MICHAEL DOHERTY, PAYMENT EXPERT, EXACTLY.COM
Michael Doherty, Exactly.com
Michael Doherty discusses how Exactly.com supports e-commerce businesses with fair fees, fair treatment and human support. He highlights the challenges smaller merchants face compared with larger enterprises and explains how Exactly.com aims to address this imbalance by giving every merchant the expertise and support they need to grow, regardless of size.
The conversation also explores the role of AI in payments and retail, with Michael emphasising the value of combining automation with human support. He discusses the evolving regulation of buy now, pay later services and the potential implications for merchants, while also highlighting the importance of industry events in understanding emerging trends and customer needs.
VIVA AVASTHI, MANAGING DIRECTOR & EXECUTIVE DIRECTOR, HOMESCAPES
Viva Avasthi, Homescapes
Viva Avasthi discusses how Homescapes has grown from a family business supplying luxury hotels and department stores into a leading online homeware retailer. She highlights the importance of maintaining a strong human element in customer service, particularly as AI becomes increasingly integrated into e-commerce, while cautioning businesses against adopting new technology without considering its impact on customer experience and brand identity.
The conversation also explores Homescapes’ European expansion, the opportunities AI presents for new businesses and the importance of staying focused on business fundamentals. Viva emphasises the need for businesses and policymakers to support entrepreneurship, encourage innovation and give young people the confidence to use emerging technologies to create new opportunities.
KEVIN ADOM, HEAD OF GROWTH, DROOL
Kevin Adom, DROOL
Kevin Adom discusses how brands can rethink paid media in an increasingly AI-driven e-commerce landscape, highlighting the importance of understanding customers, developing targeted creative and moving beyond a one-size-fits-all approach. He explains how Drool uses AI across creative production, analytics and reporting, while emphasising that the technology should enrich human thinking and decision-making rather than replace it.
The conversation also explores the importance of human curation in the art industry, where understanding artists and customers remains central to Drool’s offering. Kevin discusses the risks of AI-generated art and the need to protect the brand’s mission of supporting real emerging artists. He also highlights the importance of building long-term brand value rather than relying heavily on discounts, with strong storytelling, purpose and customer relationships playing a key role in sustainable e-commerce growth
CHLOE THOMAS, HOST, E-COMMERCE MASTERPLAN PODCAST
Chloe Thomas, E-commerce MasterPlan Podcast
Chloe Thomas discusses when e-commerce businesses should seek external support and what makes a partnership valuable, emphasising the importance of finding suppliers and agencies that match a company’s size, needs and values. She also explores payment trends, arguing that businesses should focus less on industry hype and more on providing the payment methods their customers actually want to use.
The conversation also covers the role of AI in e-commerce, with Chloe highlighting the continued importance of human connection and brand identity while identifying areas where AI can improve efficiency and customer service. She stresses the importance of strong foundations for growth, including accurate tracking, reliable product data and understanding customers, while suggesting that businesses should focus less on transactional AI and more on ensuring their product information is ready for an increasingly AI-driven e-commerce landscape.
CALEB SLATER, MANAGING DIRECTOR, CARDS2CASH
Caleb Slater, Cards2Cash
Caleb Slater discusses the rapid growth of Cards2Cash over the past year, including a complete redesign of its website, infrastructure and checkout experience. He highlights the impact saved payment cards and bank transfers, as well as giving customers more flexibility to exchange unwanted gift cards for account credit.
The conversation also explores Caleb’s experience appearing on Dragons’ Den and how the feedback from the process influenced changes to the business, including referral schemes and new payment options. He also shares his approach to entrepreneurship, discussing his new Mexican restaurant venture and encouraging young people to pursue ideas they believe in and find ways to turn them into reality.
CLOSING SUMMARY
Across the episode, a common theme emerges: successful e-commerce depends on balancing new technology with strong customer relationships and solid business fundamentals. As AI reshapes payments, marketing and product discovery, businesses must continue focusing on trust, flexibility and delivering a customer experience that keeps the human element at its core.
