This interview is with Eugene Mischenko, President at E-Commerce & Digital Marketing Association.

Eugene Mischenko, President, E-Commerce & Digital Marketing Association

Could you please tell us a little about yourself and your journey to becoming a leader in the ecommerce space?

I’ve always been drawn to building things that didn’t exist before. In the early 2000s, long before digital marketplaces became the norm, I launched one of the first B2B online marketplaces, connecting businesses in a way that was unheard of at the time. E-commerce wasn’t an industry yet—it was an experiment. We had no playbook, just a vision of what was possible. That same drive led me to launch a mobile-marketing agency for an investor, at a time when mobile advertising had no clear framework.

Companies were still debating digital marketing’s potential, while we were already developing CRM systems, launching online education services, and building digital-advertising models from scratch. There were no benchmarks—every step required inventing solutions in real time. From there, I focused on scaling digital transformation. At Sportmaster, I led one of its first large-scale digital integrations, turning a traditional retailer into an omnichannel operation.

At L’Occitane en Provence, I drove e-commerce growth, proving that digital sales could be a major revenue driver for luxury brands. At Sanofi, I built a multichannel marketing ecosystem, introducing automation and AI-driven engagement before most in healthcare even considered it. At METRO Cash & Carry, I led an e-commerce expansion generating $500 million annually, setting new industry benchmarks for retail digitalization. But my career has never been just about business results—it’s about shaping the industry itself.

That’s why I founded the E-Commerce & Digital Marketing Association (ECDMA), now a 500+ member network driving collaboration and industry standards. I also launched the ECDMA Global Awards, recognizing innovators in e-commerce and digital marketing. Right now, my focus is disrupting the Armenian market and pushing it toward global competitiveness. Through Armenia Digital Awards, I spotlight and accelerate the country’s digital innovations, helping businesses adopt new technologies and raise industry standards.

As a Senior Lecturer at Russian-Armenian University, I mentor future marketing leaders, ensuring they’re equipped with both strategy and real-world skills. For me, leadership isn’t about following trends—it’s about creating them. Whether launching a marketplace before e-commerce existed, integrating AI into marketing before the industry caught on, or defining best practices before they were standard, my focus remains the same: build what’s next, not just optimize what exists.

What key experiences or insights have shaped your approach to leading ecommerce transformations?

The biggest challenge in digital transformation isn’t technology—it’s people. No matter how advanced a system is, if the people behind it don’t support it, it won’t work. I’ve seen this firsthand in every major transformation I’ve led. Resistance to change is natural, especially when innovation is seen as a threat. And in e-commerce, that fear often comes from a simple assumption: “If everything goes digital, I’ll lose my job.”

Early in my career, I encountered strong opposition to digitalization. Teams didn’t just resist new tools—they fought against them. I’ve worked with people who genuinely believed that e-commerce meant layoffs, that automation would replace them, and that digitalization was designed to eliminate their roles. When fear sets in, logic doesn’t matter. No matter how well-planned a transformation is, if people think it’s a threat, they’ll block it at every step.

The turning point always comes when you stop pushing technology and start teaching people how it benefits them. Digital tools aren’t enemies—they’re force multipliers. They take over routine work, improve analytics, and provide new opportunities to grow—not shrink—the business. When people understand that automation isn’t about replacing them but about making their work more strategic, they stop resisting and start supporting the change.

But this shift doesn’t happen overnight. You have to explain, prove, and involve people in the process. I’ve learned that one of the most critical roles of a leader in e-commerce isn’t just driving strategy—it’s being a communicator, a teacher, and sometimes even a negotiator. You have to show teams how digital tools eliminate the tedious parts of their jobs, make decision-making smarter, and—most importantly—help the business earn more. When people see that success in a digital business means more opportunities, not fewer, that’s when they stop resisting and start leading the transformation with you.

This is a lesson I bring into every market I work with, including Armenia. The key to real digital transformation isn’t just implementing new systems—it’s building a culture where people see technology as an ally, not a replacement. If you don’t have that buy-in, you’ll fail. If you do, you can create something that doesn’t just work but keeps evolving and growing long after the initial transformation is complete.

Many businesses struggle to balance quick wins with long-term vision. Can you share an example of a time you successfully navigated this challenge in an ecommerce transformation, and what advice would you give others facing similar situations?

The biggest shift in strategic planning over the past few years is that long-term vision is still necessary, but long-term execution plans are becoming useless. The market moves too fast. In 2020, only a handful of companies could realistically incorporate AI into their strategy the way we do now. Today, AI is everywhere. The same thing will happen with the next wave of technology—we can set strategic goals for five years ahead, but we can’t pretend to know exactly how we’ll get there.

This is where many businesses get stuck. They either invest in technologies too early, risking obsolescence before implementation, or they focus so much on short-term wins that they lack direction. The balance comes from targeting a future state while keeping tactical-execution cycles shorter and more adaptable. Instead of rigid five-year technology roadmaps, companies should plan for short, measurable steps, focusing on low-hanging fruit that moves them in the right direction.

A practical example of this was during an e-commerce expansion I led, where the temptation was to invest heavily in long-term infrastructure immediately. Instead, we focused on incremental, high-impact improvements—streamlining logistics, improving search algorithms, and optimizing customer acquisition. Each step delivered real value while keeping the long-term vision flexible. The key takeaway? Set your long-term goal, but don’t lock yourself into how you’ll get there.

Technology and consumer behavior change too fast for rigid plans. Instead, make smaller, tactical moves that create immediate impact while keeping you adaptable. That’s what separates companies that evolve successfully from those that get stuck chasing an outdated vision.

What are some of the biggest misconceptions businesses have about ecommerce transformation, and how can they overcome them?

There are two extreme misconceptions about e-commerce: "It's too hard" and "It's too easy." Both are wrong, and both can kill a business. Some companies still think e-commerce is too complex, expensive, or risky to even attempt. They assume it requires massive investments, advanced technology, and an army of experts to make it work. The truth is, starting isn't the hard part—scaling profitably is. You don't need a perfect system from day one, but you do need to start somewhere.

The real challenge isn't the technology—it's understanding how to operate e-commerce as a core part of the business, not just an experiment. On the other side, there's the outdated idea that e-commerce is simple—just launch a website, list products, and sales will come. Maybe that worked in 2010. Now? If you don't invest in marketing, if you don't optimize your funnel, if you don't continuously improve the experience, you're invisible. Just having an online store means nothing if customers never find it.

The biggest shift businesses need to make is understanding that e-commerce isn't an "extra" channel—it’s the foundation of modern business. Customers are omnichannel now. They don't differentiate between online and offline shopping, so if you're not available where they are, you're handing your market share to competitors. The companies that succeed are the ones that stop thinking of e-commerce as a "department" and start treating it as an integrated part of how they sell, serve customers, and grow.

The solution? Accept that e-commerce is neither impossibly difficult nor effortlessly easy—it's a must-have, and it requires continuous effort. Businesses that wait, hesitate, or underestimate it will simply lose to those who evolve faster.

You've spoken before about the importance of data-driven decision-making. Can you share a specific example of how you've used data to drive a successful ecommerce initiative?

In consulting projects, I often see companies talking about the data-driven approach while, in reality, they are just collecting data for the sake of it, without a clear strategy. They invest in complex systems, gather endless amounts of information, and assume that having more data will automatically lead to better decisions. But without a clear data strategy, they are just burning time and money.

The first step in any transformation should be simple: define why you are collecting data and how each piece of information will be used. Data must have a purpose—otherwise, it's just noise. Many companies struggle because they don’t start with the basics. Before diving into predictive analytics or AI, the first priority should be operational reporting—ensuring that every team member has access to the same, reliable information.

I've seen cases where, if you ask different departments for the same key metric, you’ll get completely different answers. How can a company make informed decisions when there's no single source of truth? If finance calculates revenue differently than marketing, or customer service tracks retention one way while sales does it another, then any data-driven approach is built on a broken foundation. Once operational reporting is standardized, the next critical step is building a single customer profile. Without it, businesses end up making wrong decisions based on fragmented and inconsistent data.

They run loyalty programs without understanding customer behavior, launch advertising campaigns targeting the wrong segments, and personalize experiences using incomplete information. This is where many e-commerce initiatives fail—not because of bad technology but because the data guiding decisions is unreliable or disconnected. Data should simplify decision-making, not complicate it.

That's why my approach is always step-by-step: start with operational consistency, create a unified view of the customer, and only then move to advanced analytics. Companies that skip these steps often find themselves drowning in information while still making the wrong calls.

The world of ecommerce is constantly evolving. How do you stay ahead of the curve and ensure your strategies remain relevant and effective?

The biggest mistake any business leader can make is assuming they already know enough. Ecom moves too fast for static strategies—what worked yesterday might be outdated tomorrow. That's why my approach is built on constant adaptation, rapid testing, and staying deeply engaged with both technology and consumer behavior. Many believe staying ahead means just following trends, but trends alone don't guarantee success.

You have to understand which shifts are truly transformative and which are just short-term hype. AI is a great example—five years ago, most companies weren't planning for AI in e-commerce. Now, it's redefining customer engagement, personalization, and automation. The same thing will happen with the next wave of innovation. A big part of this comes from practical testing. I never rely on theories alone—every idea, tool, or approach needs to be proven in real-world scenarios.

Whether it's optimizing conversion rates, streamlining operations, or integrating new technologies, I make sure that decisions are based on actual impact, not assumptions. One of my valuable sources of insight comes from actively participating in and judging some of the industry's most important awards, including Stevie, Globee, Brilliance Awards, Shorty Awards, Modern Work Award, Summit Awards, and Global Agency Award.

Reviewing and evaluating best companies worldwide gives me a front-row seat to groundbreaking innovations, emerging trends, and best practices. But I don't just observe—I also compete and win. My work has been recognized with the TITAN Business Awards (Visionary of the Year), Noble Business Awards (Outstanding Achievement in Leadership), and Global Game Changer by Passion Vista.

Finally, I stay ahead by mentoring and educating others. At Russian-Armenian University and through industry initiatives like Armenia Digital Awards, I'm constantly engaging with the next generation of professionals, discussing emerging trends, and challenging my own thinking. Teaching forces you to stay sharp, question assumptions, and see new perspectives.

Ultimately, the key isn't to predict every change—it's to build an approach that allows you to react, adapt, and take advantage of shifts faster than the competition. In e-commerce, survival isn't about knowing what's next—it's about being ready to move when the opportunity comes.

What advice would you give to aspiring leaders who are looking to make their mark in the ecommerce industry?

The biggest mistake you can make is being afraid to make mistakes. E-commerce isn’t a predictable, structured industry where everything follows a clear set of rules. It’s constantly evolving, and if you wait for the “perfect” moment or the “right” strategy, you’ll already be behind. The reality is, you will get things wrong. You’ll launch campaigns that don’t perform, invest in tools that don’t scale, or enter markets that don’t respond as expected. And that’s completely fine—as long as you fail fast, learn quickly, and adjust immediately.

The leaders who succeed in e-commerce aren’t the ones who avoid mistakes; they’re the ones who turn every misstep into a lesson and move forward stronger. One mistake I made early on—and one I see many professionals repeat—is being too overwhelmed by day-to-day work and neglecting industry engagement. For a long time, I didn’t prioritize networking, participating in industry events, or applying for awards. I saw these things as “extras” rather than essential parts of professional growth. But the reality is, self-development, visibility, and industry connections are as important as your operational success.

The best opportunities don’t always come from what you’re working on internally—they come from conversations, collaborations, and insights shared with other professionals who are solving the same challenges. That’s why today, I make sure to stay engaged with global industry events, participate in competitions, and be part of the conversations shaping the future of e-commerce. I also encourage professionals to get involved in platforms like ECDMA Global Awards, where companies and experts from around the world showcase their best work, exchange ideas, and gain industry recognition.

Whether you’re an experienced leader or just starting in e-commerce, being part of these conversations gives you access to new perspectives, trends, and opportunities that can drive real growth. So my advice? Make mistakes, but make them fast and learn from them. Stay connected, participate in the industry, and recognize that your growth as a professional is just as important as the success of your business. The e-commerce leaders who shape the future aren’t just the ones who work the hardest—they’re the ones who learn, adapt, and engage with the world beyond their own company.

Looking ahead, what are the most exciting trends or developments in ecommerce that you're most looking forward to, and why?

What excites me most is how customer interactions are evolving. The way people shop is changing rapidly, and I believe we’re on the verge of a major shift in communication interfaces. Maybe it will be the metaverse, maybe a full-cycle purchasing experience within chatbots, or something entirely new. What’s clear is that e-commerce will move beyond traditional websites and apps into more seamless, interactive, and personalized experiences.

Another major shift is the growing power of manufacturers in e-commerce. Marketplaces and D2C (direct-to-consumer) channels are enabling brands to sell directly, reducing dependence on traditional retailers. Modern technology is making middlemen unnecessary—AI-driven logistics, automated customer service, and data-driven personalization allow manufacturers to reach customers without intermediaries. This shift will reshape the retail landscape, forcing traditional retailers to rethink their role and how they add value.

At the same time, C2C (consumer-to-consumer) commerce is expanding rapidly. Platforms that enable individuals to buy and sell directly—whether through secondhand marketplaces, social commerce, or decentralized networks—are growing in popularity. Consumers now have the tools to become sellers themselves, and businesses need to adapt to this trend rather than compete with it.

The next big transformation in e-commerce isn’t just about new technology—it’s about who controls the transaction. Whether it’s brands selling directly, consumers selling to each other, or AI-driven experiences replacing traditional interfaces, the companies that succeed will be the ones that embrace these shifts rather than resist them.

What is the most valuable piece of advice you've received throughout your career that has helped you succeed in the dynamic world of ecommerce?

Two pieces of advice have stuck with me and shaped how I approach challenges in e-commerce. The first is "Take it easy." In an industry that moves at an insane pace, it’s easy to get caught up in urgency, pressure, and the constant need to be ahead. But stressing over every obstacle doesn’t make you faster—it just makes decision-making harder. I’ve learned that staying calm, focused, and adaptable is far more effective than rushing to react.

No transformation happens overnight, and even the most innovative ideas need time to scale. The second is "Don’t be afraid of authority." Early in my career, I, like many, assumed that decisions were always made at the top and that challenging them wasn’t my place. But I quickly realized that real leadership isn’t about titles or hierarchy—it’s about expertise, vision, and the ability to push things forward. Some of the best strategic moves I’ve made came from questioning the status quo and challenging traditional ways of thinking. E-commerce is an industry where bold ideas win, not just rank or experience.

The combination of these two lessons—staying calm under pressure and not hesitating to challenge authority when necessary—has helped me navigate even the most unpredictable shifts in the industry. If you want to succeed in e-commerce, you have to be confident in your expertise, willing to take risks, and flexible enough to adjust when things don’t go as planned.

Thanks for sharing your knowledge and expertise. Is there anything else you'd like to add?

E-commerce is more than just technology and sales—it's a constantly evolving industry where connections, shared experiences, and collaboration play a huge role. That's why I always encourage professionals not to stay isolated within their own companies, but to engage with the broader industry, exchange ideas, and stay ahead together.

For those looking to be part of a global community of e-commerce and digital marketing professionals, I invite you to join ECDMA. It's a space where experts, business leaders, and innovators come together to discuss trends, share insights, and create new opportunities. And for those who want to showcase their achievements and gain international recognition, I encourage you to participate in the ECDMA Global Awards. It's not just about competition—it's about being seen, learning from the best, and contributing to the future of digital commerce.

The industry is changing fast, and the best way to stay ahead is to stay connected.