In this episode of Retail Disrupted, Natalie shares frontline intelligence from the Richmond Retail and eCommerce Directors' Forum, including rare direct access to Rami Baitieh, CEO of Morrisons (and former CEO of Carrefour France). Then Meriel Neighbour, Director of Technology at River Island, unpacks how fashion retail is navigating Gen Z's demand for speed, the returns crisis, and AI's real-world role on the shopfloor.
From Morrisons:
• Why Rami believes "the bigger the store, the bigger the problem"
• How AI personalisation is driving Morrisons' e-commerce growth
• "Customers are loyal to their pocket" — what shopper promiscuity means for grocery and beyond
• The £200m+ tax burden threatening retailer pricing power and long-term planning
From River Island (starts at 11 min):
• How social commerce and Gen Z's "I need it now" mindset are making speed-to-market a survival strategy
• The returns crisis: why inconsistent sizing across brands is the root cause — and how virtual try-ons could fix it
• River Island's internal AI platform that cut service desk calls by 80%
• Meriel's bold vision: AI that spots a mannequin on the street, adds the outfit to your basket, and has it at your desk before you arrive
For retail leaders navigating disruption — this is essential listening.
🎙️ Retail Disrupted is a Top 5% global podcast hosted by retail analyst Natalie Berg, co-author of Amazon: How the World's Most Relentless Retailer Will Continue to Revolutionise Commerce.
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