OFFBounds Retail

Boll & Branch has built its competitive advantage on something many brands overlook: hospitality. In this conversation, Anna Esrov, VP of Customer Experience & Loyalty, shares how the luxury organic bedding brand turns listening into action, from real-time customer feedback that shapes product development to in-home “Room Service” styling that brings five-star hotel energy directly to customers. We explore how surprise and delight becomes part of the culture, how in-house service teams drive retention, and how AI is used to create efficiency without losing the human touch. This is a masterclass in building loyalty through experience, not just product.

In this episode of OFFBounds, Paula Macaggi sits down with Emily Ketchen, SVP and CMO of Lenovo’s Intelligent Devices Group and International Markets, to explore what it really takes to modernize marketing inside one of the world’s largest technology companies. From building global centers of excellence and putting insights and first-party data at the core of transformation, to leading what she calls a once-in-30-years opportunity to create the AI PC category, Emily shares how Lenovo is shaping the future of compute, brand, and storytelling across 180 markets. The conversation also dives into measuring real marketing impact, turning global partnerships like Formula One and FIFA into business value, and why curiosity, conviction, and simplicity are essential for leaders navigating constant disruption.

Paula Macaggi sits down in New York with Renée Federico, Head of Marketing at Primark US, to explore how one of Europe’s most iconic retail brands is accelerating its growth across America. From launching Primark’s first US brand campaign to building awareness in a store-led model, Renée shares how physical retail drives loyalty, how pop-ups and brand activations fuel customer acquisition, and why listening is the foundation of great marketing. The conversation also looks ahead to one of the most anticipated retail openings, Primark’s flagship store in Manhattan in 2026, and what it takes to scale a global value fashion brand in one of the world’s most competitive markets.

Paula Macaggi sits down with Ankur Goyal, SVP of Growth at Coterie, to explore how a premium, subscription-first brand can win in one of the most competitive and emotional consumer categories: baby care. They unpack how trust is built when product, brand, and customer experience work together, why messaging matters more than channels, and how Coterie balances performance marketing with long-term brand building. From controlling customer acquisition costs and prioritizing quality over quantity, to using service and personalization to drive retention, this conversation reveals what modern DTC growth really looks like and what comes next for the brand following its recent acquisition.

Ryan Holm, Divisional VP of Retail Innovation and Operations at Helzberg Diamonds, joins me in our New York studio to explore how a 111-year-old jewelry retailer bridges heritage with cutting-edge technology. We dive into the unique world of jewelry retail, where sales associates don't just close transactions—they start lifelong relationships with customers. Ryan shares the Christie Griffin story that changed his career trajectory, how AI-powered scheduling saved managers 66% of their time, the art of finding your store "innovators" for successful tech rollouts, and why treating solution providers as actual partners earned him Retail Partner Person of the Year. From managing change across 161 stores to knowing when technology helps versus when human connection is irreplaceable, this conversation is packed with honest insights for anyone leading retail innovation or bridging headquarters with frontline teams.