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eCommerce has lost sight of the people at its heart—the customer. After working with the world’s biggest retailers for 15 years, David Mannheim (author of The Person in Personalisation, founder of Made With Intent) wants to change this. Through solo shows and guest conversations, you’ll hear eCommerce leaders share how they intend to break the status quo gripping online retail. The lack of care. The short-sightedness. The sea of sameness. Each 20-minute episode centres on the sharing of a st ...
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Season 2 Trailer | Statements of Intent Podcast
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Season 2 of the Statements of Intent Podcast brings bigger guests, more drones, and hilarious bloopers. The host, David Mannheim, will be travelling around the UK to visit senior eCommerce leaders to talk with them about how we might change the perspective of eCommerce for the better. How we measure and treat our customers. How we optimise their ex…
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20 | What’s Wrong With eCommerce: Season 1 Recap with David Mannheim
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It’s the end of Season 1 already?! Well, if you happened to miss any episodes, or just didn’t have the time to watch them all, you’re in luck. In this episode, host David Mannheim reflects on the key lessons and insights gained from the first season of the Statements of Intent podcast. He discusses the common themes that emerged across his conversa…
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19 | Why Website Optimisation Fails with David Mannheim
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In this episode, David Mannheim, founder of Made With Intent, advocates for a shift away from optimising for conversion metrics and page templates. Towards truly understanding and catering to each buyer's individual journey and mindset - what he calls "stages, not pages." Topics Covered: Reasons why retailers tend think in pages not stages Why reta…
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18 | You Wouldn’t Treat Your Friends That Way: Customer Experience with Jonny Longden
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In this episode of Statements of Intent, host David Mannheim talks to Johnny Longden, Group Digital Director at Boohoo, about the pressures faced by eCommerce companies and how a myopic focus on metrics can undermine the customer experience. They discuss the need to balance short-term business goals with long-term customer needs and nurturing loyal…
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17 | Personalisation Is Nothing Without Relevance According to Tim Ryan
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In this episode, David Mannheim chats to Tim Ryan, Director of Digital at Seasalt, about his thoughts on how eCommerce has evolved over the past 15 years - both the good and the bad. He emphasises the importance of driving relevance over pure personalisation and making online shopping experiences as frictionless as possible for customers. Tim has o…
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16 | Why treating customers as numbers can damage brand with Martin Sheerin
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In this episode, David Mannheim sits down with Martin Sheerin, Director of Digital Product at N Brown Group. Martin explains how brands will gain more reward by prioritising decisions based on customer needs rather than lagging metrics like conversion. After working for brands like Moneysupermarket, The Co-operative Bank, and Phones4u, Martin has o…
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15 | How to Keep Your Brand Relevant with Matthew Gratze
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In this episode, David is joined by Matthew Gratze, Director of Customer at Signet Jewellers. Matthew shares his perspective on the importance of being relevant to each customer's unique shopping journey and how to deliver personalised, contextual experiences. Matthew holds experience across several sectors from baby & child to jewellery. His leade…
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14 | What Online Retailers Can Learn From Physical Retailers with Richard Chapple
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In this episode, host David Mannheim talks to Richard Chappell, Chief Growth Officer & Co-founder of The Growth Foundation, about the importance of replicating the in-store experience online. They discuss Richard's career journey from working on the shop floor to becoming a retail consultant, and why brands need to "walk the store" digitally to bet…
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13 | How eCommerce Neglects 40% of Society with Janis Thomas
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In this episode, host David Mannheim sits down with Janis Thomas, Managing Director of Look Fabulous Forever. Janis has 25 years experience in delivering multi-million pound marketing and eCommerce projects in high-growth businesses. She has grown diverse brands from The Times Educational Supplement to Playboy. Janis discusses how eCommerce often n…
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12 | Why Personalisation Requires More Than Surfacing Content with Tom Bailey
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This week on Statements of Intent, we dive into how personalisation is really about supporting customers' desired intent. Our guest Tom Bailey, VP Product Analytics at Made With Intent, shares his perspective on moving beyond surface-level targeting to truly understand each individual's needs. Tom is an expert when it comes to data and isn’t afraid…
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Episode 11 | "Put Yourself In The Customer's Shoes" - Cameron Goldie | Statements of Intent Podcast
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In this episode, host David Mannheim sits down with Cameron Goldie, Head of eCommerce at Grenade. Cameron has 8 years experience of driving profitable acquisition growth and retention strategies across the UK, Switzerland, and the US. His expertise in leveraging technology to build sustainable infrastructures and his people-first approach have sign…
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Episode 10 | "Reinvent Customer Journeys and Metrics" - Sienne Veit | Statements of Intent Podcast
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In this episode, David Mannheim sits down with Sienne Veit, Founder & Chief Product Officer at Invisible Stuff. Through 20 years in global and UK retail and technology sectors, Sienne has helped notable brands grow like Kingfisher, John Lewis & Partners, M&S, Morrisons, Samsung, and Sony. Constantly utilising new tech, she is passionate about custo…
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Episode 9 | "Progress Over Perfection" - Nik Fletcher | Statements of Intent Podcast
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In this week's episode, we chat with Nik Fletcher, Head of Digital Experience at Rapha, about the importance of progress over perfection in eCommerce. We discuss why brands fail to authentically connect with shoppers, and how to rebuild trust by embracing vulnerability. Topics Covered: The passion gap between eCommerce practitioners and customers S…
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Episode 8 | "Don't Be Short-Term Focused" - Sean Ellis | Statements of Intent Podcast
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In this episode of Statements of Intent, host David Mannheim talks to Sean Ellis, author of 'Hacking Growth' and founder of Qualaroo and Growth Hackers, about improving long-term growth in eCommerce. They discuss the importance of customer satisfaction and delivering value to ensure sustainable growth, the necessity of setting the right objectives,…
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Episode 7 | "Move From Customer Service to Customer Care" - Martin Newman | Statements of Intent Podcast
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In this episode, host David Mannheim chats with Martin Newman, one of the world's leading authorities on customer centricity, about bringing more empathy and care to customer interactions in eCommerce. Martin is the Founder of The Customer First Group and has worked with brands like Burberry, Ted Baker, Intersport, and Harrods. He also scaled and s…
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Episode 6 | "No Purpose Left Behind." - Paul Prior | Statements of Intent Podcast
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In this episode, Host, David Mannheim, chats with Paul Prior, Head of Digital at Three, about bringing humanity back to the world of eCommerce. Topics Covered: Paul's guiding principle of "No Purpose Left Behind" Why eCommerce focuses too much on technology over people The role of courage and bravery in eCommerce Practical ways to focus on each cus…
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Episode 5 | "Cultivate Connection And Shared Moments" - Thibaut Pugin | Statements of Intent Podcast
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In this episode of Statements of Intent, host David Mannheim speaks with Thibaut Pugin, VP of Software Engineering at Gousto, about cultivating human connection and shared moments in eCommerce. Topics Covered: The challenge of balancing data and human connections in business Creating shared experiences and a sense of community Catering to diverse i…
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Episode 4 | "Losing Purpose As You Scale" - Chris Sheard | Statements of Intent Podcast
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In this episode, host David Mannheim chats with Chris Sheard, eCommerce Director at Castore, about the challenge of maintaining your company's purpose and values as you rapidly scale and grow. Focusing too much on cost efficiencies and revenue growth can slowly erode the customer intimacy and care that attracted people to your brand in the first pl…
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Episode 3 | "It's All About Context" - Matthew Lawson | Statements of Intent Podcast
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Host David Mannheim chats with Guest Matthew Lawson, Chief Digitial Officer at Ribble Cycles. With over 20 years in eCommerce, Matthew shares his insights on the industry's evolution from capability to efficiency, the tension between short-term and long-term goals, and why the context of wider business objectives and market conditions should inform…
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Episode 2 | "Put People Before Process" - Ed Deason | Statements of Intent Podcast
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“Put People Before Process” In this episode, former head of customer experience Ed Deason shares his perspective on how businesses lose sight of customer needs amidst internal processes and efficiency drives. He recounts real-life examples of companies prioritising procedure over empathy—and one that gets it right. The key takeaway? Put people befo…
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Episode 1 | The Person In Personalisation | Statements of Intent Podcast
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In this debut solo episode, host David Mannheim lays out the premise and purpose behind the "Statements of Intent" podcast and shares his own statement of intent. Topics Covered: David’s statement of intent: "We've lost the person in personalisation." Why David started this podcast and who it's for - a place for eCommerce professionals to share the…
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Season 1 Trailer | Statements of Intent Podcast
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Welcome to the Statements of Intent podcast, the show that's dedicated to breaking the status quo gripping eCommerce.By David Mannheim
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