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Episode 11

Creating A Culture Of Continuous Transformation

Featuring: Elizabeth Elliott, Columbus Consulting

Testing, learning and pivoting haven’t necessarily been retailers’ strong points. Right before COVID-19 hit, many businesses were still struggling with legacy infrastructures and disjointed processes. These legacy qualities inhibited them from responding swiftly to new consumer behaviors and competitive forces. That is why Elizabeth Elliott, who is a managing partner at Columbus Consulting, believes that retailers shouldn’t rush to return to the status-quo. Instead, they should strive for continuous transformation, and adopt new ways of communicated and collaborating that have emerged as new realities as a result of the pandemic.

During this episode, Elizabeth and host Alicia Esposito dig into:

  • Top-of-mind trends and challenges for Columbus Consulting clients;
  • The “seven edicts of transformation”;
  • How retailers most pivot the way they engage and empower employees internally; and
  • The new rules of customer communication, transparency and value creation.


  • Learn more about Columbus Consulting
  • Access new consumer research regarding COVID-19
  • Visit the COVID-19 crisis management page for more resources



Retail Remix

The rules of retail are constantly changing. Today, we're in an exciting new era where brands can differentiate through experience and use technology to connect with customers in new and exciting ways. Retail Remix is a new podcast series brought to you by Retail TouchPoints, the industry's leading source for news, insights and research for all things customer experience. Bi-monthly, we sit down with someone who is helping put a new spin on the retail experience. Hear from the top practitioners, analysts and innovators in retail, and see what new engagement opportunities await.

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