🎙️Episode 104: Navigating Global Retail Trends & Customer Behavior — A Conversation with Ghalia Boustani
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Episode Summary:
Can insights from across the Atlantic revolutionize your understanding of retail? Join us for a fascinating conversation with Paris-based retail expert Dr. Ghalia Boustani, as she shares her extensive knowledge on global retail trends and customer behavior.
Explore the delicate balance between technology and human interaction in customer service, learn from real-world examples of successful (and unsuccessful) tech integration, and gain perspectives on the differences between American and European retail practices. She also unveils the rise of sustainable consumption and makes the case for holistic metrics in measuring omnichannel success.
We talk about:
The interplay of technology and human touch in customer service
Key differences between U.S. and European retail mindsets
The growing importance of sustainable consumption
Why holistic ROI and “return on experience” metrics matter
About Ghalia Boustani:
Dr. Ghalia Boustani is a Paris-based retail strategist, consultant, and educator whose career spans academia, industry, and thought leadership. With over two decades of experience in the fashion and luxury sectors, she has advised leading global brands on designing immersive, ephemeral retail experiences that blend digital innovation with human-centered service. As the founder of her own consultancy, Ghalia has guided clients through transformative initiatives—ranging from pop-up concept launches to full omnichannel overhauls—helping them anticipate shifting consumer expectations and craft compelling in-store narratives. She is also an accomplished speaker and podcast host, regularly sharing her insights at international conferences and through media channels.
Holding a Ph.D. in Marketing and multiple advanced degrees in retail and consumer behavior, Dr. Boustani combines rigorous research with practical application. Her academic work—conducted at universities across Europe and the Middle East—explores the intersection of technology, sustainability, and customer psychology, earning her recognition as a leading authority on holistic retail metrics and experience design. Through published articles, guest lectures, and advisory roles, she continues to shape industry best practices, advocating for strategies that balance digital analytics with authentic human interaction.
Favorite Quote from Ghalia Boustani:
"We need to rethink how we integrate humanity back into our businesses. With the increasing use of technology, we are becoming so socially unsocial, and this lack of human interaction is affecting business dynamics. Retailers need to put a little bit of heart back into their processes, ensuring that human connections remain at the core of the customer experience, even in a digital world."
Follow Ghalia Boustani on LinkedIn:
https://fr.linkedin.com/in/ghaliaboustani
Continue the Conversation:
What struck you most about Ghalia’s global perspective? Drop your thoughts or questions below — we’d love to keep the discussion going!