#42 Owning the Customer Journey: Yana Routshtein from Walmart on Navigating AI, Social Commerce, and Personalization
Links: Google - Pocket Cast - Anchor - Spotify - Apple
🎙 In the latest episode of The Retail Reality Show, we sat down with Yana Routshtein, Group Director of Product at Walmart, to uncover the strategies shaping the future of retail.
With years of experience leading digital transformation at one of the world’s largest retailers, Yana shared her perspective on the risks and rewards of social commerce, AI, and the art of personalization.
Social commerce is booming.
Everyone’s constantly talking about AI.
Personalized experiences are expected by customers.
But according to Yana, the biggest threat to retailers isn’t competition – it’s losing control of the customer journey.
Key insights from the episode include:
👉🏻 The Platform Trap: Why relying too much on third-party platforms can cost retailers control over the customer experience.
👉🏻 Personalization vs. Speed and Price: How retailers can balance tailored experiences with the demand for fast and affordable delivery.
👉🏻 AI’s Double-Edged Sword: Why AI can either elevate retail strategies or derail them if not aligned with core business goals.
Yana’s advice is clear: to thrive, retailers must focus on owning the entire customer journey – from the first click to the final checkout – while being smart about how they use AI and social platforms.
So, what’s the real game-changer in retail? 🤔
Owning the customer journey, mastering personalization, or leveraging AI effectively?
Discover Yana’s answers and more in this episode of The Retail Reality Show.
🎧 Listen now on Spotify and Apple Podcasts!
