Technology is redefining customer experiences as traditional retail approaches are adapted to fit with online platforms. As technology keeps transforming commerce, artificial intelligence chatbots have emerged as an essential component in boosting online CX whilst delivering operational gains for customer service teams by reducing ticket volumes.

In this podcast, we chat to the cofounder of one of the leading ecommerce AI chatbots, Siena. Siena is an autonomous customer service platform designed for commerce, combining the best of human empathy and AI to transform your customer experience.

Tune in to discover what's happening in AI, how ecommerce teams are using AI chatbots to improve their ecommerce operations and get advice on running proof of concepts and tracking chatbot performance.

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BigCommerce ran its annual summit last week in London, welcoming more than 400 agency and technology partners, 200 customers and 100 employees from across the globe.

In this podcast, James & Paul digest the latest company news, assessing what the Summit reveals about their market position, go-to-market strategy and what the latest developments reveal about their product proposition and roadmap.

It has been a challenging few years for BigCommerce. Shopify has accelerated its product capability but the pace of roadmap change from BigCommerce hasn’t really delighted merchants. They also had to cut the workforce as part of a global restructuring to align with their go-to-market strategy. However, BigCommerce is still landing marquee clients, really strong in enterprise B2B and has attracted a few exciting B2C brands like White Stuff and The Real Real in the US.

Join Paul and James as they explore the new Catalyst composable storefront, latest news on International & B2B, and what's happening with key product capabilities like Feedonomics and the tight partnership with PayPal that now has a password free checkout in beta in the US.

If you’d like to talk to use about how we can help you evaluate and select your ecommerce tech, please reach out on LinkedIn.

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LinkedIn: https://www.linkedin.com/company/inside-commerce/

ABOUT THIS EPISODE:

There has been a lot of change in the ecommerce and marketing tech landscape in the last few years. Leading vendors seeking to expand market reach and increase the LTV of existing customers have broadened their feature set, resulting in trend of tech stack consolidation.

For example, Yotpo now offers loyalty / referrals / SMS / UGC / subscriptions (for Shopify), Klevu has enhanced its core search & merchandising toolkit with personalisation, product recommendations and an AI chatbot for product discovery, and Nosto has bolstered its core product discovery engine with a content personalisation module.

We spend a lot of time advising ecommerce businesses on replatforming and their wider tech stack selection. There are nuances to deciding which platforms to select, and the additional 3rd party tools that are required on the selected platform to deliver the required business functionality and operational gains.

A common challenge is deciding whether to invest in an all-in-one vendor that can offer a pre-connected set of capabilities out-the-box, or building a best-in-class stack using leading vendors for each capability. For example, a Shopify merchant using Yotpo to do all of their loyalty / referrals / SMS / UGC / subscriptions vs. using Yotpo for loyalty & referrals, Reviews.io for reviews and Skio for subscriptions.

There is no single right approach. The optimal tech stack is dependent on many factors including size of business, complexity of requirements and available resources. In this podcast, James & Paul explain how you evaluate the different approaches and sensible decision criteria to help you make the best decision for your business.

If you’d like to talk to use about how we can help you evaluate and select your ecom tech, please reach out on LinkedIn.