E-commerce is undergoing a rapid phase of evolution, driven by the integration of emerging technologies like Artificial Intelligence (AI) and by shifting consumer habits in an increasingly connected and demanding society. This transformation not only changes how consumers shop, but also how businesses design their strategies, manage sales channels, and build lasting relationships with customers.
In this new landscape, AI has become a key driver of innovation within ecommerce. Its ability to analyze large volumes of data in real time allows companies to anticipate behaviors, optimize processes, and deliver highly personalized experiences. This customer-centric approach is redefining the rules of the game and calls for a new strategic vision for businesses.
At the same time, the rise of the omnicommerce model—aimed at integrating all brand-customer touchpoints, both digital and physical—has emerged as a necessary response to the demand for more seamless, consistent, and personalized shopping experiences. This transition requires not only advanced technological tools, but also a profound transformation in organizational culture and in how companies conceive their structure, operations, and relationships with their environment.
Thus, the future of ecommerce is not only shaped by technological advancements, but by brands’ ability to adapt, innovate, and build value-driven ecosystems where the customer experience is at the heart of every decision.
🎙️ In this podcast, we talk with GianLuca Papa, Head of Omnicommerce at Leroy Merlin, to explore the impact of AI integration in ecommerce, customer experience, and the challenge of internationalizing an ecommerce business.
A marketing and 360 commerce enthusiast, GianLuca has spent the past 12 years exploring the inner workings of both physical and digital retail. His career includes positions at companies such as Inditex, Privalia, and Amazon, as well as experience in marketing and data agencies—giving him a comprehensive and strategic vision. Today, this experience enables him to lead the transformation toward an Omnicommerce approach within the teams at Leroy Merlin.
What will you hear in this podcast?
- How ecommerce is changing due to the use of Artificial Intelligence
- Essential tools for managing an ecommerce operation
- Strategic vision for implementing an omnicommerce model
- The role of personalization in enhancing customer experience
- The role of physical stores in an omnicommerce strategy
- The organizational and cultural changes needed for omnicommerce success
We look forward to seeing you on Digital Talks by t2ó!
The episode is now available on Spotify, Apple Podcast, YouTube and iVoox. 🎧
If you enjoyed it and found it useful for your business, don’t forget to check out our other episodes — you’ll learn from and with the best! 🤓
