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The Secrets to Sam's Club Success: Todd Garner Talks Innovation at NRF 2025 · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everyone.
• 0:01
  This
• 0:01
  is
• 0:01
  Omnitalk
• 0:01
  Retail.
• 0:02
  I'm
• 0:02
  Chris
• 0:02
  Walton.
• 0:02
  And
• 0:03
  I'm
• 0:03
  Anne
• 0:03
  Mazinga.
• 0:04
  And
• 0:04
  we
• 0:04
  are
• 0:04
  coming
• 0:04
  to
• 0:04
  you
• 0:05
  live
• 0:05
  from
• 0:05
  NRF
• 0:06
  2025
• 0:07
  from
• 0:07
  the
• 0:07
  fusion
• 0:07
  Group's
• 0:08
  podcast
• 0:09
  studio,
• 0:09
  which
• 0:09
  is
• 0:09
  located
• 0:10
  in
• 0:10
  booth
• 0:10
  4938.
• 0:12
  Come
• 0:12
  on
• 0:12
  in,
• 0:12
  say
• 0:13
  hi.
• 0:13
  Check
• 0:13
  out
• 0:13
  their
• 0:13
  cool
• 0:14
  tech.
• 0:14
  Come
• 0:14
  by,
• 0:14
  say
• 0:14
  hi
• 0:15
  to
• 0:15
  us.
• 0:15
  I'm
• 0:15
  sure
• 0:15
  Anne
• 0:16
  would
• 0:16
  love
• 0:16
  to
• 0:16
  see
• 0:16
  you.
• 0:16
  I
• 0:16
  would
• 0:16
  probably
• 0:17
  love
• 0:17
  to
• 0:17
  see
• 0:17
  you
• 0:17
  too.
• 0:18
  I.
• 0:18
  I
• 0:18
  would.
• 0:18
  Obviously,
• 0:19
  I
• 0:19
  always
• 0:20
  do.
• 0:20
  Chris,
• 0:20
  on
• 0:21
  the
• 0:21
  other
• 0:21
  hand,
• 0:21
  he
• 0:22
  might,
• 0:22
  he
• 0:22
  might
• 0:22
  give
• 0:22
  you
• 0:22
  the
• 0:23
  cold
• 0:23
  shoulder.
• 0:23
  No,
• 0:24
  I
• 0:24
  don't
• 0:24
  know.
• 0:24
  But
• 0:24
  you
• 0:24
  got
• 0:24
  to
• 0:25
  watch
• 0:25
  the
• 0:25
  animal.
• 0:25
  She's
• 0:25
  got
• 0:25
  those
• 0:25
  headphones
• 0:26
  in.
• 0:26
  You
• 0:26
  don't
• 0:26
  want
• 0:26
  to
• 0:26
  come
• 0:27
  and
• 0:27
  knock
• 0:27
  it.
• 0:27
  All
• 0:27
  right,
• 0:28
  don't.
• 0:28
  All
• 0:28
  right.
• 0:28
  But
• 0:29
  joining
• 0:29
  us
• 0:29
  today
• 0:30
  without
• 0:30
  waiting
• 0:31
  any
• 0:31
  longer
• 0:31
  to
• 0:32
  introduce
• 0:32
  the
• 0:32
  person
• 0:32
  in
• 0:33
  between
• 0:33
  the
• 0:33
  two
• 0:33
  of
• 0:33
  us
• 0:34
  is
• 0:34
  Todd
• 0:34
  Garner,
• 0:35
  the
• 0:35
  SVP
• 0:35
  and
• 0:36
  Chief
• 0:36
  Product
• 0:36
  Officer
• 0:37
  at
• 0:37
  Sam's
• 0:38
  Club.
• 0:38
  Great
• 0:38
  to
• 0:39
  be
• 0:39
  with
• 0:39
  you,
• 0:39
  omnitalk.
• 0:40
  Thank
• 0:40
  you,
• 0:40
  Todd.
• 0:41
  Thanks
• 0:41
  for
• 0:41
  your
• 0:41
  patience
• 0:42
  with
• 0:42
  us
• 0:42
  today
• 0:43
  and
• 0:43
  thanks
• 0:43
  for
• 0:43
  just
• 0:43
  sharing
• 0:44
  so
• 0:44
  much
• 0:44
  with
• 0:44
  us.
• 0:44
  As
• 0:45
  we're
• 0:45
  getting
• 0:45
  ready
• 0:45
  to
• 0:45
  come
• 0:45
  on
• 0:46
  today,
• 0:47
  I'd
• 0:47
  love
• 0:47
  for
• 0:47
  you
• 0:48
  to
• 0:48
  do
• 0:48
  that
• 0:48
  with
• 0:48
  our
• 0:48
  audience
• 0:49
  at
• 0:49
  home.
• 0:49
  Tell
• 0:49
  us
• 0:50
  a
• 0:50
  little,
• 0:50
  tell
• 0:50
  them
• 0:51
  a
• 0:51
  little
• 0:51
  bit
• 0:51
  about
• 0:51
  you,
• 0:52
  your
• 0:52
  background
• 0:52
  and
• 0:52
  your
• 0:53
  role
• 0:53
  at
• 0:53
  Sam's.
• 0:53
  Yeah,
• 0:54
  absolutely.
• 0:54
  I've
• 0:54
  had,
• 0:55
  I've
• 0:55
  had
• 0:55
  quite
• 0:55
  the
• 0:56
  journey,
• 0:56
  actually.
• 0:57
  I
• 0:57
  would
• 0:57
  call
• 0:57
  it
• 0:57
  an
• 0:57
  eclectic
• 0:58
  background
• 0:58
  that
• 0:59
  brought
• 0:59
  me
• 0:59
  to
• 0:59
  this
• 0:59
  place.
• 0:59
  That's
• 1:00
  right,
• 1:00
  eclectic.
• 1:01
  Tell
• 1:02
  us
• 1:02
  more.
• 1:02
  Yeah,
• 1:02
  I
• 1:02
  started
• 1:03
  out
• 1:03
  in
• 1:03
  the
• 1:03
  military
• 1:03
  actually.
• 1:04
  I
• 1:04
  think
• 1:04
  I
• 1:04
  might
• 1:04
  have
• 1:04
  watched
• 1:05
  some
• 1:05
  fighter
• 1:05
  pilot
• 1:05
  movie
• 1:06
  one
• 1:06
  too
• 1:06
  many
• 1:06
  times.
• 1:07
  Thought
• 1:07
  I
• 1:07
  wanted
• 1:07
  to
• 1:07
  be
• 1:07
  a
• 1:08
  fighter
• 1:08
  pilot.
• 1:09
  So
• 1:09
  I
• 1:09
  actually
• 1:09
  started
• 1:09
  out
• 1:10
  in
• 1:10
  the
• 1:10
  Air
• 1:10
  Force
• 1:10
  where
• 1:10
  actually
• 1:10
  I
• 1:11
  didn't
• 1:11
  fly.
• 1:11
  What
• 1:11
  I
• 1:11
  actually
• 1:12
  did
• 1:12
  was
• 1:12
  all
• 1:12
  about
• 1:13
  contracting
• 1:13
  and
• 1:14
  acquisitions.
• 1:15
  So
• 1:15
  that's
• 1:15
  kind
• 1:15
  of
• 1:15
  the
• 1:16
  business
• 1:16
  side
• 1:16
  of
• 1:16
  the
• 1:16
  Air
• 1:16
  Force
• 1:17
  is
• 1:17
  the
• 1:17
  way
• 1:17
  to
• 1:17
  think
• 1:17
  about
• 1:18
  that.
• 1:18
  Absolutely
• 1:19
  incredible
• 1:20
  opportunity.
• 1:20
  And
• 1:21
  really
• 1:21
  talked
• 1:21
  about
• 1:21
  impact
• 1:22
  act
• 1:22
  and
• 1:22
  things
• 1:22
  like
• 1:22
  that.
• 1:23
  But
• 1:23
  it
• 1:23
  was
• 1:24
  a
• 1:24
  great
• 1:24
  experience
• 1:25
  and
• 1:25
  a
• 1:25
  great
• 1:25
  way
• 1:25
  of
• 1:26
  starting
• 1:26
  my
• 1:26
  career.
• 1:26
  But
• 1:27
  I
• 1:27
  think
• 1:27
  it
• 1:27
  is
• 1:27
  worth
• 1:27
  noting,
• 1:28
  technically,
• 1:29
  my
• 1:29
  career
• 1:29
  started
• 1:30
  in
• 1:30
  Muscatine,
• 1:31
  Iowa,
• 1:31
  at
• 1:32
  a
• 1:32
  Walmart
• 1:33
  super
• 1:33
  center
• 1:33
  in
• 1:33
  the
• 1:34
  electronics
• 1:34
  and
• 1:34
  garden
• 1:35
  center.
• 1:35
  I
• 1:35
  mean,
• 1:35
  that's
• 1:35
  really
• 1:35
  the
• 1:36
  real
• 1:36
  foundation.
• 1:36
  Electronics
• 1:37
  and
• 1:38
  garden.
• 1:38
  Well,
• 1:38
  I
• 1:38
  mean,
• 1:39
  you
• 1:39
  know,
• 1:39
  I
• 1:39
  spread
• 1:39
  myself
• 1:39
  out
• 1:40
  of
• 1:40
  both.
• 1:40
  You
• 1:40
  got
• 1:40
  to
• 1:40
  get
• 1:40
  the
• 1:40
  sunlight
• 1:41
  and
• 1:41
  electronics
• 1:42
  right.
• 1:42
  That's
• 1:42
  like
• 1:43
  multi
• 1:43
  dimensional
• 1:44
  talents.
• 1:44
  We're
• 1:44
  talking
• 1:45
  about
• 1:45
  high
• 1:45
  school,
• 1:46
  college.
• 1:46
  This
• 1:46
  was
• 1:46
  high
• 1:47
  school.
• 1:47
  You
• 1:48
  can
• 1:48
  fit,
• 1:48
  fix
• 1:49
  a
• 1:49
  computer
• 1:50
  and
• 1:50
  tell
• 1:50
  me
• 1:51
  why
• 1:51
  my
• 1:51
  plants
• 1:51
  died.
• 1:51
  I
• 1:52
  can
• 1:52
  at
• 1:52
  least
• 1:52
  sell
• 1:52
  you
• 1:52
  a
• 1:52
  computer
• 1:53
  and
• 1:53
  tell
• 1:53
  you
• 1:53
  why
• 1:53
  the
• 1:54
  plants
• 1:54
  died.
• 1:54
  Yeah,
• 1:55
  absolutely.
• 1:56
  Absolutely.
• 1:57
  Well,
• 1:57
  let's
• 1:57
  talk
• 1:58
  a
• 1:58
  little
• 1:58
  bit
• 1:58
  about
• 1:58
  your
• 1:58
  role
• 1:58
  now.
• 1:59
  At
• 1:59
  Sam's.
• 1:59
  What
• 1:59
  are
• 1:59
  you
• 1:59
  doing
• 2:00
  there?
• 2:00
  Well,
• 2:01
  it's
• 2:01
  been
• 2:01
  a
• 2:01
  good
• 2:01
  journey
• 2:02
  getting
• 2:02
  up
• 2:02
  to
• 2:02
  here.
• 2:02
  I
• 2:02
  mean,
• 2:03
  I
• 2:03
  actually
• 2:03
  had
• 2:03
  several.
• 2:03
  I
• 2:03
  had
• 2:04
  a
• 2:04
  product
• 2:04
  stop,
• 2:04
  I
• 2:05
  had
• 2:05
  a
• 2:05
  consulting
• 2:05
  stop
• 2:06
  where
• 2:06
  I
• 2:06
  learned
• 2:06
  a
• 2:06
  lot
• 2:06
  about
• 2:06
  strategy
• 2:07
  and
• 2:07
  then
• 2:07
  even
• 2:08
  stopped
• 2:08
  over
• 2:08
  at
• 2:08
  Starbucks
• 2:09
  before
• 2:09
  I
• 2:09
  got
• 2:09
  here
• 2:09
  where
• 2:09
  I
• 2:10
  could
• 2:10
  learn
• 2:10
  more
• 2:10
  about
• 2:10
  retail,
• 2:11
  more
• 2:11
  about
• 2:11
  operations
• 2:12
  and
• 2:12
  more
• 2:13
  about
• 2:13
  products.
• 2:13
  But
• 2:14
  it
• 2:14
  all
• 2:14
  ultimately
• 2:15
  led
• 2:15
  me
• 2:15
  to
• 2:15
  Sam's
• 2:15
  Club,
• 2:16
  which
• 2:16
  is
• 2:16
  a
• 2:16
  fantastic
• 2:17
  place
• 2:17
  to
• 2:17
  be.
• 2:18
  Yeah,
• 2:18
  we
• 2:18
  hear
• 2:18
  that.
• 2:19
  Yeah,
• 2:19
  it's
• 2:19
  true.
• 2:20
  Hey,
• 2:20
  we're
• 2:20
  differentiating
• 2:21
  retail
• 2:21
  out
• 2:21
  there
• 2:21
  and
• 2:21
  we're
• 2:21
  doing
• 2:22
  it
• 2:22
  through
• 2:22
  experiences,
• 2:23
  which
• 2:23
  is
• 2:23
  really
• 2:23
  cool.
• 2:24
  Well,
• 2:24
  we
• 2:24
  don't
• 2:24
  call
• 2:25
  you
• 2:25
  the
• 2:25
  most
• 2:25
  innovative
• 2:25
  retailer
• 2:26
  out
• 2:26
  there
• 2:26
  for
• 2:26
  nothing,
• 2:27
  my
• 2:27
  friend.
• 2:27
  But.
• 2:27
  But
• 2:28
  you
• 2:28
  know,
• 2:28
  to
• 2:28
  that
• 2:28
  point,
• 2:28
  I
• 2:29
  think
• 2:29
  you
• 2:29
  are
• 2:29
  the
• 2:29
  third
• 2:30
  chief
• 2:30
  product
• 2:30
  officer
• 2:31
  in
• 2:31
  a
• 2:31
  row
• 2:31
  that
• 2:31
  we've
• 2:32
  had
• 2:32
  on
• 2:32
  our
• 2:32
  show.
• 2:32
  Right,
• 2:33
  Ann?
• 2:33
  I
• 2:33
  think
• 2:34
  going
• 2:34
  back,
• 2:34
  I
• 2:34
  think
• 2:34
  if
• 2:35
  I'm
• 2:35
  keeping
• 2:35
  count,
• 2:35
  which
• 2:35
  I
• 2:36
  always
• 2:36
  do,
• 2:36
  keeping
• 2:37
  track,
• 2:37
  keeping
• 2:38
  score
• 2:38
  at
• 2:38
  home,
• 2:38
  you're
• 2:38
  the
• 2:38
  third
• 2:39
  chief
• 2:39
  product
• 2:39
  officer.
• 2:40
  We've
• 2:40
  had
• 2:41
  you
• 2:41
  guys
• 2:42
  take
• 2:42
  a
• 2:42
  really
• 2:42
  interesting
• 2:43
  approach
• 2:43
  to
• 2:43
  that
• 2:44
  role.
• 2:44
  Can
• 2:44
  you
• 2:44
  explain
• 2:45
  that
• 2:45
  for
• 2:45
  the
• 2:45
  audience?
• 2:46
  What
• 2:46
  is
• 2:46
  so
• 2:46
  unique
• 2:47
  about
• 2:47
  the
• 2:47
  CPO
• 2:47
  role
• 2:47
  at
• 2:48
  Sam's
• 2:48
  Club?
• 2:48
  Well,
• 2:48
  first
• 2:49
  and
• 2:49
  foremost,
• 2:49
  the
• 2:49
  Sam's
• 2:50
  Club
• 2:50
  strategy
• 2:50
  is
• 2:50
  all
• 2:51
  about
• 2:51
  differentiating
• 2:52
  an
• 2:52
  experience
• 2:52
  and
• 2:53
  building
• 2:53
  trust.
• 2:53
  And
• 2:54
  when
• 2:54
  you
• 2:54
  think
• 2:54
  about
• 2:54
  what
• 2:54
  the
• 2:54
  chief
• 2:55
  product
• 2:55
  role
• 2:55
  is,
• 2:56
  it's
• 2:56
  really
• 2:56
  all
• 2:56
  about
• 2:57
  building
• 2:57
  trust.
• 2:57
  It's
• 2:58
  all
• 2:58
  about
• 2:58
  delivering
• 2:59
  an
• 2:59
  experience
• 2:59
  that
• 3:00
  differentiates
• 3:00
  us
• 3:00
  from
• 3:01
  every
• 3:01
  retailer.
• 3:01
  And
• 3:02
  the
• 3:02
  chief
• 3:02
  product
• 3:02
  officer
• 3:03
  is
• 3:03
  actually
• 3:03
  the
• 3:03
  role
• 3:04
  that's
• 3:04
  responsible
• 3:04
  for
• 3:05
  doing
• 3:05
  that.
• 3:05
  Our
• 3:06
  job
• 3:06
  is
• 3:06
  to
• 3:06
  create
• 3:07
  these
• 3:07
  fantastic
• 3:07
  experiences
• 3:08
  that
• 3:09
  solve
• 3:09
  the
• 3:09
  biggest
• 3:09
  pain
• 3:10
  points
• 3:10
  for
• 3:10
  both
• 3:10
  our
• 3:10
  members
• 3:11
  and
• 3:11
  our
• 3:11
  associates.
• 3:12
  And
• 3:12
  what
• 3:12
  makes
• 3:13
  this
• 3:13
  role
• 3:13
  so
• 3:13
  cool
• 3:14
  is
• 3:14
  that
• 3:14
  we
• 3:14
  are
• 3:14
  basically
• 3:15
  vertically
• 3:15
  integrated
• 3:16
  and
• 3:16
  across
• 3:16
  the
• 3:16
  entire
• 3:17
  spectrum.
• 3:17
  That
• 3:17
  means
• 3:18
  supply
• 3:18
  chain,
• 3:18
  that
• 3:19
  means
• 3:19
  in
• 3:19
  club
• 3:19
  with
• 3:19
  our
• 3:20
  associates.
• 3:20
  That
• 3:21
  means
• 3:21
  that
• 3:21
  we're
• 3:21
  talking
• 3:21
  about
• 3:22
  omni
• 3:22
  commerce
• 3:23
  and
• 3:23
  marketing
• 3:23
  and
• 3:23
  we're
• 3:24
  even
• 3:24
  talking
• 3:24
  about
• 3:24
  merchandising.
• 3:25
  Making
• 3:25
  sure
• 3:25
  we
• 3:25
  have
• 3:25
  the
• 3:25
  right
• 3:26
  assortment
• 3:26
  that's
• 3:26
  out
• 3:26
  there
• 3:27
  as
• 3:27
  well.
• 3:27
  Ding,
• 3:27
  ding,
• 3:28
  ding.
• 3:28
  The
• 3:28
  whole
• 3:28
  purview.
• 3:29
  That's
• 3:29
  the
• 3:29
  thing.
• 3:30
  That's
• 3:30
  the
• 3:30
  key
• 3:30
  thing
• 3:30
  here,
• 3:30
  folks.
• 3:31
  That's
• 3:31
  the
• 3:31
  key
• 3:31
  thing
• 3:31
  about
• 3:31
  the
• 3:31
  role.
• 3:32
  He's
• 3:32
  got
• 3:32
  the
• 3:32
  whole
• 3:33
  purview.
• 3:33
  Absolutely.
• 3:34
  Okay,
• 3:34
  you
• 3:35
  are
• 3:35
  fresh
• 3:35
  off
• 3:36
  the
• 3:36
  stage.
• 3:36
  Yep.
• 3:37
  Yeah.
• 3:38
  What
• 3:38
  did
• 3:38
  you
• 3:38
  talk
• 3:38
  to
• 3:39
  everybody
• 3:39
  in
• 3:39
  the
• 3:39
  audience
• 3:39
  about?
• 3:40
  What
• 3:40
  was
• 3:40
  something
• 3:40
  that
• 3:41
  you
• 3:41
  maybe
• 3:41
  hope
• 3:41
  somebody
• 3:42
  listening
• 3:43
  took
• 3:43
  away
• 3:43
  from
• 3:43
  your
• 3:43
  session
• 3:44
  just
• 3:44
  a
• 3:44
  little
• 3:44
  bit
• 3:44
  ago?
• 3:45
  I
• 3:45
  hope
• 3:45
  it's
• 3:45
  the
• 3:45
  importance
• 3:46
  of
• 3:46
  experiences.
• 3:47
  I
• 3:47
  hope
• 3:47
  it's
• 3:47
  about
• 3:47
  how
• 3:48
  you
• 3:48
  can
• 3:48
  be
• 3:48
  a
• 3:48
  people
• 3:49
  led
• 3:49
  tech
• 3:49
  powered
• 3:50
  company
• 3:50
  because
• 3:50
  they're
• 3:50
  both
• 3:51
  equally
• 3:51
  important.
• 3:52
  Yeah,
• 3:52
  you
• 3:52
  gotta
• 3:52
  elaborate
• 3:53
  on
• 3:53
  that
• 3:53
  a
• 3:53
  little
• 3:53
  bit
• 3:53
  because
• 3:53
  I'm
• 3:54
  not
• 3:54
  used
• 3:54
  to
• 3:54
  a
• 3:54
  product
• 3:55
  officer.
• 3:55
  I'm
• 3:56
  used
• 3:56
  to
• 3:56
  hearing
• 3:56
  that
• 3:56
  from
• 3:56
  like
• 3:57
  a
• 3:57
  marketing
• 3:57
  officer,
• 3:58
  but
• 3:58
  a
• 3:58
  product
• 3:59
  officer
• 3:59
  talking
• 3:59
  about
• 3:59
  experiences.
• 4:00
  So
• 4:00
  tell
• 4:00
  us
• 4:01
  a
• 4:01
  little
• 4:01
  bit
• 4:01
  more
• 4:01
  elaborate.
• 4:02
  Well,
• 4:02
  let
• 4:02
  me
• 4:02
  explain
• 4:03
  the
• 4:03
  people
• 4:03
  led,
• 4:03
  tech
• 4:04
  powered
• 4:04
  thing
• 4:04
  first.
• 4:05
  So
• 4:05
  people
• 4:05
  led,
• 4:06
  right.
• 4:06
  If
• 4:06
  you
• 4:06
  think
• 4:06
  about
• 4:06
  it,
• 4:07
  our
• 4:07
  associates,
• 4:07
  our
• 4:08
  employees,
• 4:08
  they're
• 4:09
  the
• 4:09
  gatekeepers
• 4:10
  of
• 4:10
  the
• 4:10
  experience,
• 4:11
  of
• 4:11
  the
• 4:11
  culture,
• 4:11
  and
• 4:12
  of
• 4:12
  the
• 4:12
  connections
• 4:12
  that
• 4:12
  you
• 4:12
  can
• 4:13
  build.
• 4:13
  And
• 4:13
  that's
• 4:14
  a
• 4:14
  true
• 4:14
  differentiating
• 4:15
  experience.
• 4:15
  But
• 4:16
  when
• 4:16
  you
• 4:16
  think
• 4:16
  about
• 4:16
  tech
• 4:17
  powered,
• 4:17
  the
• 4:17
  question
• 4:17
  is,
• 4:18
  how
• 4:18
  can
• 4:18
  we
• 4:18
  take
• 4:18
  that
• 4:18
  technology
• 4:19
  and
• 4:19
  apply
• 4:20
  it
• 4:20
  both
• 4:20
  for
• 4:20
  our
• 4:21
  associates
• 4:21
  and
• 4:21
  for
• 4:21
  our
• 4:22
  members
• 4:22
  to
• 4:22
  solve
• 4:22
  their
• 4:23
  pain
• 4:23
  points?
• 4:23
  Because
• 4:24
  if
• 4:24
  you
• 4:24
  can
• 4:24
  do
• 4:24
  that,
• 4:24
  what
• 4:25
  you're
• 4:25
  gonna
• 4:25
  do
• 4:25
  is
• 4:25
  you're
• 4:25
  gonna
• 4:25
  get
• 4:25
  better
• 4:26
  insights,
• 4:26
  you're
• 4:27
  gonna
• 4:27
  remove
• 4:27
  friction
• 4:27
  out
• 4:27
  of
• 4:28
  the
• 4:28
  system,
• 4:28
  you're
• 4:28
  going
• 4:28
  to
• 4:29
  up
• 4:29
  level
• 4:29
  capabilities
• 4:29
  and
• 4:30
  you're
• 4:30
  going
• 4:30
  to
• 4:30
  deliver
• 4:30
  an
• 4:30
  experience
• 4:31
  that's
• 4:31
  truly
• 4:31
  great.
• 4:31
  Like,
• 4:32
  let
• 4:32
  me
• 4:32
  give
• 4:32
  you
• 4:32
  two
• 4:32
  examples.
• 4:33
  Yeah,
• 4:33
  do
• 4:33
  it.
• 4:33
  Sam's
• 4:34
  Club,
• 4:34
  we've
• 4:34
  got
• 4:34
  scan
• 4:35
  and
• 4:35
  go.
• 4:35
  This
• 4:35
  is
• 4:35
  a
• 4:36
  retailer
• 4:36
  that
• 4:36
  at
• 4:37
  scale
• 4:37
  across
• 4:37
  600
• 4:38
  chains,
• 4:38
  you
• 4:39
  can
• 4:39
  now
• 4:39
  check
• 4:39
  out
• 4:40
  without
• 4:40
  ever
• 4:40
  going
• 4:40
  to
• 4:40
  a
• 4:41
  register.
• 4:41
  But
• 4:41
  here's
• 4:42
  what's
• 4:42
  interesting
• 4:42
  about
• 4:42
  that.
• 4:43
  We
• 4:43
  solved
• 4:43
  a
• 4:43
  major
• 4:43
  pain
• 4:44
  point,
• 4:44
  but
• 4:44
  then
• 4:45
  we
• 4:45
  realized
• 4:46
  actually
• 4:46
  what
• 4:46
  we
• 4:46
  did
• 4:46
  is
• 4:47
  we
• 4:47
  moved
• 4:47
  the
• 4:47
  pain
• 4:47
  point
• 4:48
  downstream,
• 4:49
  right
• 4:49
  Then
• 4:49
  it
• 4:49
  went
• 4:50
  to
• 4:50
  exit
• 4:50
  because
• 4:50
  people
• 4:50
  were
• 4:51
  queuing
• 4:51
  up
• 4:51
  in
• 4:51
  an
• 4:51
  exit.
• 4:51
  Anybody
• 4:52
  that's
• 4:52
  been
• 4:52
  to
• 4:52
  a
• 4:52
  Sam's
• 4:52
  Club,
• 4:53
  you
• 4:54
  got
• 4:54
  to
• 4:54
  sign,
• 4:54
  sign
• 4:54
  up
• 4:55
  or
• 4:55
  queue
• 4:55
  up,
• 4:56
  ultimately
• 4:57
  get
• 4:57
  your
• 4:57
  receipt
• 4:57
  checked
• 4:57
  and
• 4:58
  then
• 4:58
  you
• 4:58
  exit.
• 4:58
  It's
• 4:58
  a
• 4:58
  little
• 4:59
  frustrating.
• 4:59
  And
• 5:00
  we
• 5:00
  saw
• 5:00
  that.
• 5:00
  So
• 5:01
  being
• 5:01
  member
• 5:01
  focused,
• 5:02
  what
• 5:02
  we
• 5:02
  did
• 5:02
  was
• 5:02
  we
• 5:02
  actually
• 5:03
  said,
• 5:03
  how
• 5:03
  can
• 5:03
  we
• 5:03
  solve
• 5:03
  that
• 5:03
  problem
• 5:04
  now?
• 5:04
  Great,
• 5:04
  you
• 5:04
  solve
• 5:04
  the
• 5:04
  register
• 5:05
  with
• 5:05
  scan
• 5:05
  and
• 5:05
  go.
• 5:06
  How
• 5:06
  can
• 5:06
  you
• 5:06
  actually
• 5:06
  solve
• 5:07
  exit?
• 5:07
  So
• 5:08
  then
• 5:08
  we
• 5:08
  got
• 5:08
  to
• 5:08
  deploy
• 5:08
  computer
• 5:09
  vision
• 5:10
  at
• 5:10
  scale
• 5:10
  again,
• 5:11
  across
• 5:11
  all
• 5:11
  of
• 5:11
  our
• 5:11
  chain,
• 5:12
  we
• 5:12
  got
• 5:12
  to
• 5:12
  deploy
• 5:12
  computer
• 5:13
  vision
• 5:13
  to
• 5:13
  automatically
• 5:14
  take
• 5:14
  a
• 5:14
  picture
• 5:14
  of
• 5:14
  a
• 5:15
  basket
• 5:15
  and
• 5:15
  verify
• 5:16
  the
• 5:16
  transaction.
• 5:16
  So
• 5:16
  as
• 5:17
  long
• 5:17
  as
• 5:17
  you
• 5:17
  paid
• 5:17
  for
• 5:17
  your
• 5:17
  goods,
• 5:18
  now
• 5:18
  at
• 5:19
  scale,
• 5:19
  you
• 5:20
  can
• 5:20
  leave
• 5:20
  the
• 5:21
  club
• 5:21
  without
• 5:21
  ever
• 5:21
  stopping,
• 5:22
  without
• 5:22
  ever
• 5:22
  queuing,
• 5:23
  without
• 5:23
  ever
• 5:23
  having
• 5:23
  to
• 5:23
  go
• 5:23
  to
• 5:24
  a
• 5:24
  register.
• 5:24
  It's
• 5:24
  a
• 5:24
  cool
• 5:25
  problem.
• 5:26
  Can
• 5:26
  I
• 5:26
  ask
• 5:26
  you
• 5:26
  a
• 5:26
  question,
• 5:27
  like,
• 5:27
  as
• 5:27
  a,
• 5:27
  as
• 5:28
  somebody
• 5:28
  working
• 5:28
  on
• 5:28
  your
• 5:29
  team.
• 5:29
  Yeah.
• 5:29
  How
• 5:30
  does,
• 5:30
  how
• 5:30
  do
• 5:30
  you,
• 5:31
  how
• 5:31
  does
• 5:31
  that
• 5:32
  come
• 5:32
  up
• 5:32
  where
• 5:32
  it's
• 5:32
  like,
• 5:33
  oh,
• 5:33
  we
• 5:34
  did
• 5:34
  scan
• 5:34
  and
• 5:34
  go.
• 5:35
  It's
• 5:35
  awesome.
• 5:36
  Now
• 5:36
  we
• 5:36
  have
• 5:36
  a
• 5:36
  problem
• 5:37
  at
• 5:37
  exit.
• 5:38
  Like,
• 5:38
  what
• 5:38
  is
• 5:39
  the
• 5:39
  process
• 5:39
  of
• 5:39
  taking
• 5:40
  that
• 5:40
  feedback
• 5:41
  that
• 5:41
  you're
• 5:41
  getting,
• 5:41
  I'm
• 5:41
  imagining
• 5:42
  from
• 5:42
  the
• 5:42
  store
• 5:43
  associates
• 5:43
  to
• 5:44
  like
• 5:44
  you
• 5:44
  doing
• 5:45
  something
• 5:45
  like
• 5:45
  computer
• 5:46
  vision
• 5:46
  to
• 5:46
  eliminate
• 5:47
  that
• 5:47
  problem?
• 5:47
  Well,
• 5:47
  here's
• 5:47
  what
• 5:48
  I'd
• 5:48
  say.
• 5:48
  You
• 5:48
  got
• 5:48
  to
• 5:48
  start
• 5:48
  with
• 5:48
  intentionality.
• 5:49
  If
• 5:49
  you
• 5:49
  don't
• 5:50
  have
• 5:50
  a
• 5:50
  member,
• 5:50
  centric
• 5:51
  culture.
• 5:51
  If
• 5:51
  you
• 5:51
  don't
• 5:51
  have
• 5:52
  something
• 5:52
  where
• 5:52
  you're
• 5:52
  constantly
• 5:53
  focused
• 5:53
  on
• 5:54
  what
• 5:54
  is
• 5:54
  the
• 5:54
  experience
• 5:55
  of
• 5:55
  our
• 5:55
  associates,
• 5:56
  of
• 5:56
  our
• 5:56
  members,
• 5:57
  you
• 5:57
  won't
• 5:57
  get
• 5:58
  there.
• 5:58
  So
• 5:58
  it
• 5:58
  starts
• 5:58
  with
• 5:59
  intentionality.
• 6:00
  We
• 6:00
  apply
• 6:00
  something
• 6:00
  we
• 6:01
  call
• 6:01
  design
• 6:01
  thinking.
• 6:02
  And
• 6:02
  for
• 6:02
  folks
• 6:02
  that
• 6:03
  aren't
• 6:03
  familiar
• 6:03
  with
• 6:03
  that,
• 6:03
  design
• 6:04
  thinking
• 6:04
  is
• 6:04
  this.
• 6:04
  It's
• 6:05
  this
• 6:05
  human
• 6:05
  centric,
• 6:06
  iterative
• 6:06
  approach
• 6:07
  that
• 6:08
  starts
• 6:08
  with
• 6:08
  a
• 6:08
  deep
• 6:08
  understanding
• 6:09
  and
• 6:09
  a
• 6:09
  deep
• 6:10
  empathy.
• 6:10
  Right.
• 6:10
  You've
• 6:10
  got
• 6:11
  to
• 6:11
  know
• 6:11
  the
• 6:11
  context,
• 6:11
  you
• 6:12
  got
• 6:12
  to
• 6:12
  know
• 6:12
  the
• 6:12
  experience,
• 6:12
  you
• 6:13
  got
• 6:13
  to
• 6:13
  know
• 6:13
  the
• 6:13
  process
• 6:13
  that
• 6:14
  they're
• 6:14
  in.
• 6:14
  And
• 6:14
  when
• 6:14
  you
• 6:15
  have
• 6:15
  a
• 6:15
  focus
• 6:15
  like
• 6:16
  that,
• 6:16
  all
• 6:16
  of
• 6:16
  a
• 6:16
  sudden,
• 6:16
  you
• 6:16
  can
• 6:17
  unlock
• 6:17
  a
• 6:17
  lot
• 6:17
  of
• 6:18
  additional
• 6:18
  insights.
• 6:19
  But
• 6:19
  it
• 6:19
  doesn't
• 6:19
  stop
• 6:19
  there.
• 6:20
  You
• 6:20
  also
• 6:21
  have
• 6:21
  to
• 6:21
  be
• 6:21
  open
• 6:21
  to
• 6:21
  the
• 6:22
  feedback.
• 6:22
  You
• 6:22
  have
• 6:22
  to
• 6:22
  be
• 6:22
  constantly
• 6:23
  looking,
• 6:23
  doing
• 6:24
  product
• 6:24
  reviews,
• 6:25
  and
• 6:25
  you
• 6:25
  have
• 6:25
  to
• 6:25
  be
• 6:26
  collecting
• 6:26
  the
• 6:26
  feedback.
• 6:27
  It's
• 6:27
  a
• 6:27
  true
• 6:27
  statement.
• 6:27
  In
• 6:28
  every
• 6:28
  single
• 6:28
  one
• 6:28
  of
• 6:28
  our
• 6:29
  associate
• 6:30
  applications,
• 6:30
  and
• 6:31
  we've
• 6:31
  got
• 6:31
  over
• 6:31
  10
• 6:31
  of
• 6:31
  them,
• 6:32
  there
• 6:32
  is
• 6:32
  a
• 6:32
  common
• 6:33
  place
• 6:33
  where
• 6:33
  you
• 6:33
  can
• 6:33
  click
• 6:34
  to
• 6:34
  provide
• 6:34
  feedback.
• 6:34
  And
• 6:35
  that
• 6:35
  feedback
• 6:35
  does
• 6:35
  not
• 6:36
  go
• 6:36
  to
• 6:36
  a
• 6:36
  black
• 6:36
  hole.
• 6:37
  It
• 6:37
  goes
• 6:37
  directly
• 6:37
  to
• 6:37
  my
• 6:38
  team,
• 6:38
  it
• 6:38
  goes
• 6:38
  directly
• 6:38
  to
• 6:39
  engineers,
• 6:39
  and
• 6:39
  it
• 6:39
  goes
• 6:39
  directly
• 6:40
  to
• 6:40
  our
• 6:40
  business
• 6:40
  partners.
• 6:41
  So
• 6:41
  we've
• 6:41
  got
• 6:41
  multiple
• 6:42
  different
• 6:42
  ways
• 6:42
  that
• 6:42
  we
• 6:43
  can
• 6:43
  make
• 6:43
  sure
• 6:43
  that
• 6:43
  we're
• 6:43
  connected
• 6:44
  to
• 6:44
  the
• 6:44
  member,
• 6:44
  we're
• 6:45
  getting
• 6:45
  the
• 6:45
  feedback,
• 6:46
  and
• 6:46
  we
• 6:46
  understand
• 6:46
  what's
• 6:47
  going
• 6:47
  on.
• 6:47
  Wow.
• 6:47
  Todd,
• 6:48
  how
• 6:48
  many
• 6:48
  iterations
• 6:48
  do
• 6:49
  you
• 6:49
  think
• 6:49
  you
• 6:49
  went
• 6:49
  through
• 6:49
  before
• 6:49
  you
• 6:50
  finally
• 6:50
  got
• 6:50
  the
• 6:51
  right
• 6:51
  gate
• 6:51
  at
• 6:51
  the
• 6:52
  end
• 6:52
  of
• 6:52
  that
• 6:52
  exit
• 6:52
  experience?
• 6:53
  I'm
• 6:54
  just
• 6:54
  curious.
• 6:54
  Well,
• 6:54
  look,
• 6:55
  we're
• 6:55
  still
• 6:55
  iterating.
• 6:55
  Ballparking.
• 6:56
  Yeah.
• 6:56
  Right.
• 6:57
  We're
• 6:57
  still
• 6:57
  iterating.
• 6:58
  Answer,
• 6:58
  my
• 6:58
  friend.
• 6:58
  Good
• 6:59
  answer.
• 7:00
  I
• 7:00
  don't
• 7:00
  know.
• 7:00
  I
• 7:00
  mean,
• 7:00
  we
• 7:01
  probably
• 7:01
  went
• 7:01
  through
• 7:01
  10
• 7:01
  plus
• 7:02
  iterations,
• 7:03
  continuing
• 7:03
  to
• 7:03
  figure
• 7:03
  out
• 7:04
  not
• 7:04
  only
• 7:04
  just
• 7:04
  the
• 7:04
  technology,
• 7:05
  but
• 7:05
  the
• 7:06
  experience.
• 7:06
  Right.
• 7:06
  Because
• 7:07
  it's
• 7:07
  both.
• 7:07
  It's
• 7:07
  not
• 7:07
  technology
• 7:08
  alone.
• 7:08
  It's
• 7:08
  technology
• 7:09
  in
• 7:09
  service
• 7:10
  of
• 7:10
  the
• 7:10
  experience.
• 7:10
  And
• 7:10
  that's
• 7:11
  why
• 7:11
  it's
• 7:11
  so
• 7:11
  critical
• 7:12
  that
• 7:12
  we
• 7:12
  stay
• 7:12
  focused
• 7:13
  on
• 7:13
  those
• 7:13
  outcomes.
• 7:14
  Right.
• 7:14
  And
• 7:14
  just
• 7:14
  for
• 7:15
  the
• 7:15
  audience
• 7:15
  perspective,
• 7:15
  too,
• 7:16
  what.
• 7:16
  What
• 7:16
  percentage
• 7:16
  transactions
• 7:17
  are
• 7:17
  going
• 7:17
  through
• 7:17
  the
• 7:17
  Scan
• 7:18
  and
• 7:18
  Go
• 7:18
  app
• 7:18
  now?
• 7:18
  Yeah,
• 7:19
  we've
• 7:19
  actually
• 7:19
  got
• 7:20
  75%.
• 7:21
  Well,
• 7:21
  through
• 7:21
  the
• 7:21
  Scan
• 7:21
  and
• 7:22
  Go.
• 7:22
  Sorry?
• 7:22
  Through
• 7:22
  the
• 7:22
  Scan
• 7:22
  and
• 7:22
  go,
• 7:23
  it's
• 7:23
  one
• 7:23
  in
• 7:23
  one
• 7:23
  in
• 7:23
  three.
• 7:24
  Still
• 7:24
  30%.
• 7:25
  Okay.
• 7:25
  Yeah.
• 7:26
  But
• 7:26
  of
• 7:26
  that
• 7:26
  frictionless
• 7:26
  exit,
• 7:27
  that's
• 7:27
  the
• 7:27
  75%.
• 7:28
  Wow.
• 7:28
  So
• 7:29
  we've
• 7:29
  now
• 7:29
  been
• 7:29
  able
• 7:29
  to
• 7:30
  reduce
• 7:30
  the
• 7:30
  friction
• 7:30
  of
• 7:31
  75%
• 7:31
  of
• 7:31
  our
• 7:31
  members,
• 7:32
  and
• 7:32
  we've
• 7:32
  seen
• 7:32
  empirically
• 7:33
  it
• 7:33
  drives
• 7:33
  better
• 7:34
  results.
• 7:34
  Right.
• 7:34
  Because
• 7:34
  that
• 7:34
  applies
• 7:34
  to
• 7:35
  everybody.
• 7:35
  Right.
• 7:35
  Exit
• 7:36
  process
• 7:36
  applies
• 7:36
  to
• 7:36
  everybody.
• 7:37
  Overall,
• 7:37
  20%
• 7:38
  faster
• 7:38
  exit
• 7:39
  and
• 7:39
  20%
• 7:40
  fast
• 7:40
  or
• 7:40
  better
• 7:40
  customer
• 7:41
  service.
• 7:41
  That's
• 7:41
  really
• 7:42
  cool.
• 7:42
  Especially
• 7:42
  in
• 7:42
  today's
• 7:43
  day
• 7:43
  and
• 7:43
  age.
• 7:43
  Focus
• 7:44
  on,
• 7:44
  shrink.
• 7:45
  And
• 7:45
  just
• 7:45
  don't
• 7:45
  forget
• 7:46
  your
• 7:46
  time
• 7:46
  either.
• 7:46
  Yes.
• 7:47
  And
• 7:47
  that's
• 7:47
  important.
• 7:48
  Time
• 7:48
  is
• 7:48
  my
• 7:48
  money.
• 7:49
  I
• 7:49
  don't
• 7:49
  like.
• 7:50
  I
• 7:50
  don't
• 7:50
  like
• 7:50
  a
• 7:50
  highlighter.
• 7:51
  Being
• 7:51
  in
• 7:51
  charge
• 7:51
  of
• 7:51
  my
• 7:52
  afternoon.
• 7:52
  I
• 7:52
  will
• 7:52
  say
• 7:53
  that
• 7:53
  much.
• 7:53
  Well
• 7:53
  said.
• 7:54
  All
• 7:54
  right,
• 7:54
  so
• 7:54
  I'll
• 7:54
  put
• 7:54
  you
• 7:54
  on
• 7:55
  the
• 7:55
  spot
• 7:55
  a
• 7:55
  little
• 7:55
  bit
• 7:55
  here.
• 7:55
  So
• 7:55
  your
• 7:56
  role,
• 7:56
  like
• 7:56
  we
• 7:56
  said,
• 7:56
  it's
• 7:56
  really
• 7:57
  unique.
• 7:57
  You
• 7:57
  have
• 7:57
  the
• 7:57
  full
• 7:58
  purview
• 7:58
  as
• 7:59
  you
• 7:59
  look
• 7:59
  to
• 7:59
  20,
• 8:00
  25.
• 8:00
  I'm
• 8:00
  curious,
• 8:00
  where
• 8:01
  do
• 8:01
  you
• 8:01
  expect
• 8:01
  more
• 8:02
  of
• 8:02
  your
• 8:02
  time
• 8:02
  to
• 8:02
  be
• 8:02
  centered
• 8:03
  around?
• 8:03
  Do
• 8:03
  you
• 8:03
  expect
• 8:03
  it
• 8:04
  to
• 8:04
  be
• 8:04
  more
• 8:04
  on
• 8:04
  the
• 8:05
  customer
• 8:05
  facing
• 8:06
  side
• 8:06
  of
• 8:06
  product
• 8:06
  or
• 8:07
  more
• 8:07
  on
• 8:07
  the
• 8:07
  employee
• 8:08
  side
• 8:09
  of
• 8:09
  product
• 8:09
  to
• 8:09
  improve
• 8:09
  their
• 8:10
  lives
• 8:10
  and
• 8:10
  their
• 8:10
  productivity?
• 8:11
  I
• 8:11
  don't
• 8:11
  know
• 8:11
  that
• 8:11
  you're
• 8:12
  gonna
• 8:12
  like
• 8:12
  my
• 8:12
  answer,
• 8:12
  but
• 8:12
  it's
• 8:12
  a
• 8:12
  real
• 8:13
  one.
• 8:13
  It's
• 8:13
  an
• 8:13
  and.
• 8:14
  It's
• 8:14
  an
• 8:14
  and
• 8:14
  you
• 8:14
  can't
• 8:14
  have
• 8:15
  either
• 8:15
  because
• 8:15
  what
• 8:15
  you're
• 8:16
  finding
• 8:16
  now
• 8:16
  is
• 8:17
  this
• 8:17
  environment,
• 8:17
  yes,
• 8:17
  is
• 8:18
  becoming
• 8:18
  more
• 8:18
  technologically
• 8:19
  dependent,
• 8:20
  but
• 8:20
  it's
• 8:20
  also
• 8:20
  becoming
• 8:21
  more
• 8:21
  systemic.
• 8:22
  And
• 8:22
  that
• 8:22
  means
• 8:22
  that
• 8:23
  the
• 8:23
  systems,
• 8:23
  it's
• 8:24
  an
• 8:24
  ecosystem
• 8:24
  and
• 8:24
  things
• 8:25
  are
• 8:25
  connected
• 8:25
  across
• 8:26
  the
• 8:26
  entire
• 8:26
  thing.
• 8:27
  And
• 8:27
  so
• 8:27
  if
• 8:27
  you
• 8:27
  let
• 8:27
  one
• 8:28
  drop,
• 8:28
  you're
• 8:28
  gonna
• 8:28
  find
• 8:29
  that
• 8:29
  it
• 8:29
  has
• 8:29
  an
• 8:29
  impact
• 8:29
  across
• 8:30
  something
• 8:30
  else.
• 8:30
  If
• 8:30
  the
• 8:30
  associate
• 8:31
  tools
• 8:32
  get
• 8:32
  impacted,
• 8:32
  then
• 8:32
  all
• 8:33
  of
• 8:33
  a
• 8:33
  sudden
• 8:33
  the
• 8:33
  online
• 8:33
  experience
• 8:34
  is
• 8:34
  going
• 8:34
  to
• 8:34
  be
• 8:35
  impacted
• 8:35
  as
• 8:36
  well.
• 8:36
  And
• 8:36
  so
• 8:36
  our
• 8:37
  goal
• 8:37
  is
• 8:37
  to
• 8:37
  continue
• 8:37
  to
• 8:38
  figure
• 8:38
  out
• 8:38
  what
• 8:38
  are
• 8:38
  the
• 8:38
  key
• 8:39
  problems
• 8:39
  across
• 8:39
  all
• 8:39
  four
• 8:40
  of
• 8:40
  those
• 8:40
  areas
• 8:40
  and
• 8:41
  then
• 8:41
  keep
• 8:41
  improving
• 8:41
  them.
• 8:42
  And
• 8:42
  it's
• 8:42
  why
• 8:42
  we've
• 8:42
  got
• 8:43
  those
• 8:43
  four
• 8:43
  different
• 8:43
  areas
• 8:44
  so
• 8:44
  that
• 8:44
  we
• 8:44
  can
• 8:44
  look
• 8:44
  at
• 8:44
  the
• 8:44
  end
• 8:44
  to
• 8:44
  end
• 8:45
  experience.
• 8:45
  Are
• 8:45
  you
• 8:45
  kidding
• 8:45
  me?
• 8:46
  That's
• 8:46
  a
• 8:46
  great
• 8:46
  answer.
• 8:46
  That's
• 8:47
  a
• 8:47
  great
• 8:47
  answer.
• 8:47
  No,
• 8:47
  because
• 8:48
  it's
• 8:48
  kind
• 8:48
  of
• 8:48
  a
• 8:49
  trick
• 8:49
  question.
• 8:49
  At
• 8:49
  the
• 8:49
  end
• 8:49
  of
• 8:49
  the
• 8:49
  day,
• 8:50
  you
• 8:50
  improve
• 8:50
  either
• 8:51
  one,
• 8:51
  it
• 8:51
  helps
• 8:51
  the
• 8:51
  other
• 8:51
  side,
• 8:52
  without
• 8:52
  a
• 8:52
  doubt.
• 8:53
  Okay,
• 8:53
  last
• 8:54
  question.
• 8:54
  I
• 8:55
  want
• 8:55
  to
• 8:55
  know.
• 8:56
  Tell
• 8:57
  us
• 8:57
  a
• 8:57
  little
• 8:57
  bit
• 8:57
  about
• 8:57
  what's
• 8:58
  going
• 8:58
  on
• 8:58
  in
• 8:58
  Grapevine,
• 8:59
  Texas,
• 8:59
  these
• 8:59
  days.
• 9:00
  And
• 9:01
  I
• 9:01
  want
• 9:01
  to
• 9:01
  know
• 9:02
  exactly
• 9:02
  what
• 9:02
  your
• 9:03
  team
• 9:03
  did
• 9:04
  to
• 9:04
  make
• 9:04
  that
• 9:05
  store
• 9:05
  come
• 9:05
  alive
• 9:06
  and
• 9:06
  how
• 9:06
  soon
• 9:06
  Chris
• 9:07
  and
• 9:07
  I
• 9:07
  can
• 9:07
  come
• 9:07
  down
• 9:07
  and
• 9:07
  see
• 9:08
  it.
• 9:08
  Grapevine's
• 9:09
  an
• 9:09
  exciting
• 9:09
  story.
• 9:10
  So
• 9:10
  actually,
• 9:10
  Grapevine
• 9:11
  was
• 9:11
  a
• 9:11
  club
• 9:11
  that
• 9:11
  was
• 9:11
  impacted
• 9:12
  by
• 9:12
  a
• 9:12
  natural
• 9:12
  disaster.
• 9:13
  Okay.
• 9:13
  And
• 9:14
  when
• 9:14
  we
• 9:14
  reopened
• 9:15
  it,
• 9:15
  when
• 9:15
  we
• 9:15
  rebuilt
• 9:16
  it,
• 9:16
  we
• 9:16
  made
• 9:16
  an
• 9:16
  intentional
• 9:17
  decision
• 9:17
  that
• 9:17
  we
• 9:17
  wanted
• 9:18
  this
• 9:18
  to
• 9:18
  be
• 9:18
  the
• 9:18
  first
• 9:19
  digital,
• 9:19
  first
• 9:20
  club.
• 9:20
  And
• 9:21
  so
• 9:21
  what
• 9:21
  we're
• 9:21
  talking
• 9:21
  about
• 9:21
  is
• 9:22
  this
• 9:22
  is
• 9:22
  a
• 9:22
  club
• 9:22
  that
• 9:22
  does
• 9:23
  not
• 9:23
  have
• 9:23
  registers
• 9:23
  at
• 9:23
  the
• 9:24
  front
• 9:24
  end.
• 9:24
  Yeah.
• 9:25
  The
• 9:25
  people
• 9:25
  are
• 9:25
  using
• 9:25
  scan
• 9:26
  and
• 9:26
  go
• 9:26
  to
• 9:26
  actually
• 9:27
  exit.
• 9:27
  And
• 9:27
  we
• 9:27
  pulled
• 9:28
  that
• 9:28
  digital
• 9:28
  theme
• 9:29
  through
• 9:29
  everything.
• 9:30
  So.
• 9:30
  So
• 9:30
  we're
• 9:30
  trying
• 9:30
  to
• 9:30
  figure
• 9:31
  out
• 9:31
  what
• 9:31
  does
• 9:31
  that
• 9:31
  experience
• 9:32
  look
• 9:32
  like?
• 9:32
  Because
• 9:32
  we
• 9:33
  Know
• 9:33
  that
• 9:33
  if
• 9:33
  we
• 9:33
  can
• 9:33
  take
• 9:34
  the
• 9:34
  technology
• 9:34
  and
• 9:35
  again
• 9:35
  we
• 9:35
  can
• 9:35
  power
• 9:36
  our
• 9:36
  people
• 9:36
  led
• 9:36
  philosophy,
• 9:37
  you're
• 9:37
  going
• 9:37
  to
• 9:37
  deliver
• 9:37
  a
• 9:38
  much
• 9:38
  better
• 9:38
  experience.
• 9:38
  So
• 9:38
  you're
• 9:38
  going
• 9:39
  to
• 9:39
  see
• 9:39
  an
• 9:39
  altered
• 9:39
  cafe
• 9:40
  where
• 9:40
  it's
• 9:40
  scan
• 9:41
  and
• 9:41
  go
• 9:41
  for
• 9:41
  the
• 9:41
  cafe
• 9:41
  and
• 9:42
  you
• 9:42
  can
• 9:42
  pick
• 9:42
  up
• 9:42
  the
• 9:42
  food
• 9:42
  when
• 9:43
  you're
• 9:43
  ready.
• 9:43
  You're
• 9:43
  going
• 9:43
  to
• 9:43
  see
• 9:44
  the
• 9:44
  cashierless
• 9:44
  front
• 9:44
  end.
• 9:45
  You're
• 9:45
  going
• 9:45
  to
• 9:45
  see
• 9:45
  things
• 9:46
  like
• 9:46
  computer
• 9:46
  vision,
• 9:47
  receiving
• 9:47
  in
• 9:47
  the
• 9:47
  back.
• 9:48
  You
• 9:48
  of
• 9:48
  course
• 9:48
  have
• 9:49
  your
• 9:49
  inventory
• 9:50
  intelligence
• 9:50
  where
• 9:51
  we're
• 9:51
  using
• 9:51
  our
• 9:52
  autonomous
• 9:52
  cleaners
• 9:53
  to
• 9:53
  go
• 9:53
  up
• 9:53
  and
• 9:53
  down
• 9:53
  the
• 9:54
  aisles,
• 9:54
  take
• 9:54
  pictures
• 9:55
  of
• 9:55
  items
• 9:55
  and
• 9:55
  then
• 9:55
  they
• 9:55
  can
• 9:56
  check
• 9:56
  in
• 9:56
  stock
• 9:57
  rates,
• 9:57
  location,
• 9:58
  price,
• 9:58
  sign,
• 9:58
  accuracy.
• 9:59
  And
• 9:59
  so
• 9:59
  our
• 10:00
  members
• 10:00
  have
• 10:00
  given
• 10:01
  us
• 10:01
  permission
• 10:01
  at
• 10:01
  this
• 10:01
  club
• 10:02
  to
• 10:02
  go
• 10:02
  a
• 10:02
  little
• 10:02
  bit
• 10:02
  further
• 10:03
  and
• 10:03
  really
• 10:03
  test
• 10:04
  out
• 10:04
  what
• 10:04
  the
• 10:04
  experience
• 10:05
  could
• 10:05
  be.
• 10:05
  So
• 10:06
  we're
• 10:06
  excited
• 10:06
  about
• 10:06
  it
• 10:06
  and
• 10:07
  we're
• 10:07
  continuing
• 10:07
  to
• 10:07
  evolve
• 10:07
  there
• 10:08
  too.
• 10:08
  Yeah,
• 10:08
  you're
• 10:08
  the
• 10:08
  best
• 10:09
  concept
• 10:09
  store
• 10:09
  retailer
• 10:10
  out
• 10:10
  there,
• 10:10
  bar
• 10:11
  none,
• 10:11
  in
• 10:11
  our
• 10:12
  opinion.
• 10:12
  So
• 10:12
  sorry.
• 10:13
  Lastly.
• 10:13
  So
• 10:14
  you're
• 10:14
  at
• 10:14
  nrf.
• 10:15
  Yeah.
• 10:15
  What
• 10:15
  tips
• 10:16
  and
• 10:16
  tricks
• 10:16
  do
• 10:16
  you
• 10:16
  have
• 10:16
  as
• 10:17
  a
• 10:17
  retail
• 10:17
  executive?
• 10:18
  Us
• 10:18
  having
• 10:18
  been
• 10:18
  former
• 10:19
  retail
• 10:19
  executives
• 10:19
  ourselves,
• 10:20
  having
• 10:20
  attended
• 10:21
  the
• 10:21
  show
• 10:21
  ourselves,
• 10:21
  there's
• 10:22
  different
• 10:22
  approaches,
• 10:22
  different
• 10:22
  strategies
• 10:23
  to
• 10:23
  get
• 10:23
  the
• 10:23
  most
• 10:23
  out
• 10:23
  of
• 10:24
  the
• 10:24
  show.
• 10:24
  What
• 10:24
  do
• 10:24
  you
• 10:24
  recommend
• 10:25
  for
• 10:25
  people?
• 10:26
  You
• 10:26
  know,
• 10:26
  I
• 10:26
  think
• 10:27
  it
• 10:27
  starts
• 10:27
  by
• 10:27
  looking
• 10:27
  inward.
• 10:28
  I
• 10:28
  think
• 10:28
  it
• 10:28
  starts
• 10:29
  by
• 10:29
  your
• 10:29
  question
• 10:29
  about,
• 10:30
  you
• 10:30
  know,
• 10:30
  how
• 10:30
  do
• 10:30
  you
• 10:30
  find
• 10:30
  these
• 10:31
  problems,
• 10:31
  figure
• 10:31
  out
• 10:31
  what
• 10:31
  problems
• 10:32
  are
• 10:32
  pressing.
• 10:33
  There's
• 10:33
  probably
• 10:33
  thousands
• 10:34
  of
• 10:34
  vendors
• 10:34
  here,
• 10:34
  right?
• 10:35
  Yeah.
• 10:35
  And
• 10:36
  that
• 10:36
  means
• 10:36
  there's
• 10:36
  thousands
• 10:36
  of
• 10:37
  people
• 10:37
  that
• 10:37
  are
• 10:37
  solving
• 10:37
  different
• 10:38
  problems
• 10:38
  and
• 10:38
  those
• 10:38
  problems
• 10:39
  may
• 10:39
  or
• 10:39
  may
• 10:39
  not
• 10:39
  be
• 10:40
  right
• 10:40
  for
• 10:40
  you
• 10:40
  and
• 10:40
  your
• 10:40
  business.
• 10:41
  So
• 10:41
  if
• 10:41
  you
• 10:41
  actually
• 10:42
  do
• 10:42
  the
• 10:42
  work
• 10:42
  beforehand
• 10:43
  and
• 10:43
  you
• 10:43
  say,
• 10:43
  where
• 10:44
  are
• 10:44
  we
• 10:44
  seeing
• 10:44
  the
• 10:44
  most
• 10:45
  friction?
• 10:45
  What's
• 10:45
  getting
• 10:45
  in
• 10:46
  the
• 10:46
  way
• 10:46
  of
• 10:46
  our
• 10:46
  corporate
• 10:47
  strategy,
• 10:47
  then
• 10:47
  you
• 10:48
  can
• 10:48
  really
• 10:48
  dial
• 10:48
  in
• 10:49
  what
• 10:49
  you're
• 10:49
  looking
• 10:49
  for
• 10:49
  and
• 10:50
  you
• 10:50
  can
• 10:50
  come
• 10:50
  here
• 10:50
  and
• 10:50
  you
• 10:50
  can
• 10:50
  find
• 10:51
  partners
• 10:51
  that
• 10:51
  will
• 10:51
  complement
• 10:52
  your
• 10:52
  existing
• 10:52
  suite
• 10:53
  and
• 10:53
  actually
• 10:53
  make
• 10:53
  an
• 10:54
  impact.
• 10:54
  So
• 10:54
  if
• 10:55
  I
• 10:55
  say
• 10:55
  that
• 10:55
  another
• 10:55
  way,
• 10:55
  so
• 10:56
  you
• 10:56
  say
• 10:56
  your
• 10:57
  recommendation
• 10:57
  would
• 10:57
  be.
• 10:57
  Be
• 10:57
  intentional
• 10:58
  with
• 10:58
  why
• 10:58
  you're
• 10:58
  here
• 10:59
  100%.
• 10:59
  And
• 10:59
  then
• 11:00
  also
• 11:00
  in
• 11:00
  that
• 11:00
  intention,
• 11:01
  look
• 11:01
  for
• 11:01
  new
• 11:01
  partners
• 11:02
  as
• 11:02
  well
• 11:02
  that
• 11:02
  you
• 11:02
  maybe
• 11:02
  haven't
• 11:03
  been
• 11:03
  acclimated
• 11:03
  towards
• 11:04
  as
• 11:04
  much
• 11:04
  as
• 11:05
  in
• 11:05
  the
• 11:05
  past
• 11:05
  versus
• 11:06
  like
• 11:06
  existing
• 11:06
  partners
• 11:07
  or
• 11:07
  both.
• 11:07
  No,
• 11:08
  I
• 11:08
  mean,
• 11:08
  it's
• 11:08
  both.
• 11:08
  But
• 11:09
  like
• 11:09
  the
• 11:10
  key
• 11:10
  is
• 11:10
  it's
• 11:10
  not
• 11:10
  about
• 11:10
  the
• 11:11
  partner,
• 11:11
  it's
• 11:11
  about
• 11:11
  the
• 11:11
  problem,
• 11:12
  it's
• 11:12
  about
• 11:12
  the
• 11:12
  member,
• 11:12
  it's
• 11:13
  about
• 11:13
  the
• 11:13
  associate,
• 11:13
  it's
• 11:13
  about
• 11:14
  the
• 11:14
  experience.
• 11:14
  Great
• 11:14
  point.
• 11:15
  And
• 11:15
  so
• 11:15
  what
• 11:15
  you're
• 11:15
  doing
• 11:15
  is
• 11:16
  you're
• 11:16
  looking
• 11:16
  for
• 11:16
  somebody
• 11:16
  that
• 11:17
  complements
• 11:18
  your
• 11:18
  suite,
• 11:18
  your
• 11:19
  skill
• 11:19
  set,
• 11:19
  your
• 11:19
  company
• 11:20
  that
• 11:20
  can
• 11:20
  deliver
• 11:21
  an
• 11:21
  outcome.
• 11:21
  You
• 11:21
  know
• 11:21
  the
• 11:21
  old
• 11:22
  saying
• 11:22
  in
• 11:22
  product,
• 11:22
  right?
• 11:23
  Outcomes
• 11:23
  over
• 11:23
  output,
• 11:24
  and
• 11:24
  that's
• 11:24
  the
• 11:24
  goal.
• 11:25
  Who
• 11:25
  can
• 11:25
  help
• 11:25
  you
• 11:25
  achieve
• 11:26
  the
• 11:26
  outcomes
• 11:26
  that
• 11:26
  are
• 11:27
  most
• 11:27
  important
• 11:27
  to
• 11:27
  your
• 11:27
  business
• 11:27
  model?
• 11:28
  Right.
• 11:29
  Well,
• 11:29
  Todd,
• 11:30
  thank
• 11:30
  you.
• 11:31
  This
• 11:31
  was
• 11:32
  the
• 11:32
  most
• 11:32
  fun
• 11:32
  that
• 11:33
  we've
• 11:33
  had
• 11:33
  in
• 11:35
  a
• 11:35
  transformed
• 11:36
  meat
• 11:36
  locker
• 11:37
  recording
• 11:37
  studio.
• 11:38
  I'm
• 11:38
  gonna
• 11:38
  come
• 11:39
  back
• 11:39
  and
• 11:39
  make
• 11:39
  sure
• 11:39
  I
• 11:39
  held
• 11:39
  that
• 11:39
  title.
• 11:40
  Yes,
• 11:40
  all
• 11:40
  right.
• 11:41
  I
• 11:41
  know.
• 11:41
  Because
• 11:41
  you're
• 11:42
  welcome
• 11:42
  back
• 11:42
  anytime.
• 11:43
  Tomorrow's
• 11:44
  a
• 11:44
  big
• 11:44
  day,
• 11:44
  too.
• 11:44
  We've
• 11:45
  got
• 11:45
  some
• 11:45
  more
• 11:45
  colleagues
• 11:46
  of
• 11:46
  yours
• 11:46
  showing
• 11:47
  up
• 11:47
  here
• 11:48
  at
• 11:48
  the
• 11:48
  Fusion
• 11:48
  group
• 11:49
  booth
• 11:49
  number
• 11:49
  4938.
• 11:51
  Come
• 11:51
  stop
• 11:51
  by.
• 11:52
  Chris
• 11:52
  and
• 11:52
  I
• 11:52
  will
• 11:52
  be
• 11:53
  here
• 11:53
  all
• 11:53
  day
• 11:53
  today,
• 11:54
  tomorrow
• 11:54
  and
• 11:55
  Tuesday.
• 11:56
  And
• 11:56
  until
• 11:57
  next
• 11:57
  time,
• 11:58
  be
• 11:58
  careful
• 11:58
  out
• 11:58
  there.