In this episode, Vikram Saxena sits down with Mark Kelly, Managing Director at SportsBreaks, to unpack the evolution of customer expectations, digital adoption in traditional sectors, and the challenges of managing eCommerce across industries like sports, fashion, and travel.
Mark shares practical lessons on building customer loyalty, working with development teams, and navigating seasonal spikes in demand—plus his thoughts on why A/B testing, CRO tactics, and incremental change are key to digital success.
From the emotional nature of fashion retail to the operational pressure of sports travel, this episode is a masterclass in applying customer-centric strategies across verticals.
What you’ll learn:
• How customer behavior varies across industries
• The importance of emotional intelligence in managing dev teams
• Why digital adoption is essential for legacy businesses
• How to use A/B testing and CRO for quick wins
• Lessons in building loyalty without traditional loyalty programs
• How AI is shaping the future of digital commerce
• Why "getting stuff done" beats waiting for perfection
🎙️ Hosted by Vikram Saxena, Founder & CEO of BetterCommerce
Like what you hear? Follow The eCommerce Practitioners Podcast for real-world insights from digital leaders redefining how commerce works.
#eCommerce #CustomerExperience #DigitalMarketing #DigitalAdoption #DigitalTransformation #CRO #AIinBusiness #SportsMarketing #FashionRetail #B2BeCommerce #BetterCommerce