Épisodes

  • Live from Shoptalk: Navigating the Future of Commerce Through Agentic AI with Pano Anthos

    Live from Shoptalk: Navigating the Future of Commerce Through Agentic AI with Pano Anthos
    Oct 1 2025
    Retail is experiencing seismic shifts, and businesses that don't adapt risk becoming irrelevant overnight. In this compelling episode of Talk Commerce, recorded live from Shop Talk Fall in Chicago, host Isaac Morey sits down with Pano Anthos, founding member of XRC Ventures, to explore how agentic AI is reshaping consumer behavior and business operations. Their conversation reveals why traditional e-commerce strategies won't survive the next wave of technological disruption.About Pano AnthosPano serves as a founding member of XRC Ventures, an investment firm operating at the intersection of consumer behavior and technology. His expertise spans venture capital, retail innovation, and emerging technology trends that impact how businesses connect with customers. Pano's investment philosophy centers on understanding consumer adoption patterns to predict corporate technology trends. He's particularly focused on agentic AI applications across supply chain management, customer support, and e-commerce optimization. His insights come from years of observing how consumers embrace new technologies before enterprises catch up. Throughout his career, Pano has maintained that studying consumer behavior provides the clearest roadmap for understanding where business technology is headed next.Episode SummaryPano explains why XRC Ventures focuses on consumer behavior as a predictor of technological advancement. "Consumers are responsible for two trillion in spend and a massive portion of our GDP," he explains. "They tend to be relatively much faster early adopters of technology than corporations." This philosophy drives their investment strategy and provides unique insights into market direction.When discussing agentic AI, Pano breaks down the concept into four essential components: autonomous planning, adaptive reasoning, tool integration, and goal orientation. "AI to figure out the rules. You have to really lay out the rules first," he emphasizes. "That's the misconception of autonomous AI is that it will make decisions within boundaries. But you have to set those boundaries or you get nothing."The conversation takes a practical turn as Pano shares examples of agentic AI in action. He describes an investment opportunity involving supply chain automation where AI intercepts and processes manufacturer communications. "There's a very set of manual tasks today," he explains. "This team out of Israel has figured out how to automate using an LLM to basically take all those messages they're going back and forth and make decisions based on the rules that have been set by the organization."For small e-commerce businesses, Pano delivers stark advice about the changing landscape. "Your website is toast," he warns. "Unless you are a fashion-oriented product where discovery is important and inspiration is important and it's truly discretionary, the chat engines are going to take over." He demonstrates this point using Perplexity Shopping, showing how consumers can research, compare, and purchase products without ever visiting a brand's website.The discussion reveals how AI-powered shopping platforms threaten traditional cross-selling strategies. "You are, you know, for that transaction, yes. To build some brand awareness, maybe. Cross-sell, absolutely not," Pano states. This fundamental shift forces businesses to reconsider their entire customer acquisition and retention strategies.Pano's advice for content teams reflects the urgency of this transition: "Start using the engines and asking all the questions that any consumer and they give you all the questions that consumers can ask and go figure out whether you're in the top three or top one or top two." He stresses the importance of understanding where brands rank in AI responses and working backward to improve visibility in source content.The conversation concludes with predictions about Google's future. "The judges in the trial that just came out last week or two weeks ago, it's pretty obvious that the judge knows that what we all know is Google search in the traditional SEO, SEM world, it's over," Pano observes. He compares Google's potential fate to previous tech giants, noting how quickly market leaders can become irrelevant when disrupted by superior technology.Key Takeaways• Consumer adoption drives innovation: Consumers spend two trillion dollars annually and adopt technology faster than corporations, making them the ultimate predictor of future trends• Process documentation is crucial: Successful AI implementation requires clearly defined rules and boundaries before automation can begin• Reddit has become the new SEO: Chat engines prioritize Reddit content over traditional website reviews, fundamentally changing how brands build credibility• Website traffic will decline dramatically: Hard goods businesses face inevitable traffic drops as consumers turn to AI-powered shopping experiences• Transparency is the new currency: AI engines expose product quality issues...
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    24 min
  • PIM Systems Are Revolutionizing Agentic Commerce with Pimberly's Martin Balaam

    PIM Systems Are Revolutionizing Agentic Commerce with Pimberly's Martin Balaam
    Sep 30 2025

    In this episode of Talk Commerce, Brent Peterson speaks with Martin Balaam, CEO of Pimberly, about the critical role of Product Information Management (PIM) in e-commerce. They discuss how PIM serves as a single source of truth for product data, its importance in global e-commerce, and the impact of AI and agentic commerce on the industry. The conversation also touches on the differences between B2B and B2C approaches to PIM, the challenges of data management, and how Pimberly differentiates itself in the market. Finally, they explore the implications of tariffs on data management and the future of PIM in a rapidly changing landscape.


    Takeaways

    • PIM is essential for managing complex product data.
    • Globalization requires businesses to adapt their product data strategies.
    • AI optimization is crucial for effective e-commerce.
    • B2B companies are adopting agentic commerce faster than B2C.
    • Structured data is necessary for machine-readable formats.
    • PIM helps reduce the number of SKUs needed for different marketplaces.
    • Tariffs can significantly impact supply chain data management.
    • Pimberly focuses on high complexity and conditionality in product data.
    • The importance of capturing contextual information in B2C.
    • PIM can streamline data management across various platforms.


    Chapters

    00:00
    Introduction to Pimberley and Martin Balaam

    04:14
    Understanding Product Information Management (PIM)

    07:23
    The Importance of a Centralized Data Source

    12:13
    Agentic Commerce and Its Future

    17:00
    B2B vs B2C: Data Needs and Challenges

    21:57
    The Role of PIM in Supply Chain Management

    25:17
    Conclusion and Future Outlook for Pimberley

    27:21
    TC - Outtro All AV version 1.mp4


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    28 min
  • Agentic Commerce Transforms Shopping While Preserving Brand Identity with Scott Hendrickson at Shoptalk 2025

    Agentic Commerce Transforms Shopping While Preserving Brand Identity with Scott Hendrickson at Shoptalk 2025
    Sep 24 2025

    In this engaging conversation, Scott Hendrickson, Chief Revenue Officer at Firmly, discusses the evolution of e-commerce and the rise of agentic commerce. He emphasizes the importance of understanding consumer behavior in the context of AI technology and how it can enhance shopping experiences. Scott also shares insights from the recent Shop Talk event, highlighting the need for brands to adapt to changing consumer journeys while maintaining their unique identities.


    Takeaways

    • Scott Hendrickson is the Chief Revenue Officer at Firmly.
    • Firmly's technology allows consumers to check out without leaving the native environment.
    • Agentic commerce is a buzzword but not widely deployed yet.
    • Consumer shopping journeys are diverse and complex.
    • AI can enhance shopping experiences but cannot replace human involvement entirely.
    • Trust in brands is crucial for autonomous purchases.
    • Direct-to-consumer relationships are more important than ever.
    • Brands should not give up customer experience to tech giants.
    • The future of shopping will involve multiple channels and experiences.
    • Shop Talk 2023 highlighted the rapid evolution of the e-commerce landscape.


    Chapters

    00:00
    Living Between Two Worlds: Hawaii and Minneapolis

    01:09
    Understanding Agentic Commerce

    06:46
    Consumer Behavior and AI in Commerce

    12:27
    The Future of Direct-to-Consumer Relationships

    15:34
    Navigating the Transformational Moment in Commerce
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    16 min
  • Tim Tynan Reveals How Every Chargeback Tells a Story and chargeback management Best Practices

    Tim Tynan Reveals How Every Chargeback Tells a Story and chargeback management Best Practices
    Sep 23 2025

    Episode Description

    In this episode, I sit down with Tim Tynan, CEO of Chargeback Gurus, to discuss the evolving landscape of chargeback management. We explore how merchants can better handle disputes, the significant changes coming with Visa's VAMP program, and the role of AI in payment processing. Tim brings decades of experience from IBM, Bank of America, and Citigroup to share practical insights for merchants dealing with chargebacks.

    Key Timestamps

    [00:02] - Introduction and guest background
    [01:18] - Baseball discussion (Yankees vs. Twins fans)
    [02:11] - Free Joke Project segment
    [02:40] - How to make chargebacks exciting - "Every chargeback tells a story"
    [04:30] - Common chargeback mistakes merchants make
    [06:12] - VAMP Program explained - Visa's consolidation of dispute and fraud programs
    [08:11] - Fraud prevention best practices and threshold management
    [09:57] - New VAMP ratios: 1.5% for merchants, 0.7% for acquiring banks
    [12:18] - Subscription model challenges - Best practices for recurring billing
    [15:51] - AI and chatbot impact on customer service and chargebacks
    [18:36] - The future of AI agents in commerce and dispute resolution
    [22:01] - Shameless plug for Chargeback Gurus
    [23:28] - Baseball wrap-up: Roger Clemens discussion

    Key Topics Covered

    VAMP Program Changes

    • Consolidation of Visa Dispute Management Program and Visa Fraud Management Program
    • New combined ratios and thresholds
    • Impact on merchants and acquiring banks
    • Timeline for full implementation (2026)


    Chargeback Best Practices

    • Importance of upfront documentation
    • Consumer education and clear terms
    • Account verification methods (CVV, address verification)
    • Quality control processes


    Subscription Business Models

    • Opt-out capabilities as table stakes
    • Regular customer reminders
    • Education and transparency requirements
    • Balance between business needs and consumer protection


    AI and Technology

    • Machine learning applications in chargeback management
    • Human expertise vs. automation balance
    • Quality control and accuracy concerns
    • Practical implementation approaches
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    26 min
  • Transforming Retail Through Strategic Operations with Rebekah Kondrat

    Transforming Retail Through Strategic Operations with Rebekah Kondrat
    Sep 16 2025

    In this episode of Talk Commerce, Rebekah Kondrat, founder of Rekon Retail, shares her journey from working at major brands like Starbucks and Apple to starting her own retail consulting firm. She emphasizes the importance of both operational excellence and customer experience in retail, debunking the myth that retail is dead. Rebekah discusses the significance of integrating online and in-store experiences, the role of employee training in enhancing customer loyalty, and how AI can be utilized to improve retail operations. She concludes with a call to action for brands to embrace retail and avoid pitfalls like paying dark rent.

    Takeaways

    • Rebekah Kondrat is the founder of Rekon Retail, helping brands open stores.
    • Retail is not dead; it is evolving and thriving.
    • Operational excellence is as important as product presentation.
    • Employee training is crucial for building customer loyalty.
    • Integrating online and in-store experiences enhances customer engagement.
    • AI can support retail operations but cannot replace human intuition.
    • Brands should focus on customer relationships to increase lifetime value.
    • Retail experiences should be both utilitarian and enjoyable.
    • Avoid paying dark rent by planning retail strategies carefully.
    • Rekon Retail is dedicated to helping brands succeed in retail.


    Chapters

    00:00
    Introduction to Retail and Customer Experience

    03:40
    Rebecca's Founder Story and the Birth of Recon Retail

    07:17
    The Belief that Retail is Alive

    09:00
    The Importance of Client Telling in Retail

    12:25
    Retail as Utility vs. Retail as Experience

    15:15
    The Shift in Client Telling Across Brands

    17:27
    The Role of Employees in Customer Experience

    20:10
    AI in Retail: Enhancing Customer Experience

    25:03
    Closing Thoughts and Future of Retail
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    27 min
  • Why ChatGPT Can't Tell Your Brand's Real Story About Authentic Marketing with AI Integration

    Why ChatGPT Can't Tell Your Brand's Real Story About Authentic Marketing with AI Integration
    Sep 9 2025

    In this episode of Talk Commerce, Brent Peterson interviews Jimi Gibson, Vice President at Thrive Agency. They discuss digital marketing, particularly in e-commerce, and the challenges businesses face in a multi-channel environment. Jimi shares insights on the importance of a holistic marketing approach, the impact of AI on marketing strategies, and the necessity of original content to connect with consumers. The conversation also touches on the potential pitfalls of over-reliance on AI in customer engagement and the importance of maintaining a human touch in marketing efforts.


    Takeaways

    • Thrive Agency has been around for 20 years, providing full-service digital marketing.
    • A holistic approach to marketing is essential for e-commerce success.
    • E-commerce brands face unique challenges in navigating multiple platforms.
    • AI is changing the marketing landscape, but it has limitations.
    • Original content is crucial for brand identity and consumer connection.
    • Consumers are becoming more savvy and can detect robotic interactions.
    • Data-driven strategies are vital for understanding market trends.
    • Maintaining a human touch in marketing is essential for engagement.
    • Over-reliance on AI can lead to frustrating customer experiences.
    • Feedback and criticism are valuable for personal and professional growth.


    Chapters

    00:00
    Introduction to Thrive Agency and Personal Background

    01:35
    Holistic Approach to E-commerce Marketing

    04:28
    Navigating Multi-Channel Marketing Strategies

    07:45
    The Impact of AI on Marketing

    10:36
    The Importance of Original Content

    15:10
    Challenges with AI Chatbots in Customer Service
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    21 min
  • SeedX CEO Jacqueline Basulto Transformed Growth Marketing Through Human-Centered AI Integration

    SeedX CEO Jacqueline Basulto Transformed Growth Marketing Through Human-Centered AI Integration
    Sep 2 2025
    Welcome to another episode of Talk Commerce, where host Brent Peterson sits down with industry leaders to explore the evolution of digital commerce. In this conversation, we meet Jacqueline Basulto, founder and CEO of SeedX, a growth marketing company that's been making waves since 2016. Now leading a team of 65 professionals, Jacqueline shares her journey from a young freelancer working with yoga teachers to building a comprehensive growth marketing powerhouse that helps companies scale their systems through end-to-end digital solutions.Key TakeawaysHolistic marketing beats vertical specialization - Companies need integrated growth systems rather than isolated channel-specific strategiesFinancial alignment drives success - Understanding how marketing activities tie back to company financials and profitability metrics is crucialThe three-pillar foundation - Successful e-commerce marketing starts with website optimization, paid advertising, and email marketingAI enhances rather than replaces humans - Technology should eliminate mundane tasks while preserving human strategic thinking and creativityEuropean markets show different tech adoption patterns - Cultural differences impact how businesses integrate technology and customer expectationsDefining success requires team alignment - Marketing directors and CEOs must agree on success metrics before launching campaignsOrganic social media presents diminishing returns - Paid channels offer more reliable and formulaic growth opportunities for new businessesAbout Jacqueline BasultoJacqueline Basulto founded SeedX at just 22 years old, starting her entrepreneurial journey during an internship at Google where she worked with small businesses on marketing strategy. Frustrated by the verticalized approach of traditional agencies, she launched what began as "Jacqueline's Web Studio" in New York City, bootstrapping her way from working with local yoga teachers to serving larger enterprises. Her passion extends beyond business - she's a singer who loves animals, owns three dogs, and dreams of having a farm someday. As a mother of a three-year-old, she balances entrepreneurship with family life while maintaining an active lifestyle. Her approach to business reflects her belief that entrepreneurship found her rather than the other way around, leading to a company philosophy centered on comprehensive, human-centered growth strategies.SummaryThe conversation begins with Jacqueline explaining how SeedX got its name - "seed" representing the beginning of growth, like a plant, and "X" standing for technology. She emphasizes that while the company has evolved significantly since its inception, the core philosophy remains unchanged: providing holistic marketing solutions rather than siloed services."I was frustrated really by the way that other agencies and that Google was helping them because it was very verticalized," Jacqueline explains. This frustration led to her decision to start her own company, though she admits she didn't initially understand what entrepreneurship meant or that she was bootstrapping her business.Brent probes into the biggest mistakes medium-sized companies make with their marketing efforts. Jacqueline's response reveals a critical gap in most businesses: the lack of clarity around how marketing activities connect to financial outcomes. She notes that many companies look at results across different platforms without understanding how these costs relate to revenue, cost of goods, and overall profitability.The discussion shifts to e-commerce specifically, where Jacqueline outlines her three-pillar approach for new companies. First, the website must serve as both storefront and salesperson, educating customers about products. She uses the example of a Manuka honey company, explaining how their initial website failed to communicate the product's unique benefits, pricing rationale, and usage applications."Your website is your storefront and it's your salesperson," she states. "What you want is to make sure that people are educated about the great products that you have."The second pillar involves paid advertising for quick conversions and message testing, while the third focuses on email marketing to capture and nurture the 90% of visitors who don't purchase immediately. Jacqueline warns against over-investing in organic social media, noting the platform's increasing difficulty for growth.The conversation takes an interesting turn when discussing AI's role in marketing. Rather than viewing AI as a threat to human employment, Jacqueline positions it as a powerful support tool that eliminates mundane tasks while preserving human creativity and strategic thinking.When Brent asks about cultural differences between European and American business practices, Jacqueline provides insight into varying technology adoption rates and customer expectations across regions. She observes that European markets tend to prioritize human-centric approaches over ...
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    24 min
  • Hamish McKay Transforms E-commerce Customer Service Through Revolutionary Order Editing Platform

    Hamish McKay Transforms E-commerce Customer Service Through Revolutionary Order Editing Platform
    Aug 26 2025

    Summary

    In this episode of Talk Commerce, Hamish McKay, CEO and co-founder of OrderEditing.com, shares his journey from intern to entrepreneur, discussing the challenges and successes of building a software solution for order management in e-commerce. He highlights the importance of addressing customer service pain points and the innovative features of their product that enhance the shopping experience. Hamish also shares insights on growth strategies, future enhancements, and the significance of personal branding in today's digital landscape.


    Takeaways

    • Hamish McKay is the 24-year-old CEO and co-founder of OrderEditing.com.
    • OrderEditing.com allows customers to edit their orders without contacting customer service.
    • The idea for Order Editing came from Hamish's experience in customer service.
    • The software significantly reduces customer service tickets for e-commerce brands.
    • Hamish's journey involved learning from mentors and adapting to market needs.
    • The company has grown rapidly, partnering with major e-commerce brands.
    • Order Editing aims to reduce return rates in online shopping.
    • Innovative features include upselling opportunities post-checkout.
    • Hamish emphasizes the importance of personal branding on platforms like LinkedIn.
    • The future roadmap includes enhancing address validation and checkout upsells.


    Chapters

    00:00
    Introduction to Hamish McKay and Order Editing

    03:08
    The Journey of Starting Order Editing

    05:35
    Growth and Challenges as a Young CEO

    07:48
    Understanding the Problem of Order Changes

    11:05
    Innovative Solutions for Order Editing

    14:47
    Future Roadmap and Features for Order Editing

    17:14
    Closing Thoughts and Personal Insights
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    20 min