Meet the Advisory Council: Andrew Smith
In this new series, Meet the Advisory Council, we feature one of our brilliant Advisory Council members each month with their latest insights and reflections to help you navigate retail technology, the cloud, AI, and so much more. In this new series, Meet the Advisory Council, we feature one of our brilliant Advisory Council members each month with their latest insights and reflections to help you navigate retail technology, the cloud, AI, and so much more.
Our first expert is Andrew Smith, Co-Founder and Managing Partner at ThinkUncommon.
Previously, Andrew has held many senior leadership retail roles, including as the Head of Retail Operations at Telstra (Australia’s largest telecommunications company), where he led the retail network for consumer and small business. He also served as Telstra’s Global Head of Customer Experience for Consumer, Small Business, and Enterprise. Since then, he has advised retail companies all over the world on integrating more innovative and purpose-driven processes into the fabric of their organizations increasing the speed and success of innovation and growth.
How have you seen the retail industry evolving? Can you point to any hot trends?
I think the retail industry was forced through considerable change in 2020 which, combined with market forces like spending habit changes amongst consumers, led to considerable growth. However, in trying to chase down year on year numbers, innovation seems to have been shifted to almost solely focus on productivity. Cutting costs, improving efficiency, removing waste. This is causing some negative impacts to the customer experience which will ultimately create a space for brands who look to take advantage of disengaged consumers.
What does retail innovation look like to you?
A process! A set of habits, culture, and purpose and evidence led decision making by teams with new and agile operating structures. It's not tech (although tech is often the answer). It's not the 'thing' at all, it's the process by which the ideas of 'things' are formed and then through which the 'thing' is tested and brought to life!
What role does cloud technology play in retail's digital transformation?
Cloud technology can play a pivotal role in retail's digital transformation by providing the flexibility, scalability, and efficiency needed to meet the rapidly changing demands of the industry.
What advice would you give to aspiring retail executives and thought leaders?
Retail is one of the most addictive spaces to work in because of its constant dynamics. It is always moving and changing. In order to respond to that, you need to make a few changes to your own personal style; have strong opinions but hold on to them loosely! Have big ideas, but don't fall in love with them, fall in love with the evidence! And last but not least, you don't have to be serious to do serious work!
Why are you (and company) excited to be a part of the Retail Cloud Alliance?
I think the breadth of experience in the RCA is what excites me the most. At its core, it is a group of technologists excited about what the future holds, but there is a genuine curiosity around what the consumer and market is demanding, and then responding to that with innovative technologies. Bringing the customer and client into the core to help define the technical roadmap. The possibility of what's possible for the customer, not what's possible with the technology (that comes later!).
