The first in a new mini-series producing in partnership with World Bank Group. 

In this follow-up to our previous episode on driving intelligent outcomes, Lisandro Martin sits down with Professor Dennis Campbell of Harvard Business School for a deep and thought-provoking conversation. Together, they explore why focusing on outcomes—not just processes—can inspire organizations to think bigger, collaborate more effectively, and embrace entrepreneurial approaches.

The discussion uncovers how AI is revolutionising results measurement, redefining outputs and outcomes, and enabling faster, more adaptive decision-making. From the concept of “perpetual beta” to breaking down bureaucratic complexity into bite-sized solutions, this episode offers practical insights for leaders navigating a rapidly changing world.

Show 277 - Outcomes Reflex: Transforming Measurement and Culture for Better Outcomes with Professor Dennis Campbell

“The last thing in the world I was expecting was the guy that was coming to see about solar panels was going to [...] get me help that I probably wouldn't have asked for”. 

This is the story of Angela Bentley, and how a solar survey led to life-changing support thanks to Octopus Energy's dedicated team of social workers. 

Sit down with Russell Goldsmith, Katie Orme, Abbie Juffs, and Angela, and hear how one engineer opened up a world of support to a customer in need. 

When asked how her life has changed, Angela replies: "I'm visible".


Ep25: Seen, Not Just Supplied - The Octopus Energy Social Workers

Recorded live from NRF Retail’s Big Show in New York and produced in partnership with Kyndryl, we bring together senior retail and technology leaders to explore how AI is reshaping the modern retail enterprise. Featuring insights from:

1/ Rachel Calhoun, Global VP - Retail, Consumer & Airlines, Kyndryl
2/ Jayson Tipp, Chief Development Officer, Playa Bowls
3/ Ashley Kechter, Global President, Vuori
4/ Matt Ezyk, Head of Ecommerce Technology, Hanna Andersson
5/ Julie Bornstein, Founder and CEO, Daydream 
6/ Naresh Krisnamurthy, Senior Manager, Business Transformation, KAO UK

The discussion spans agentic AI, legacy system transformation, omnichannel growth, AI-ready infrastructure, peak trading execution and the realities of scaling retail technology. 

This episode provides a practical, executive-level look at how retailers are moving beyond pilots to deliver real business outcomes with AI.


Show 278 - Inside NRF Pt. 1/3: How Retail Leaders Are Turning AI Ambition into Action

Recorded live from NRF Retail’s Big Show in New York and produced in partnership with Kyndryl, we bring together senior retail and technology leaders to explore what it really takes to operationalise AI in retail. Featuring insights from:

1/ Rachel Calhoun, Global VP - Retail, Consumer & Airlines, Kyndryl
2/ Glenn Allison, VP, Enterprise AI Platforms and AI Solution Engineering, Tractor Supply Company	
3/ Rachel Dalton, Head of Retailer Insights, Americas, Kantar	
4/ Matthew Jacoby, Executive Director, Enterprise Strategic Analytics and Data Science, RaceTrac	
5/ Amy Carr, CMO, Thirdlove
6/ Jason Johnson, Chief Information Officer, Sweetwater Sound	

The discussion covers scaling AI across operations, empowering frontline teams, redefining loyalty, and preparing for agentic commerce.

This episode provides a practical look at how retail leaders are turning AI hype into measurable business value — today and into 2026.

Show 279 - Inside NRF Pt. 2/3: Scaling AI and Resilience in Modern Retail

Recorded live from NRF Retail’s Big Show in New York and produced in partnership with Kyndryl, this final episode of our three specials from the conference brings together retail, technology and payments leaders to explore how the industry is being reshaped — from AI foundations to human connection.

Featuring insights from:

1/ Rachel Calhoun, Global VP - Retail, Consumer & Airlines, Kyndryl
2/ Mike Wier, VP, CVS Store Brands, CVS Health
3/ Nadine Graham, SVP, GM Ecommerce, Sephora
4/ John Khoury, CTO, Strandbags
5/ Shannon DeVito, Senior Director, Books, Barnes & Noble Inc. 
6/ Dan Coates, Director, Product Management, ACI Worldwide


The discussion covers how retailers can balance innovation and authenticity as they prepare for the next decade of intelligent commerce.

Show 280 - Inside NRF Pt. 3/3: Retail’s Next Decade: AI, Trust, Community and the New Rules of Commerce

Recorded live at ICE Barcelona in partnership with Sumsub and their 'What The Fraud? podcast', this is the first of two special episodes of the c-suite podcast where we examine the growing threat of unlicensed operators, AI-enabled fraud and the evolving role of regulation in protecting players and market integrity.
 
Kris Galloway, iGaming Product Evangelist at Sumsub, took over hosting duties and he was joined by:
 
1/ Olabimpe Akingba, Head of Responsible Gaming, pawaTech
2/ Ludovico Calvi, Honorary President, United Lotteries for Integrity in Sports
3/ Sarah Gardner, Deputy Chief Executive Officer, UK Gambling Commission
 
The conversation explores responsible gaming beyond box-ticking, the rise of industrialised fraud networks, underage exposure risks, and why collaboration between regulators, operators, technology providers and law enforcement is now critical.
 
A deep dive into how data, education and cross-border cooperation will define the future of safe, sustainable gaming markets.

Show 281: ICE Barcelona Part 1 of 2: AI, Illicit Operators and the Industrialisation of Fraud

Recorded live at ICE Barcelona in partnership with Sumsub and their 'What The Fraud? podcast', this is the second of two special episodes of the c-suite podcast where we examine the widening fraud landscape in global iGaming.
 
Kris Galloway, iGaming Product Evangelist at Sumsub, took over hosting duties and he was joined by:
 
1/ Daniel Xavier, COO, BetMGM Brazil
2/ Andrew Wright, Managing Director UK & Ireland, LeoVegas Group
3/ Adrianna Samuels, Vice President - Senior Client Partner | Gaming, Globant
4/ Torben Friis, Manging Director - Global Head of Distribution, Match Liquidity
 
 
Topics covered include the growing tension between player acquisition and fraud prevention, the challenge of unlicensed operators, Brazil’s evolving regulatory framework, and how fraud risk now influences investment decisions. From bonus abuse and multi-accounting to AI-driven threats and financial due diligence, this episode maps the shifting risk environment facing operators worldwide.

Show 282: ICE Barcelona Part 2 of 2: Fraud, Regulation and Market Expansion in Global iGaming

The second in our 'Beyond the Stage' series, where we speak to the individuals behind some of the biggest events and conferences in the world, whether that's in retail, payments, technology or fintech.
 
Graham Barrett is joined by Filip Rasovsky, Head of Event Production at MPE, Merchant Payments Ecosystem, taking place in Berlin from March 17-19.
 
MPE is one of the leading events of its kind when it comes to payment acceptance and is now the home of the global merchants payment community. The show attracts over 500 global merchants and brands from every major vertical.
 
As a media partner to MPE, we have secured a 10% discount code for our followers.  When registering for the event, be sure to use the code: c-suite10 to secure your 10% discount, which is valid until March 17 2026

Show 283: Beyond The Stage: Inside MPE - Building Europe's Merchant Payments Ecosystem

The third in our 'Beyond the Stage' series, where we speak to the individuals behind some of the biggest events and conferences in the world, whether that's in retail, payments, technology or fintech.

Graham Barrett is joined by Emma Banymandhub, Chief Operating Officer at the Payments Association, the team behind Pay360, taking place at London’s ExCeL, 25th - 26th March.
 
Pay360 is the UK’s largest event dedicated entirely to payments, attracting more than 6,000 professionals from regulators and banks to fintechs, card schemes and merchants.
 
Emma takes us behind the scenes of organising such a major industry event, sharing insights into its rapid growth, this year’s programme, and how her team creates an experience that keeps the payments community coming back year after year.

Show 284: Beyond The Stage: Bringing the Payments Industry Together at Pay360

the c-suite podcast covers topics such as Sustainability, Diversity, Employee Engagement, Financial Inclusion, HR, Innovation, Marketing Communications, Mental Health & Wellbeing and Social Mobility. 

Featuring senior executives discussing latest trends, campaigns and issues, sharing best practice case studies.  

If you'd like to get involved, please get in touch using the contact form at http://www.csuitepodcast.com

Show 278 - Inside NRF Pt. 1/3: How Retail Leaders Are Turning AI Ambition into Action

the c-suite podcast

Related tracks