Insights from the Retail Express × Podium Webinar
Retailers are heading into one of the most unpredictable — yet opportunity-filled — periods we’ve seen in years. Customer expectations are shifting quickly, acquisition costs continue to rise, and AI-driven discovery tools are reshaping how shoppers find and evaluate products.
In our recent webinar, Corey Arashiro, Director of Sales ANZ at Maropost, sat down with Ed Tapley, Podium’s Head of Business Development, to break down what’s happening in the market and how retailers can build more connected experiences that drive real, measurable growth.
Below are the key insights and the five major takeaways from the session.
- Promotions are powering performance in a cautious retail climate
Even with softer spending and economic pressure, sentiment is improving as retailers prepare for what could be a record-breaking Black Friday and holiday season.
But one trend stands out:
Promotions are doing most of the heavy lifting — and shoppers are laser-focused on value.
Retailers and customers alike are being more deliberate:
- Cash flow is monitored more carefully
- Purchases are evaluated more closely
- Every marketing dollar must justify itself
As Corey noted, “People are more mindful about their spending. They’re keeping a close eye on every dollar.”
- Local retailers win through service, convenience & trust
Price competition has intensified, tempting many retailers to cut margins just to keep up. But as Ed explained, that strategy rarely works long term.
Local retailers have distinct advantages that big-box players can’t easily replicate:
- Service: Fast, human, personalised communication — especially through mobile-first channels.
- Convenience: Low-friction interactions and streamlined in-store and online experiences.
- Trust: A major differentiator, especially for higher-consideration purchases.
When these strengths are supported by the right technology, retailers can deliver experiences that keep customers coming back, even in the face of cheaper alternatives.
- AI is rewriting the product discovery journey
Generative AI continues to disrupt consumer behaviour.
Ed shared a simple example: shopping for a pram. Instead of browsing dozens of websites, today’s shopper might type a question into ChatGPT and get instant comparisons of leading models.
This shift completely changes how products — and retailers — get discovered.
The retailers who adapt their visibility and messaging for AI-driven search will be the ones who stay competitive.
Search is no longer defined by Google alone; it’s now influenced by AI-assisted recommendation paths.
- Rising ad spend means retailers need better owned channels, not bigger budgets
As more brands fight for a limited pool of attention, acquisition costs continue to rise. Retailers can’t rely on paid channels alone.
Corey and Ed highlighted the importance of:
- Strengthening owned communication channels
- Building direct, ongoing relationships with customers
- Creating consistent, personalised journeys within their own ecosystem
Retailers that shift from “spend more” to “connect better” are already seeing stronger, more sustainable results.
- Connected experiences are no longer optional
The webinar closed with a powerful message: connected experiences aren’t optional; they’re the foundation of modern retail. Customers now expect fast responses, personalised interactions, and consistency across every channel, and retailers can’t deliver that with disjointed systems.
This is exactly where Retail Express and Podium create a meaningful advantage. Together, we give retailers a unified ecosystem that makes every customer interaction smoother, smarter, and more profitable.
✔ Respond faster and convert more leads
Centralised communication and AI‑assisted messaging mean customers get timely answers — turning more enquiries into sales.
✔ Remove friction from every stage of the customer journey
Click-to-message tools, automated follow-ups, and integrated workflows eliminate bottlenecks and keep customers moving forward.
✔ Build trust with genuine, consistent interactions
From first enquiry to repeat purchase, every touchpoint feels cohesive, personal, and human.
✔ Make confident, data driven decisions
With POS, CRM, marketing, and communications working together — not in silos — retailers can make informed choices that strengthen margins and improve performance.
As Corey put it: “Everyone has tools — but the right mix for each business is the key to unlocking real value.”
Looking ahead: A defining moment for retail
Retail is at a crossroads. Technology is moving fast, consumers are more informed, and competition is rising. But for retailers who invest in service, communication, trust, and connected technology, the opportunity is huge.
The retailers who win won’t be the ones spending the most, they’ll be the ones creating the strongest connections.
If you’d like to watch the full session, it’s now available on-demand — simply click the image below. And if you’d like to explore how Maropost and Podium can work together in your business, our team is here to help. Just request a demo here.
