culture The danger of blind faith in technology The future of AI, empathy, and human connection in retail About Peter Cross: One of the UK's leading authorities on customer behaviour, Peter is former Customer Experience Director for John Lewis and Waitrose, and was Mary Portas' business partner for ten years. He is Vice President of the Institute of Customer Service, a global Ambassador for the Retail Trust, and Vice Chairman at the Fragrance Foundation. 📘 Learn more about Peter's book Start with the Customer
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The 2 Trillion Dollar Retail Revolution: Inside Whatnot and the Rise of Live Shopping
Live shopping is transforming e-commerce. It's a $120 billion global market that's expected to hit $2 trillion by 2030. In this episode of Retail Disrupted, Natalie Berg speaks with Daniel Fisher, Head of Categories, Europe, at Whatnot - the largest live shopping platform in North America, the UK, and Europe. Every week, shoppers watch 340,000 hours of live content on Whatnot, helping sellers generate up to 4x more sales versus traditional e-commerce. It just may well be the "biggest business you've never heard of", in CEO and co-founder Grant LaFontaine's own words. In the US, Whatnot is the second most downloaded iPhone app in the shopping category, just behind Temu (it's ranked number 4 in the UK, at the time of recording). Tune in to learn how entertainment, community, and authenticity are redefining retail - and why live shopping could soon make up 20% of all online sales.
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The Future of Retail: How Ariel Haroush and Future Stores Are Redefining Physical Retail
In this episode of Retail Disrupted, Natalie Berg sits down with global retail futurist Ariel Haroush, founder of Outform and the visionary behind Future Stores on Oxford Street. Natalie and Ariel discuss how physical retail should be reinvented for the digital age—where stores move at the speed of culture, powered by data, AI, and immersive experiences. Ariel also shares insights on brand activations like the Shein and Tesla pop-ups in the Future Stores space. Expect bold insights on experiential retail, pop-up spaces, and how technology is reshaping the way brands connect with consumers.
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How TikTok Is Powering the Era of Discovery Commerce
TikTok is reshaping how people discover, explore, and buy products — and retailers are taking note. In this episode of Retail Disrupted, host Natalie Berg speaks with Paul Mears, Group Vertical Director for Retail & E-commerce at TikTok UK, about how discovery commerce is changing the path to purchase. Together they unpack the findings from TikTok's first UK Shopping Report, discuss how entertainment and commerce are converging, and explore what brands can learn from the creators driving this new era of shopping inspiration. 🎧 Tune in to learn: How TikTok is redefining e-commerce Why discovery-led shopping is the future Which brands are doing social commerce well What retailers can do to engage the next-generation consumer 👉 For more retail insights, make sure to subscribe to the podcast! https://retaildisrupted.com
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AI, Agility & the Future of Retail: Key Takeaways from Manhattan Exchange
Recorded at Manhattan Exchange 2025 in Antwerp, this episode dives into how AI is transforming retail — from search and discovery to customer service and the in-store experience. Host Natalie Berg and guest Ben Sillitoe unpack the biggest tech trends shaping retail's next chapter: agentic AI, post-purchase innovation, gamification, employee empowerment, and customer-controlled fulfilment. Expect fresh insights, real-world examples, and a glimpse into the future of how we shop. This episode is brought to you by Manhattan Associates, the global leader in supply chain and unified commerce. Ben is the Editor of Green Retail World. For more: https://greenretail.world 🎧 And don't forget to subscribe to the podcast for more retail insights!
Disrupt or be disrupted – that's the choice facing retailers today.
Hosted by leading retail analyst Natalie Berg, the Retail Disrupted™ podcast unpacks the latest trends transforming the global retail landscape. Join us for lively discussions with the industry's brightest minds – retail CEOs, business leaders, disruptive brands, analysts and tech experts. Every week, we explore how technology is reshaping the world of commerce, how shopping habits will evolve in the future, and what retailers need to do to stay relevant to shoppers in a digital era.
This is a London-based show with a global audience. For more, visit retaildisrupted.com
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