Looped In – Details, episodes & analysis

✨ Coming soon on Looped In: a conversation with Eleanor Thadani (CRM & Clienteling leader at Jimmy Choo, Zegna, Fendi, Michael Kors & J.Crew).

👉 Sales reports tell you 𝑤ℎ𝑎𝑡 happened — but not 𝑤ℎ𝑦.

What if we could enrich those reports with the qualitative insights associates hear in-store every day? The customer reactions, the try-on moments, the feedback that rarely gets captured in systems. That’s where the real story behind performance lives.

Because sometimes the real question isn’t “is this product a dud?” — it’s “or did no one try it on (and those who did, loved it)?”

In our full conversation, we dig into:
🏹 How CRM has evolved from broad digital personalization to true one-to-one engagement
📩 Why CRM and clienteling are “two sides of the same coin” — and what brands miss when they separate them
📈 The changing role of the sales associate: relationship-builder and data contributor
🦾 Where AI fits in scaling personalization without losing the human touch

💡 Customer centricity isn’t just a slogan—it’s an operating system.

In my upcoming 𝑳𝒐𝒐𝒑𝒆𝒅 𝑰𝒏 episode with Emily Brauer Gill (Chief Revenue Officer at Margaux, former SVP of Customer Reformation, ex-Apple, Stitch Fix.), we dive into what it really takes to scale with the customer at the center.

One of Emily’s sharpest points: 𝘤𝘶𝘳𝘪𝘰𝘴𝘪𝘵𝘺 𝘵𝘳𝘢𝘯𝘴𝘭𝘢𝘵𝘦𝘴 𝘪𝘯𝘵𝘰 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘤𝘦𝘯𝘵𝘳𝘪𝘤𝘪𝘵𝘺.

Hiring people who are naturally curious—and then creating space for structured “voice of customer” sessions—ensures insights aren’t lost in the shuffle but drive tangible product and experience decisions.

We also unpack:
👱 Why early customer segmentation and personas must be CEO-backed to truly shape decisions.
🧪How Reformation’s rapid sketch-to-store cycles drove both agility and sustainability.
🛍️ Why multi-channel distribution isn’t optional—it’s simply following how customers want to shop.

The full conversation with Emily is dropping shortly—packed with practical takeaways on building organizations and incentives that 𝘢𝘤𝘵𝘶𝘢𝘭𝘭𝘺 put the customer first.

🎙 “But then when we need to feed one‑to‑many communications, do we care about what the person has done in‑store? There’s room for that — taking that store interaction and using it for digital interaction as well.”

In this upcoming Looped In episode, I speak with Katerina Targotay (Mountri) former Global Director of Marketing at Tom Ford and previously with Zegna and Alexander McQueen.

Katerina brings a rare perspective from inside creative‑led, brand‑first environments — where marketing is as much about protecting identity as it is about driving transformation.

We dive into:

💡 Turning in‑store interactions into measurable digital engagement

📈 Linking brand equity to conversion across the funnel

🛍 The store as the next big frontier for first‑party data

🔗 How creativity and data can co‑exist in luxury

📅 Episode drops soon — subscribe now so you don’t miss it

🎙 I’m launching a podcast — and I want you to be part of it.

When I started MartyAI, I went deep.
Even with a career in retail and omnichannel, I interviewed 50+ retail leaders to understand what omnichannel really means today.

From Tom Ford to Jimmy Choo, Chubbies to fast-growing DTC brands, these conversations were overflowing with practical insights and fresh takes on customer centricity.

I realised…
These stories shouldn’t stay behind closed doors.

Looped In is where retail, CRM, and personalization leaders share exactly how they’re re-engaging customers across channels — and building more love and value in a challenging macro environment.

We’ll explore:

• The real role of stores in an AI era
• How to connect digital and physical experiences
• What customer-centricity looks like in 2025

💡 Here’s how you can get involved:
1️⃣ Tap Follow here on Spotify, Apple Podcast or Youtube so you’ll get the first episode as soon as it drops.
2️⃣ If you enjoy the trailer, share it with a friend or colleague in retail who’d love these conversations.
3️⃣ Tag someone you’d want me to interview next — let’s get them Looped In.

First episode drops soon — follow now so you don’t miss it.