Why 90% of digital transformations fail - building success at Pendleton

Mastering digital transformation in ecommerce isn’t just about adopting new technology - it’s about honoring what’s timeless while embracing what’s next. In this episode of the Ecommerce Toolbox: Expert Perspectives, host Kailin Noivo sits down with Rick Ragusa, former VP of Ecommerce and Direct Marketing at Pendleton, to explore how decades of retail evolution, from catalog marketing to AI-driven commerce, reveal the enduring power of customer connection.

Mastering digital transformation in ecommerce isn’t just about adopting new technology - it’s about honoring what’s timeless while embracing what’s next.

In this episode of the Ecommerce Toolbox: Expert Perspectives, host Kailin Noivo sits down with Rick Ragusa, former VP of Ecommerce and Direct Marketing at Pendleton, to explore how decades of retail evolution, from catalog marketing to AI-driven commerce, reveal the enduring power of customer connection.

Rick unpacks what true customer-centricity looks like in the digital era, how database marketing continues to shape personalized experiences across channels, and why AI and video content are transforming the future of retail engagement.

So, if you’re leading digital transformation at a heritage brand, scaling ecommerce operations, or building the next generation of retail experiences, this episode is packed with actionable lessons on how to balance innovation with authenticity.

What You’ll Learn

How to successfully transition legacy brands into the digital age while preserving brand heritage
The timeless principles of customer journey optimization, from acquisition to post-purchase
Why database marketing remains crucial across all commerce platforms and channels
How to build cross-functional alignment during major platform implementations
The essential framework for balancing established customer bases with new audience acquisition
Why AI and generative commerce will reshape customer interactions and brand experiences
The critical role of high-quality video content in future ecommerce strategies
How to prepare for AI-driven changes in search, SEO, and customer engagement

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