Retailers often chase simplicity, hoping that stripping out complexity will make operations leaner and easier to manage. But what if that pursuit of simplicity actually makes you weaker? In this episode, Oliver Banks explores why complexity — when managed well — can become one of the most powerful sources of competitive advantage. From omnichannel experiences to personalisation, expert service and innovation, discover how embracing complexity can help you stand out, build resilience, and make your business harder to copy.

Listen to this episode and:

• Understand the difference between good complexity and bad complexity.
• Discover how complexity acts as a moat that competitors can’t easily replicate.
• Learn how to manage and orchestrate complexity through operating model design and capability building.
• Explore why leaning into the “hard stuff” may be your best path to long-term competitive advantage.

Show notes at www.obandco.uk/341.

What does it take to lead with both empathy and impact in today’s fast-moving retail environment? In this episode, we're joined by Tracey Clements—an experienced and values-driven leader who has held senior roles at Tesco, One Stop, Boots, and BP, and who also wrote the foreword to Oliver's book, Driving Retail Transformation. Listen as Tracey explores the concept of conscious leadership - what it means, why it matters, and how to bring it to life under real-world pressure. From balancing personal values with corporate culture, to developing "empathy with edge," Tracey shares a thoughtful, practical perspective on leadership that’s grounded in both self-awareness and commercial acumen.

Listen to this episode to discover:

• What it means to lead consciously—and how to stay true to your values in high-pressure environments.
• Why empathy is a critical transformation skill—and how to apply it to communication, conflict, and change.
• The concept of “empathy with edge”—how to balance compassion with clarity and challenge.
• How to evolve your leadership style over time through reflection, feedback, and influence.

The show notes are at www.obandco.uk/340.

In retail, we’ve always tried to predict what’s coming next—what customers will want, where demand will shift, how operations should flex. But now, with AI advancing rapidly, a new question emerges: can AI actually help us predict the future—and should it? In this episode, we explore how and where AI can support forecasting and foresight, and where its limits lie. From short-term stock planning to long-term strategic bets, we’ll unpack the tension between the need for control and the reality of uncertainty - and why successful transformation requires blending of artificial intelligence with human judgment and instinct.

Listen to this episode to hear:

• Why retailers need to predict the future over short, mid, and long-term time horizons.
• How AI can enhance decision-making and the limitations to watch out for.
• Where AI fits best in forecasting the future, and why human skills are still vital.

The show notes are at www.obandco.uk/339.