Meet Our Exhibitors: Gnatta's CEO Jack Barmby
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In the run-up to the shows, Jack Barmby, CEO of communication tech provider Gnatta, discusses the industry trends he’s most looking forward to seeing at eCommerce Expo and Technology for Marketing this year as well as the biggest industry challenges right now.
What industry trends are you looking forward to seeing at this year’s eCommerce Expo and Technology for Marketing?
I'm excited about advancements in AI and automation for aftersales customer resolutions. The term "chatbot" often misleads, as customers don't want to converse with bots—they want their issues resolved swiftly and accurately. This year's focus on smarter, more efficient AI-driven tools that prioritize resolution over conversation could revolutionize customer service, reducing friction and improving satisfaction.
What are the biggest challenges facing eCommerce retailers heading into Q4 and peak season?
I think eCommerce retailers are heading into this last quarter with the weight of rising costs across the supply chain heavy on their shoulders. Inflation, coupled with increased wage and energy expenses, is squeezing margins. Additionally, the surge in regulations adds complexity and financial strain. Brands must become more cost-savvy, finding innovative ways to maintain profitability while delivering value to customers. Strategic planning, efficient resource allocation, and adopting cost-effective technologies will be crucial to staying competitive this peak.
What is most exciting to you about the eCommerce and digital marketing industry right now?
Despite rising costs, the eCommerce landscape is ripe for disruption, making this an exciting time in the industry. With new, easily adoptable AI technologies and the most efficient logistics networks ever, there's a unique opportunity for innovative startups to challenge established players. These advancements are paving the way for agile businesses to capture market share by offering superior customer experiences and streamlined operations. The potential for growth and innovation in this space is enormous, as companies leverage these tools to meet evolving consumer demands.
Why is it important to bring the industry together at events like eCommerce Expo and Technology for Marketing?
I feel strongly that industry events like eCommerce Expo and Technology for Marketing are crucial in such a changeful commercial landscape. Everyone is facing similar challenges, and ignoring this reality is counterproductive. Bringing the industry together fosters knowledge-sharing, skill enhancement, and the exchange of ideas, which are essential for overcoming obstacles. By learning from each other’s experiences, businesses can collectively elevate their strategies and performance. These events create a collaborative atmosphere where the entire industry can grow stronger, benefiting all participants and driving overall market progress.
What’s the best piece of advice you would give to new people joining the industry?
My best advice for newcomers is to experiment quickly. Unlike B2B sectors with lengthy lead times and complex purchase processes, eCommerce thrives on speed. The fast-paced nature of consumer markets allows for rapid testing, iteration, and adaptation. Don’t be afraid to try new ideas, learn from what works, and discard what doesn’t. This agile approach will enable you to stay ahead of trends, meet customer needs more effectively, and succeed in a highly competitive industry. Embrace the dynamic environment, and be ready to pivot when necessary.
Meet the Gnatta team on Stand J70:
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