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Transcript

Greg Pulsifer on Sam's Club Approach to Digital Innovation & AI | NRF 2025 · Omni Talk Retail

• 0:00
  Welcome
• 0:00
  back,
• 0:00
  everyone.
• 0:01
  This
• 0:01
  is
• 0:01
  omnitalk
• 0:02
  Retail.
• 0:02
  I'm
• 0:02
  Anne
• 0:02
  Mazinga.
• 0:03
  I'm
• 0:03
  Chris
• 0:03
  Walton.
• 0:04
  And
• 0:04
  we
• 0:04
  are
• 0:04
  here
• 0:05
  live
• 0:05
  still.
• 0:06
  Chris.
• 0:07
  Yes.
• 0:07
  Still
• 0:07
  live.
• 0:08
  Still
• 0:08
  live.
• 0:08
  Still
• 0:09
  live.
• 0:09
  Kicking
• 0:10
  in
• 0:11
  booth
• 0:10
  4938,
• 0:12
  the
• 0:12
  Vision
• 0:13
  Group
• 0:13
  recording
• 0:14
  studio.
• 0:15
  Come
• 0:15
  stop
• 0:15
  by
• 0:16
  the
• 0:16
  booth.
• 0:16
  You
• 0:16
  can
• 0:16
  see
• 0:16
  us.
• 0:16
  Will
• 0:17
  still
• 0:17
  be
• 0:17
  here
• 0:17
  today
• 0:18
  and
• 0:18
  tomorrow,
• 0:19
  and
• 0:19
  we'd
• 0:20
  love
• 0:20
  to
• 0:20
  see
• 0:20
  you
• 0:20
  and
• 0:20
  come
• 0:20
  say
• 0:20
  hi.
• 0:21
  Thank
• 0:21
  you
• 0:21
  to
• 0:21
  everyone
• 0:22
  who's
• 0:22
  passed
• 0:22
  by
• 0:23
  already
• 0:23
  and
• 0:23
  checked
• 0:24
  in.
• 0:24
  It's
• 0:24
  been
• 0:24
  so
• 0:24
  great
• 0:25
  to
• 0:25
  see
• 0:25
  everybody
• 0:25
  and
• 0:25
  hear
• 0:26
  from
• 0:26
  everyone.
• 0:26
  It
• 0:26
  always
• 0:26
  means
• 0:26
  a
• 0:26
  lot
• 0:27
  whenever
• 0:27
  you
• 0:27
  guys
• 0:27
  stop
• 0:27
  by.
• 0:28
  So
• 0:28
  thanks
• 0:28
  to
• 0:28
  everyone
• 0:28
  that
• 0:28
  has.
• 0:29
  But
• 0:30
  now
• 0:30
  it's
• 0:30
  time
• 0:30
  for
• 0:31
  us
• 0:31
  to
• 0:31
  introduce
• 0:31
  our
• 0:31
  guest.
• 0:32
  Here,
• 0:32
  sitting
• 0:33
  between
• 0:33
  Chris
• 0:34
  and
• 0:34
  myself,
• 0:34
  is
• 0:34
  Greg
• 0:35
  Holzfer,
• 0:36
  Sam's
• 0:36
  Club's
• 0:37
  SVP
• 0:37
  of
• 0:37
  E
• 0:38
  Commerce.
• 0:38
  Greg,
• 0:38
  welcome
• 0:39
  to
• 0:39
  Omni.
• 0:40
  Thanks
• 0:40
  for
• 0:40
  having
• 0:40
  me
• 0:40
  on.
• 0:40
  I
• 0:41
  listen
• 0:41
  to
• 0:41
  your
• 0:41
  show
• 0:41
  all
• 0:41
  the
• 0:41
  time.
• 0:42
  Thank
• 0:42
  you,
• 0:42
  Brad.
• 0:43
  The
• 0:44
  Omni
• 0:44
  Awards
• 0:44
  is
• 0:44
  my
• 0:44
  favorite.
• 0:45
  My
• 0:45
  favorite
• 0:45
  episode.
• 0:46
  It's
• 0:46
  our
• 0:46
  favorite
• 0:46
  episode.
• 0:47
  You
• 0:47
  guys
• 0:47
  do
• 0:47
  awards
• 0:48
  throughout
• 0:48
  the.
• 0:49
  You
• 0:49
  guys
• 0:49
  do
• 0:49
  awards
• 0:49
  all
• 0:50
  the
• 0:50
  time?
• 0:50
  Yeah,
• 0:50
  every
• 0:51
  month.
• 0:51
  Yeah,
• 0:52
  we
• 0:52
  do.
• 0:52
  Yeah.
• 0:52
  The
• 0:52
  Omni
• 0:53
  stars
• 0:53
  the
• 0:53
  true
• 0:53
  people
• 0:53
  making
• 0:54
  a
• 0:54
  difference.
• 0:54
  I
• 0:54
  think
• 0:54
  it's
• 0:55
  great.
• 0:55
  For
• 0:55
  sure.
• 0:55
  All
• 0:55
  right,
• 0:55
  so
• 0:56
  let's
• 0:56
  start
• 0:56
  out.
• 0:56
  We
• 0:57
  always
• 0:57
  ask
• 0:57
  this
• 0:57
  question
• 0:58
  10
• 0:58
  when
• 0:59
  we
• 0:59
  start
• 0:59
  these
• 0:59
  conversations,
• 1:00
  but
• 1:00
  want
• 1:00
  to
• 1:00
  learn
• 1:00
  about
• 1:01
  your
• 1:01
  background
• 1:02
  and
• 1:02
  your
• 1:02
  role,
• 1:02
  so.
• 1:03
  And
• 1:03
  we'd
• 1:03
  love
• 1:03
  to
• 1:03
  hear
• 1:03
  about
• 1:04
  your
• 1:04
  background.
• 1:04
  We
• 1:04
  ask
• 1:04
  that
• 1:04
  question
• 1:04
  a
• 1:05
  lot.
• 1:05
  Sometimes
• 1:05
  people
• 1:05
  tell
• 1:05
  us,
• 1:06
  sometimes
• 1:06
  they
• 1:06
  don't.
• 1:06
  Sometimes
• 1:06
  they
• 1:07
  jump
• 1:07
  right
• 1:07
  into
• 1:07
  the
• 1:07
  role.
• 1:07
  Let's
• 1:08
  hear
• 1:08
  it.
• 1:08
  Yeah,
• 1:08
  I.
• 1:08
  I
• 1:09
  could
• 1:09
  probably
• 1:09
  fill
• 1:09
  the
• 1:09
  whole
• 1:10
  thing
• 1:10
  up
• 1:10
  with
• 1:10
  my
• 1:10
  background,
• 1:10
  but
• 1:11
  I'll
• 1:11
  be.
• 1:11
  I'll
• 1:11
  be
• 1:11
  relatively
• 1:12
  quick.
• 1:12
  Okay.
• 1:12
  So
• 1:13
  I
• 1:13
  have
• 1:13
  been
• 1:13
  in
• 1:14
  ecommerce
• 1:14
  for
• 1:14
  a
• 1:14
  long
• 1:14
  time.
• 1:14
  I
• 1:15
  started
• 1:15
  in
• 1:15
  the
• 1:15
  late
• 1:16
  90s.
• 1:16
  I
• 1:16
  kind
• 1:16
  of
• 1:16
  fell
• 1:16
  into
• 1:16
  it.
• 1:17
  Wow.
• 1:17
  Okay.
• 1:17
  Worked
• 1:18
  at
• 1:18
  a
• 1:18
  software
• 1:18
  company
• 1:19
  and
• 1:19
  we
• 1:20
  made
• 1:20
  software
• 1:20
  where
• 1:20
  you
• 1:20
  could
• 1:21
  translate
• 1:22
  Mac
• 1:22
  files
• 1:22
  on
• 1:23
  a
• 1:23
  PC,
• 1:23
  which
• 1:24
  is
• 1:24
  19.
• 1:25
  That
• 1:25
  was
• 1:25
  revolutionary.
• 1:26
  This
• 1:26
  was
• 1:26
  revolutionary.
• 1:27
  The
• 1:28
  front
• 1:28
  door.
• 1:28
  No,
• 1:28
  for
• 1:29
  sure.
• 1:29
  And
• 1:29
  then
• 1:29
  what?
• 1:30
  The
• 1:30
  way
• 1:30
  it
• 1:30
  would
• 1:30
  work
• 1:31
  is
• 1:31
  you
• 1:31
  would
• 1:32
  mail
• 1:32
  us
• 1:32
  a
• 1:33
  check
• 1:34
  and
• 1:34
  then
• 1:34
  we
• 1:34
  would
• 1:35
  send
• 1:35
  back
• 1:35
  an
• 1:36
  activation
• 1:36
  code.
• 1:37
  This
• 1:37
  is
• 1:37
  like
• 1:37
  bcg,
• 1:38
  like
• 1:39
  music
• 1:39
  house
• 1:40
  stuff
• 1:40
  we're
• 1:40
  talking
• 1:41
  about
• 1:41
  here.
• 1:41
  You
• 1:41
  know,
• 1:41
  we
• 1:41
  were
• 1:41
  young
• 1:42
  and
• 1:42
  we
• 1:42
  was
• 1:42
  like,
• 1:42
  hey,
• 1:43
  like,
• 1:43
  why
• 1:43
  don't
• 1:43
  we
• 1:43
  just
• 1:44
  let
• 1:44
  people
• 1:44
  put
• 1:44
  their
• 1:44
  credit
• 1:44
  card
• 1:45
  online?
• 1:45
  I've
• 1:45
  been
• 1:45
  reading
• 1:45
  about
• 1:46
  this
• 1:46
  E
• 1:46
  Commerce
• 1:47
  thing,
• 1:47
  and
• 1:47
  they're
• 1:47
  like,
• 1:47
  greg,
• 1:48
  that's
• 1:48
  stupid.
• 1:49
  No
• 1:49
  one's
• 1:49
  ever
• 1:49
  going
• 1:49
  to
• 1:49
  put
• 1:50
  their
• 1:50
  credit
• 1:50
  card
• 1:50
  online.
• 1:50
  It's
• 1:50
  not
• 1:51
  safe.
• 1:51
  So
• 1:51
  we
• 1:52
  were
• 1:52
  like.
• 1:52
  But
• 1:52
  like,
• 1:52
  you
• 1:52
  know,
• 1:52
  you
• 1:52
  guys
• 1:53
  figure
• 1:53
  it
• 1:53
  out.
• 1:53
  So
• 1:53
  a
• 1:53
  bunch
• 1:54
  of
• 1:54
  us
• 1:54
  got
• 1:54
  together
• 1:54
  after
• 1:54
  work
• 1:54
  and
• 1:55
  figured
• 1:55
  it
• 1:55
  out,
• 1:55
  and
• 1:55
  I.
• 1:55
  And
• 1:55
  I
• 1:56
  really,
• 1:56
  I
• 1:56
  fell
• 1:56
  into
• 1:56
  E
• 1:57
  commerce.
• 1:57
  I
• 1:57
  feel
• 1:57
  fortunate
• 1:58
  for
• 1:58
  that.
• 1:58
  So
• 1:58
  I've
• 1:58
  been
• 1:58
  in
• 1:58
  E
• 1:58
  commerce
• 1:59
  for
• 1:59
  a
• 1:59
  long
• 1:59
  time.
• 2:00
  After
• 2:00
  that
• 2:01
  I
• 2:01
  worked
• 2:02
  mostly
• 2:03
  in
• 2:03
  direct
• 2:03
  to
• 2:03
  consumer
• 2:04
  environments
• 2:05
  at
• 2:05
  branded
• 2:05
  manufacturers.
• 2:06
  Okay.
• 2:06
  So
• 2:07
  very
• 2:07
  early
• 2:08
  on
• 2:08
  at
• 2:09
  Puma
• 2:09
  we
• 2:09
  brought
• 2:09
  E
• 2:10
  Commerce.
• 2:10
  We
• 2:10
  were
• 2:10
  back.
• 2:10
  This
• 2:10
  is
• 2:11
  going
• 2:11
  to
• 2:11
  be
• 2:11
  like
• 2:11
  a
• 2:11
  bingo
• 2:12
  of
• 2:12
  old
• 2:12
  technology.
• 2:13
  But
• 2:14
  we
• 2:14
  brought
• 2:14
  our,
• 2:15
  we
• 2:15
  onboarded
• 2:16
  our
• 2:16
  e
• 2:16
  commerce
• 2:16
  businesses
• 2:17
  on
• 2:17
  Yahoo
• 2:17
  Shopping.
• 2:18
  Okay.
• 2:18
  Yahoo
• 2:18
  Shopping
• 2:19
  had
• 2:19
  a
• 2:19
  separate
• 2:19
  platform.
• 2:20
  We
• 2:20
  brought
• 2:20
  that
• 2:20
  on
• 2:21
  board.
• 2:21
  And
• 2:22
  then
• 2:22
  from
• 2:22
  there
• 2:22
  worked
• 2:22
  at
• 2:22
  New
• 2:23
  Balance.
• 2:23
  I
• 2:23
  was
• 2:24
  in
• 2:24
  the
• 2:24
  Boston
• 2:24
  area,
• 2:24
  so
• 2:24
  there's
• 2:24
  a
• 2:25
  lot
• 2:25
  of
• 2:25
  forward
• 2:25
  apparel.
• 2:26
  Worked
• 2:27
  at
• 2:27
  New
• 2:27
  Balance
• 2:28
  in
• 2:28
  a
• 2:28
  digital
• 2:28
  marketing
• 2:28
  environment.
• 2:29
  Actually
• 2:30
  back
• 2:30
  then
• 2:30
  it
• 2:30
  was
• 2:30
  called
• 2:30
  interactive
• 2:31
  marketing
• 2:32
  because
• 2:32
  digital
• 2:32
  wasn't
• 2:32
  a
• 2:33
  word.
• 2:33
  I
• 2:33
  was
• 2:33
  just
• 2:33
  talking
• 2:34
  about
• 2:34
  interactive
• 2:34
  with
• 2:34
  somebody
• 2:35
  yesterday.
• 2:35
  It
• 2:35
  was
• 2:35
  like
• 2:36
  I
• 2:36
  was
• 2:36
  an
• 2:36
  interactive
• 2:37
  producer.
• 2:37
  That's
• 2:38
  how
• 2:38
  I
• 2:38
  got
• 2:38
  on
• 2:39
  the
• 2:39
  projects
• 2:39
  at
• 2:39
  Target.
• 2:39
  Yeah.
• 2:40
  And
• 2:40
  then
• 2:41
  from
• 2:41
  there
• 2:41
  went
• 2:41
  to
• 2:42
  North
• 2:42
  Face,
• 2:43
  launched
• 2:43
  E
• 2:43
  Commerce
• 2:44
  at
• 2:44
  North
• 2:44
  Face
• 2:44
  to
• 2:44
  track
• 2:44
  the
• 2:44
  consumer
• 2:45
  environment
• 2:45
  and
• 2:46
  it
• 2:46
  was,
• 2:46
  was
• 2:46
  rocket
• 2:47
  ship.
• 2:47
  Business
• 2:47
  was
• 2:48
  super
• 2:48
  fun
• 2:48
  job.
• 2:49
  Still
• 2:49
  remember
• 2:49
  our
• 2:49
  first
• 2:50
  order.
• 2:50
  I
• 2:51
  won't
• 2:51
  tell
• 2:51
  you
• 2:51
  her
• 2:51
  whole
• 2:52
  name,
• 2:52
  but
• 2:52
  her
• 2:52
  name
• 2:52
  was
• 2:52
  Sarah.
• 2:53
  She
• 2:53
  placed
• 2:53
  it
• 2:53
  on
• 2:53
  August
• 2:54
  8.
• 2:54
  She
• 2:54
  bought
• 2:54
  a
• 2:54
  Borealis
• 2:55
  backpack.
• 2:56
  Just
• 2:56
  like
• 2:57
  that's
• 2:58
  seeing
• 2:58
  that
• 2:58
  happen.
• 2:59
  Not
• 2:59
  that
• 2:59
  I
• 2:59
  needed
• 3:00
  any
• 3:00
  more
• 3:01
  motivation
• 3:02
  for
• 3:02
  like
• 3:02
  this
• 3:03
  is
• 3:03
  a
• 3:03
  cool
• 3:03
  thing,
• 3:03
  I
• 3:03
  want
• 3:03
  to
• 3:03
  get
• 3:04
  involved
• 3:04
  in
• 3:04
  it.
• 3:04
  But
• 3:04
  that
• 3:04
  was
• 3:04
  like
• 3:05
  a
• 3:05
  shot
• 3:05
  of
• 3:05
  adrenaline.
• 3:06
  So
• 3:07
  did
• 3:07
  that
• 3:07
  for
• 3:07
  around
• 3:08
  10
• 3:08
  years.
• 3:09
  Spent
• 3:09
  a
• 3:09
  little
• 3:09
  bit
• 3:09
  of
• 3:09
  time
• 3:10
  in
• 3:10
  CPG
• 3:10
  and
• 3:10
  most
• 3:10
  recently
• 3:11
  was
• 3:11
  at
• 3:11
  Apple
• 3:12
  on
• 3:12
  the
• 3:12
  online
• 3:12
  store
• 3:13
  side.
• 3:13
  And
• 3:13
  now
• 3:13
  I'm
• 3:13
  at
• 3:13
  Sam's
• 3:14
  club
• 3:14
  and
• 3:14
  Wednesday
• 3:14
  is
• 3:15
  my
• 3:15
  one
• 3:15
  year
• 3:15
  anniversary.
• 3:16
  Congratulations.
• 3:17
  Happy
• 3:17
  anniversary.
• 3:18
  Celebrating
• 3:19
  it
• 3:19
  with
• 3:19
  you.
• 3:19
  Yes,
• 3:20
  Celebrating
• 3:20
  with
• 3:20
  us.
• 3:20
  Yes.
• 3:21
  Friends
• 3:21
  of
• 3:21
  Omnitalk.
• 3:23
  So
• 3:23
  what
• 3:24
  I
• 3:24
  do
• 3:24
  now.
• 3:24
  Yeah,
• 3:25
  yeah,
• 3:25
  yeah.
• 3:26
  So
• 3:26
  right
• 3:27
  now
• 3:27
  my
• 3:27
  team
• 3:27
  and
• 3:27
  I
• 3:27
  are
• 3:27
  responsible
• 3:28
  for
• 3:28
  the
• 3:28
  end
• 3:28
  to
• 3:28
  end
• 3:29
  digital
• 3:29
  experience
• 3:30
  at
• 3:30
  Sam's
• 3:30
  club.
• 3:31
  So
• 3:31
  everything
• 3:31
  from
• 3:32
  downloading
• 3:33
  the
• 3:33
  app
• 3:34
  to
• 3:34
  the
• 3:34
  experience
• 3:35
  that
• 3:35
  members
• 3:35
  have
• 3:36
  when
• 3:36
  they
• 3:36
  land
• 3:36
  on
• 3:37
  the
• 3:37
  app
• 3:37
  or
• 3:37
  on
• 3:38
  the
• 3:38
  homepage,
• 3:38
  wherever
• 3:38
  they
• 3:38
  land
• 3:39
  on
• 3:39
  the
• 3:39
  site,
• 3:39
  making
• 3:39
  sure
• 3:40
  that
• 3:40
  those
• 3:40
  experiences
• 3:40
  are
• 3:40
  curated,
• 3:41
  personalized.
• 3:42
  And
• 3:42
  then
• 3:43
  what
• 3:43
  I
• 3:43
  call
• 3:43
  like
• 3:43
  nuts
• 3:44
  and
• 3:44
  bolts,
• 3:44
  like
• 3:45
  navigation
• 3:45
  has
• 3:45
  to
• 3:45
  work.
• 3:46
  Okay.
• 3:46
  Search
• 3:47
  has
• 3:47
  to
• 3:47
  work.
• 3:47
  Getting
• 3:47
  you
• 3:48
  to
• 3:48
  the
• 3:48
  product
• 3:48
  detail
• 3:48
  page,
• 3:49
  making
• 3:49
  sure
• 3:49
  there's
• 3:49
  rich
• 3:49
  content,
• 3:50
  making
• 3:50
  sure
• 3:50
  that
• 3:50
  the
• 3:50
  product
• 3:51
  descriptions
• 3:51
  are
• 3:51
  right,
• 3:51
  making
• 3:51
  sure
• 3:52
  that
• 3:52
  member
• 3:52
  reviews
• 3:53
  are
• 3:53
  positive
• 3:53
  and
• 3:54
  helpful.
• 3:54
  Then
• 3:55
  getting
• 3:55
  you
• 3:55
  into
• 3:55
  the
• 3:55
  checkout
• 3:56
  and
• 3:56
  through
• 3:56
  the
• 3:56
  checkout
• 3:56
  and
• 3:57
  ultimately
• 3:57
  making
• 3:57
  sure
• 3:57
  that
• 3:58
  the
• 3:58
  order
• 3:58
  is
• 3:58
  delivered
• 3:59
  perfectly.
• 3:59
  Got
• 4:00
  it.
• 4:00
  So
• 4:00
  are
• 4:00
  you
• 4:00
  kind
• 4:00
  of
• 4:00
  the
• 4:00
  product
• 4:01
  head
• 4:01
  for
• 4:01
  E
• 4:01
  Commerce
• 4:01
  then?
• 4:02
  No,
• 4:02
  I'm
• 4:02
  the
• 4:03
  business
• 4:03
  lead.
• 4:03
  But
• 4:03
  we
• 4:03
  work.
• 4:04
  But
• 4:04
  it's
• 4:04
  a
• 4:04
  great
• 4:04
  question.
• 4:05
  I
• 4:05
  mean
• 4:05
  I
• 4:05
  feel
• 4:05
  like
• 4:05
  the
• 4:05
  best
• 4:06
  organizations,
• 4:07
  we're
• 4:07
  locked
• 4:08
  arm
• 4:08
  in
• 4:08
  arm
• 4:08
  with
• 4:08
  our
• 4:09
  product
• 4:09
  organization.
• 4:10
  They're
• 4:10
  in
• 4:10
  all
• 4:10
  of
• 4:10
  our
• 4:10
  meetings.
• 4:11
  I'm
• 4:11
  in
• 4:11
  all
• 4:11
  of
• 4:11
  their
• 4:11
  meetings.
• 4:12
  Okay,
• 4:12
  so,
• 4:12
  so
• 4:12
  does.
• 4:13
  Do
• 4:13
  you
• 4:13
  have
• 4:13
  merchandising
• 4:14
  too
• 4:14
  then?
• 4:14
  Or
• 4:14
  does
• 4:14
  merchandising.
• 4:15
  Yeah,
• 4:16
  so
• 4:16
  it's
• 4:16
  a
• 4:16
  great.
• 4:17
  So
• 4:17
  interesting
• 4:18
  structure.
• 4:18
  So
• 4:18
  we
• 4:18
  have
• 4:19
  a
• 4:19
  merchandising
• 4:19
  organization.
• 4:20
  Okay.
• 4:20
  Who
• 4:21
  they're
• 4:21
  omni
• 4:21
  merchants
• 4:22
  and
• 4:22
  they're
• 4:22
  responsible
• 4:22
  for
• 4:23
  buying
• 4:23
  products
• 4:23
  for.
• 4:24
  For
• 4:24
  all
• 4:24
  channels.
• 4:25
  We
• 4:25
  have
• 4:25
  digital
• 4:25
  merchants
• 4:26
  as
• 4:26
  well
• 4:26
  who
• 4:26
  bring
• 4:26
  those
• 4:26
  to
• 4:27
  life.
• 4:27
  Okay.
• 4:27
  So
• 4:27
  our
• 4:28
  Omni
• 4:28
  merchants,
• 4:28
  we
• 4:28
  have
• 4:28
  a,
• 4:29
  you
• 4:29
  know,
• 4:29
  Sam's
• 4:29
  club.
• 4:30
  We
• 4:30
  have
• 4:30
  a
• 4:30
  curated
• 4:30
  assortment
• 4:31
  of
• 4:31
  items.
• 4:33
  Make
• 4:34
  sure
• 4:34
  that
• 4:34
  those
• 4:34
  items
• 4:34
  can
• 4:35
  be
• 4:35
  purchased
• 4:35
  in
• 4:35
  any
• 4:35
  channel,
• 4:36
  wherever
• 4:36
  the
• 4:37
  member
• 4:37
  prefers.
• 4:38
  So
• 4:39
  curbside
• 4:40
  pickup,
• 4:40
  ship
• 4:40
  to
• 4:41
  home
• 4:41
  or
• 4:41
  delivery.
• 4:42
  And
• 4:43
  our
• 4:44
  E
• 4:44
  commerce
• 4:44
  merchants
• 4:45
  kind
• 4:45
  of
• 4:45
  bring
• 4:45
  that
• 4:45
  to
• 4:45
  life
• 4:47
  in
• 4:47
  partnership
• 4:48
  with
• 4:48
  our
• 4:48
  overall
• 4:48
  merchants.
• 4:49
  Got
• 4:49
  it.
• 4:49
  Okay,
• 4:49
  cool.
• 4:50
  All
• 4:50
  right,
• 4:50
  good.
• 4:50
  Gotta
• 4:50
  ask
• 4:50
  that
• 4:50
  question.
• 4:51
  And
• 4:51
  is
• 4:52
  the
• 4:52
  assortment
• 4:52
  that
• 4:53
  you're
• 4:53
  pulling
• 4:53
  together
• 4:54
  then
• 4:55
  is
• 4:55
  that
• 4:55
  a
• 4:56
  separate
• 4:56
  assortment
• 4:56
  then
• 4:57
  for
• 4:58
  in
• 4:58
  store
• 4:58
  versus
• 4:59
  online?
• 4:59
  I
• 4:59
  mean
• 5:00
  especially
• 5:00
  I
• 5:00
  think
• 5:01
  as
• 5:01
  it's
• 5:01
  feels
• 5:02
  like
• 5:02
  more
• 5:02
  consumers
• 5:03
  are
• 5:03
  used
• 5:03
  to
• 5:03
  shopping
• 5:04
  Sam's.
• 5:04
  I
• 5:04
  feel
• 5:04
  like
• 5:05
  in
• 5:05
  the
• 5:05
  store,
• 5:05
  in
• 5:06
  the
• 5:06
  club,
• 5:06
  they're
• 5:06
  used
• 5:06
  to
• 5:07
  going
• 5:07
  in
• 5:07
  that
• 5:07
  way.
• 5:08
  But
• 5:08
  now
• 5:08
  so
• 5:08
  much
• 5:09
  more
• 5:09
  has
• 5:09
  kind
• 5:10
  of
• 5:10
  started
• 5:10
  like
• 5:10
  your
• 5:10
  shopping
• 5:11
  experience
• 5:11
  has
• 5:11
  started
• 5:11
  online.
• 5:12
  And
• 5:13
  there's
• 5:13
  other
• 5:14
  things
• 5:14
  available
• 5:14
  that
• 5:14
  you
• 5:15
  can
• 5:15
  offer
• 5:15
  like
• 5:15
  extend
• 5:16
  the
• 5:16
  aisle
• 5:16
  online.
• 5:17
  How
• 5:17
  do
• 5:17
  you
• 5:18
  think
• 5:18
  about
• 5:18
  kind
• 5:18
  of
• 5:18
  the
• 5:18
  curation
• 5:19
  of
• 5:19
  both
• 5:19
  of
• 5:19
  those
• 5:20
  assortments
• 5:20
  and
• 5:20
  identifying
• 5:21
  what
• 5:21
  should
• 5:22
  be
• 5:22
  where?
• 5:22
  Yeah,
• 5:22
  I
• 5:22
  love
• 5:22
  this
• 5:23
  question.
• 5:23
  We
• 5:23
  are
• 5:23
  an
• 5:23
  omnichannel
• 5:24
  retailer,
• 5:25
  so
• 5:25
  our
• 5:25
  merchants
• 5:25
  are
• 5:26
  buying
• 5:26
  wherever
• 5:27
  we
• 5:27
  want
• 5:27
  to
• 5:28
  support
• 5:28
  our
• 5:28
  member
• 5:28
  however
• 5:28
  they
• 5:29
  want
• 5:29
  to
• 5:29
  shop.
• 5:29
  Okay.
• 5:29
  And
• 5:30
  I've
• 5:30
  got
• 5:30
  a
• 5:30
  great.
• 5:30
  This
• 5:30
  is
• 5:30
  an
• 5:31
  Omni
• 5:31
  Talk
• 5:32
  discussion.
• 5:32
  I
• 5:32
  have
• 5:32
  a
• 5:32
  great
• 5:32
  Omni
• 5:33
  stat
• 5:33
  for
• 5:33
  you.
• 5:34
  Let's
• 5:34
  have
• 5:34
  the
• 5:35
  stats.
• 5:36
  Omni
• 5:36
  stat.
• 5:37
  Why
• 5:37
  are
• 5:37
  you
• 5:37
  holding
• 5:37
  back
• 5:38
  on
• 5:38
  us,
• 5:38
  Greg?
• 5:39
  Sound
• 5:39
  effect
• 5:39
  for
• 5:39
  this.
• 5:39
  So
• 5:40
  Omni
• 5:40
  stat.
• 5:40
  More
• 5:41
  than
• 5:41
  half.
• 5:41
  And
• 5:41
  this
• 5:41
  is
• 5:42
  a
• 5:42
  good
• 5:42
  one
• 5:42
  too.
• 5:42
  I
• 5:42
  don't
• 5:42
  know.
• 5:42
  I'm
• 5:42
  not
• 5:42
  overselling
• 5:43
  this.
• 5:43
  Okay.
• 5:44
  Okay.
• 5:44
  You're
• 5:44
  in
• 5:44
  the
• 5:45
  know.
• 5:45
  So
• 5:45
  more
• 5:45
  than
• 5:45
  half
• 5:46
  of
• 5:46
  our
• 5:46
  E
• 5:46
  commerce
• 5:46
  orders
• 5:47
  are
• 5:48
  fulfilled
• 5:48
  from
• 5:48
  a
• 5:48
  club.
• 5:49
  Okay.
• 5:50
  So
• 5:50
  the
• 5:50
  definition
• 5:51
  of
• 5:51
  omni.
• 5:51
  So
• 5:51
  going
• 5:52
  back
• 5:52
  to
• 5:52
  your
• 5:52
  point
• 5:52
  of
• 5:54
  where
• 5:54
  does
• 5:54
  like
• 5:55
  how
• 5:55
  does
• 5:55
  the
• 5:55
  assortment
• 5:56
  work?
• 5:56
  Right.
• 5:56
  It
• 5:57
  works
• 5:57
  in
• 5:57
  ultimate
• 5:58
  convenience.
• 5:58
  However,
• 5:59
  our
• 5:59
  members
• 5:59
  want
• 6:00
  to
• 6:00
  get
• 6:00
  that
• 6:00
  item.
• 6:00
  We
• 6:00
  want
• 6:00
  to
• 6:01
  make
• 6:01
  sure
• 6:01
  that
• 6:01
  we
• 6:01
  can
• 6:02
  support
• 6:02
  them
• 6:02
  for
• 6:03
  that.
• 6:03
  Now
• 6:04
  we
• 6:04
  do
• 6:04
  have
• 6:05
  an
• 6:05
  online,
• 6:05
  a
• 6:06
  smaller
• 6:06
  online
• 6:06
  only
• 6:07
  assortment
• 6:07
  like
• 6:07
  Treasure
• 6:07
  Hunty
• 6:10
  we
• 6:10
  know
• 6:10
  members
• 6:10
  love
• 6:11
  and
• 6:11
  that
• 6:12
  has
• 6:12
  really
• 6:12
  driven
• 6:12
  my
• 6:13
  team
• 6:13
  on
• 6:13
  the
• 6:13
  digital
• 6:14
  merchant
• 6:14
  side.
• 6:14
  Sure
• 6:15
  plays
• 6:15
  a
• 6:15
  large
• 6:15
  part
• 6:15
  in
• 6:16
  that.
• 6:16
  So
• 6:16
  we're
• 6:16
  doing
• 6:16
  research.
• 6:17
  We
• 6:17
  have
• 6:17
  a
• 6:17
  new
• 6:18
  category
• 6:18
  called
• 6:18
  new
• 6:18
  and
• 6:19
  trending.
• 6:19
  Okay.
• 6:20
  So
• 6:20
  we're
• 6:20
  looking
• 6:20
  at
• 6:20
  social
• 6:20
  Media,
• 6:21
  we're
• 6:21
  looking
• 6:21
  at
• 6:21
  member
• 6:22
  feedback
• 6:22
  through
• 6:22
  search,
• 6:23
  we're
• 6:23
  looking
• 6:23
  at
• 6:23
  what's
• 6:24
  going
• 6:24
  on
• 6:24
  and
• 6:24
  we
• 6:24
  see
• 6:24
  if
• 6:24
  we
• 6:24
  can
• 6:24
  source
• 6:25
  those
• 6:25
  items.
• 6:25
  And
• 6:25
  we
• 6:25
  have
• 6:25
  an
• 6:26
  online
• 6:26
  only
• 6:26
  assortment
• 6:27
  that
• 6:27
  is
• 6:28
  an
• 6:28
  opportunity
• 6:28
  for
• 6:29
  us
• 6:29
  to
• 6:29
  just
• 6:29
  again,
• 6:29
  differentiate
• 6:30
  from
• 6:31
  what
• 6:31
  we're
• 6:31
  doing
• 6:32
  across
• 6:32
  the
• 6:32
  rest
• 6:32
  of
• 6:32
  the
• 6:32
  organization
• 6:33
  and
• 6:33
  give
• 6:34
  members
• 6:34
  that
• 6:34
  like,
• 6:34
  again,
• 6:34
  that
• 6:35
  treasure
• 6:35
  hunt
• 6:36
  opportunity
• 6:37
  and
• 6:37
  excitement,
• 6:38
  freshness,
• 6:38
  bring
• 6:39
  people
• 6:39
  back
• 6:39
  to
• 6:39
  the
• 6:39
  site
• 6:40
  every
• 6:40
  month.
• 6:41
  So,
• 6:41
  you
• 6:41
  know,
• 6:41
  retail
• 6:41
  fresh
• 6:42
  is
• 6:42
  super
• 6:42
  important.
• 6:44
  How
• 6:44
  do
• 6:44
  you
• 6:44
  think
• 6:44
  about
• 6:45
  driving
• 6:45
  people
• 6:46
  to
• 6:46
  that
• 6:46
  assortment?
• 6:47
  Like,
• 6:47
  because
• 6:47
  it's
• 6:47
  got
• 6:48
  to
• 6:48
  be
• 6:48
  different
• 6:48
  than,
• 6:49
  you
• 6:49
  know,
• 6:50
  especially
• 6:50
  if
• 6:50
  you
• 6:50
  mentioned
• 6:51
  like
• 6:51
  social
• 6:51
  and
• 6:52
  if
• 6:52
  this
• 6:52
  might
• 6:52
  be
• 6:52
  outside
• 6:53
  of
• 6:53
  kind
• 6:53
  of
• 6:53
  where
• 6:54
  you
• 6:54
  oversee
• 6:55
  things.
• 6:55
  But
• 6:55
  how
• 6:56
  do
• 6:56
  you
• 6:56
  think
• 6:56
  about
• 6:56
  like
• 6:57
  getting
• 6:57
  people
• 6:58
  one
• 6:58
  to
• 6:58
  the
• 6:58
  site
• 6:59
  and
• 6:59
  then
• 6:59
  two
• 6:59
  to
• 7:00
  kind
• 7:00
  of
• 7:00
  help
• 7:00
  inspire
• 7:01
  that
• 7:01
  treasure
• 7:01
  hunt
• 7:01
  when
• 7:01
  they're
• 7:02
  not
• 7:02
  walking
• 7:02
  through
• 7:03
  a
• 7:03
  club
• 7:03
  and
• 7:03
  they're
• 7:04
  like
• 7:04
  sampling
• 7:05
  something
• 7:05
  or
• 7:05
  whatever.
• 7:06
  Yeah.
• 7:06
  I
• 7:06
  think
• 7:06
  this
• 7:07
  is
• 7:07
  the
• 7:07
  beauty
• 7:07
  of
• 7:07
  Sam's,
• 7:07
  where
• 7:08
  all
• 7:08
  of
• 7:08
  our
• 7:08
  arms
• 7:08
  are
• 7:08
  locked
• 7:09
  together.
• 7:09
  So
• 7:09
  we
• 7:10
  have
• 7:10
  a
• 7:10
  membership
• 7:10
  team.
• 7:11
  When
• 7:11
  the
• 7:11
  membership
• 7:12
  team,
• 7:12
  there's
• 7:12
  an
• 7:12
  onboarding
• 7:13
  component.
• 7:13
  When
• 7:13
  someone
• 7:14
  becomes
• 7:14
  a
• 7:14
  member.
• 7:15
  Part
• 7:15
  of
• 7:15
  that
• 7:15
  onboarding
• 7:16
  component
• 7:16
  is,
• 7:16
  hey,
• 7:17
  do
• 7:17
  you
• 7:17
  have
• 7:17
  the
• 7:17
  app?
• 7:18
  Right.
• 7:19
  You
• 7:19
  should
• 7:19
  download
• 7:19
  the
• 7:19
  app.
• 7:19
  And
• 7:19
  then
• 7:20
  downloading
• 7:20
  the
• 7:20
  app
• 7:20
  is
• 7:21
  a
• 7:21
  tool
• 7:21
  and
• 7:21
  Scan
• 7:22
  and
• 7:22
  Go
• 7:22
  is
• 7:22
  a
• 7:22
  big
• 7:22
  part.
• 7:22
  I've
• 7:23
  heard
• 7:23
  you
• 7:23
  guys
• 7:23
  talk
• 7:23
  about
• 7:23
  Scan
• 7:23
  and
• 7:23
  Go
• 7:24
  before.
• 7:24
  We
• 7:24
  can
• 7:24
  talk
• 7:24
  about
• 7:24
  that
• 7:25
  in
• 7:25
  a
• 7:25
  minute
• 7:25
  if
• 7:25
  you'd
• 7:25
  like.
• 7:25
  But
• 7:26
  that
• 7:26
  element
• 7:26
  of
• 7:27
  getting
• 7:27
  our
• 7:27
  members
• 7:27
  digitally
• 7:28
  engaged
• 7:29
  happens
• 7:29
  right
• 7:30
  from
• 7:30
  the
• 7:30
  beginning.
• 7:31
  And
• 7:31
  then
• 7:32
  our
• 7:32
  strategy
• 7:32
  going
• 7:32
  forward
• 7:33
  is
• 7:33
  again
• 7:33
  making
• 7:34
  sure
• 7:34
  that
• 7:34
  we're
• 7:34
  creating
• 7:35
  personalized
• 7:35
  and
• 7:35
  curated
• 7:36
  experiences
• 7:36
  on
• 7:37
  the
• 7:37
  site
• 7:37
  so
• 7:38
  new
• 7:38
  and
• 7:38
  trending
• 7:39
  may
• 7:39
  show
• 7:39
  up
• 7:40
  in
• 7:40
  different
• 7:40
  parts
• 7:41
  of
• 7:42
  the
• 7:42
  merchandising
• 7:43
  flow
• 7:43
  based
• 7:44
  on
• 7:45
  how
• 7:45
  you
• 7:45
  engage.
• 7:46
  Buying
• 7:46
  behavior
• 7:46
  is.
• 7:47
  Right.
• 7:47
  Right.
• 7:47
  So
• 7:48
  basically
• 7:48
  you're
• 7:48
  trying
• 7:48
  to
• 7:48
  funnel
• 7:48
  the
• 7:48
  traffic
• 7:49
  wherever
• 7:49
  it's
• 7:49
  most
• 7:49
  important
• 7:50
  to
• 7:50
  that
• 7:51
  particular
• 7:51
  customer.
• 7:52
  Yeah.
• 7:52
  And
• 7:52
  then
• 7:52
  we
• 7:52
  use
• 7:52
  data
• 7:53
  and
• 7:53
  AI
• 7:53
  to
• 7:54
  try
• 7:54
  to
• 7:54
  figure
• 7:54
  out,
• 7:54
  like,
• 7:55
  are
• 7:55
  there
• 7:55
  any
• 7:55
  insights
• 7:56
  based
• 7:56
  on
• 7:56
  your
• 7:56
  purchase
• 7:57
  frequency,
• 7:57
  your
• 7:58
  purchase
• 7:58
  behavior
• 7:58
  that
• 7:59
  would
• 7:59
  make
• 7:59
  you
• 7:59
  more
• 7:59
  inclined,
• 8:00
  like
• 8:01
  not
• 8:01
  distract
• 8:01
  you
• 8:01
  from
• 8:02
  your
• 8:02
  mission,
• 8:03
  but
• 8:03
  also
• 8:03
  maybe
• 8:04
  send
• 8:04
  you
• 8:04
  a
• 8:04
  little
• 8:04
  wink,
• 8:04
  like,
• 8:05
  hey,
• 8:05
  have
• 8:05
  you
• 8:05
  seen
• 8:05
  this?
• 8:06
  And
• 8:07
  we
• 8:07
  use
• 8:07
  our.
• 8:08
  Again,
• 8:08
  a
• 8:09
  lot
• 8:09
  of
• 8:09
  the
• 8:09
  marketing
• 8:09
  messaging
• 8:10
  that
• 8:10
  we
• 8:10
  have
• 8:10
  and
• 8:10
  a
• 8:10
  lot
• 8:11
  of
• 8:11
  the
• 8:11
  tools
• 8:11
  that
• 8:11
  we
• 8:11
  use
• 8:11
  to
• 8:12
  draw
• 8:12
  awareness
• 8:13
  around
• 8:13
  that.
• 8:13
  Especially
• 8:14
  the
• 8:14
  engaged
• 8:14
  Scan
• 8:14
  and
• 8:15
  Go
• 8:15
  customers
• 8:15
  too.
• 8:15
  Yeah,
• 8:16
  I
• 8:16
  was
• 8:16
  going
• 8:16
  to
• 8:16
  say
• 8:17
  that's
• 8:17
  got
• 8:17
  to
• 8:17
  play
• 8:17
  into
• 8:18
  it
• 8:18
  too.
• 8:18
  The
• 8:18
  fact
• 8:18
  that
• 8:18
  you're
• 8:19
  paying
• 8:19
  people
• 8:19
  back
• 8:20
  by
• 8:20
  enabling
• 8:21
  Scan
• 8:21
  and
• 8:21
  Go
• 8:21
  experiences
• 8:22
  in
• 8:22
  store
• 8:23
  gives
• 8:23
  me
• 8:23
  more
• 8:23
  incentive
• 8:24
  to
• 8:25
  download
• 8:25
  the
• 8:25
  app
• 8:26
  when
• 8:26
  I'm
• 8:26
  becoming
• 8:26
  a
• 8:27
  member
• 8:27
  too.
• 8:27
  Yeah.
• 8:28
  Scan
• 8:28
  and
• 8:28
  Go
• 8:28
  is
• 8:28
  unbelievable.
• 8:29
  Our
• 8:30
  members
• 8:30
  love
• 8:30
  Scan
• 8:30
  and
• 8:30
  Go.
• 8:31
  It
• 8:31
  has
• 8:31
  a
• 8:31
  90
• 8:31
  NPS.
• 8:32
  Wow.
• 8:32
  Which
• 8:33
  is
• 8:33
  pretty
• 8:33
  incredible.
• 8:34
  And
• 8:34
  when
• 8:34
  we
• 8:34
  talk
• 8:34
  about
• 8:35
  scan
• 8:35
  and
• 8:35
  go
• 8:35
  internally,
• 8:35
  a
• 8:36
  huge
• 8:36
  opportunity
• 8:36
  for
• 8:37
  us
• 8:37
  is
• 8:37
  that.
• 8:38
  Again,
• 8:38
  I
• 8:38
  have
• 8:38
  another
• 8:39
  omnistat
• 8:39
  for
• 8:39
  you.
• 8:39
  I'm
• 8:40
  gonna
• 8:41
  bring
• 8:41
  this
• 8:41
  one
• 8:41
  up.
• 8:41
  I
• 8:41
  mean,
• 8:42
  we
• 8:42
  two
• 8:42
  in
• 8:42
  one
• 8:42
  joke.
• 8:43
  We
• 8:43
  do
• 8:44
  need
• 8:44
  some
• 8:44
  sort
• 8:45
  of
• 8:45
  graphic.
• 8:45
  Right.
• 8:46
  You
• 8:46
  should
• 8:46
  have
• 8:46
  warned
• 8:47
  us
• 8:47
  that
• 8:47
  you
• 8:47
  were
• 8:48
  gonna
• 8:48
  bring
• 8:48
  the
• 8:48
  stat.
• 8:48
  I
• 8:49
  will
• 8:49
  tell
• 8:49
  you
• 8:49
  that.
• 8:49
  I
• 8:50
  think
• 8:50
  this
• 8:50
  one's
• 8:50
  even
• 8:50
  better
• 8:50
  than
• 8:50
  the
• 8:50
  first
• 8:51
  one.
• 8:52
  Storytelling.
• 8:52
  First
• 8:52
  one
• 8:53
  was
• 8:53
  pretty
• 8:53
  good.
• 8:53
  I'm
• 8:53
  building.
• 8:54
  All
• 8:54
  right.
• 8:55
  So
• 8:56
  our
• 8:56
  members
• 8:56
  are
• 8:57
  extremely
• 8:57
  omni.
• 8:58
  Right?
• 8:58
  Yeah.
• 8:59
  We
• 8:59
  just
• 8:59
  talked
• 8:59
  about
• 9:00
  the
• 9:00
  fact
• 9:00
  that
• 9:00
  we
• 9:00
  buy
• 9:01
  for
• 9:01
  wherever
• 9:02
  the
• 9:02
  member
• 9:02
  wants
• 9:03
  to
• 9:03
  get.
• 9:03
  So
• 9:03
  41%
• 9:05
  of
• 9:05
  our
• 9:05
  in
• 9:05
  club
• 9:06
  shoppers.
• 9:06
  So
• 9:07
  people
• 9:07
  walked
• 9:08
  in
• 9:08
  the
• 9:08
  club,
• 9:09
  have
• 9:09
  visited
• 9:09
  our
• 9:10
  site
• 9:10
  or
• 9:10
  app
• 9:11
  a
• 9:11
  week
• 9:11
  before
• 9:11
  making
• 9:12
  a
• 9:12
  purchase.
• 9:13
  Which
• 9:13
  is
• 9:13
  cool,
• 9:13
  right?
• 9:13
  Which
• 9:14
  is.
• 9:14
  Okay.
• 9:14
  Wow.
• 9:15
  Drives
• 9:15
  37%
• 9:16
  of
• 9:16
  our
• 9:16
  in
• 9:16
  club
• 9:16
  business.
• 9:18
  So
• 9:18
  pretty
• 9:19
  incredible,
• 9:19
  right?
• 9:19
  So
• 9:20
  to
• 9:20
  be
• 9:20
  able.
• 9:20
  These
• 9:20
  are
• 9:20
  all.
• 9:21
  This
• 9:21
  is
• 9:21
  like
• 9:21
  behavior
• 9:21
  that
• 9:22
  you're
• 9:22
  like.
• 9:22
  Yeah,
• 9:22
  well,
• 9:22
  of
• 9:22
  course,
• 9:23
  people
• 9:23
  like
• 9:23
  research
• 9:24
  online
• 9:24
  to
• 9:24
  be
• 9:25
  able
• 9:25
  to
• 9:25
  back
• 9:25
  it
• 9:25
  up
• 9:25
  with
• 9:25
  data.
• 9:25
  And
• 9:26
  then
• 9:26
  what
• 9:26
  gets
• 9:26
  measured
• 9:27
  gets
• 9:27
  managed.
• 9:28
  So
• 9:28
  then
• 9:28
  you
• 9:28
  can
• 9:28
  start
• 9:28
  to
• 9:29
  say,
• 9:29
  okay,
• 9:29
  well,
• 9:30
  if
• 9:30
  we
• 9:30
  know
• 9:30
  this
• 9:30
  is
• 9:30
  the
• 9:31
  behavior
• 9:31
  that
• 9:31
  our
• 9:31
  members
• 9:32
  want,
• 9:32
  you
• 9:32
  know,
• 9:33
  they
• 9:33
  don't
• 9:33
  see
• 9:33
  the
• 9:33
  org
• 9:33
  charts.
• 9:33
  They
• 9:34
  see
• 9:34
  Sam's.
• 9:34
  They
• 9:34
  don't
• 9:34
  see
• 9:35
  channels.
• 9:35
  Right.
• 9:36
  They
• 9:36
  see
• 9:36
  Sam's.
• 9:37
  So
• 9:37
  how
• 9:37
  do
• 9:37
  we
• 9:37
  start
• 9:37
  to
• 9:38
  use
• 9:38
  that
• 9:38
  data
• 9:38
  to
• 9:38
  start
• 9:39
  to
• 9:39
  create
• 9:39
  those
• 9:39
  amazing
• 9:40
  experiences
• 9:40
  for
• 9:40
  members?
• 9:41
  And
• 9:41
  no
• 9:41
  convenience.
• 9:41
  We.
• 9:42
  If
• 9:42
  you
• 9:42
  want
• 9:42
  to
• 9:42
  get
• 9:42
  that
• 9:42
  item
• 9:42
  shipped
• 9:43
  to
• 9:43
  home,
• 9:43
  we
• 9:43
  can
• 9:43
  do
• 9:43
  that.
• 9:44
  If
• 9:44
  you
• 9:44
  want
• 9:44
  to
• 9:45
  have
• 9:45
  it
• 9:45
  come
• 9:45
  from
• 9:45
  a
• 9:45
  club,
• 9:46
  we
• 9:46
  can
• 9:46
  do
• 9:46
  that.
• 9:46
  But
• 9:47
  the
• 9:47
  combination
• 9:47
  of
• 9:48
  the
• 9:48
  two
• 9:48
  and
• 9:48
  using
• 9:49
  scan
• 9:49
  and
• 9:49
  go
• 9:49
  as
• 9:50
  that
• 9:50
  connective
• 9:50
  tissue
• 9:51
  between
• 9:51
  the
• 9:51
  digital
• 9:51
  and
• 9:51
  the
• 9:52
  physical
• 9:52
  world,
• 9:52
  where
• 9:53
  we
• 9:53
  can
• 9:53
  start
• 9:53
  to
• 9:53
  give
• 9:54
  you
• 9:54
  personalized
• 9:54
  recommendations
• 9:55
  based
• 9:56
  on
• 9:56
  what
• 9:56
  you're
• 9:56
  doing
• 9:56
  online.
• 9:57
  Literally,
• 9:58
  in
• 9:58
  your
• 9:58
  hand
• 9:59
  when
• 9:59
  you're
• 9:59
  in
• 9:59
  the
• 9:59
  club
• 9:59
  is
• 9:59
  like
• 10:00
  the
• 10:00
  definition
• 10:00
  of
• 10:00
  omnichannel.
• 10:01
  And
• 10:01
  you
• 10:01
  can
• 10:01
  do
• 10:02
  that.
• 10:02
  And
• 10:02
  that's
• 10:02
  pretty
• 10:02
  cool.
• 10:02
  And
• 10:03
  then
• 10:03
  I'll
• 10:03
  end
• 10:03
  with
• 10:04
  the
• 10:04
  final
• 10:04
  part
• 10:04
  of
• 10:04
  that
• 10:04
  is
• 10:05
  it's
• 10:05
  like
• 10:05
  a
• 10:05
  flywheel.
• 10:06
  It
• 10:06
  fuels
• 10:07
  all
• 10:07
  of
• 10:07
  that
• 10:08
  in
• 10:08
  store
• 10:09
  data
• 10:09
  that
• 10:10
  we're
• 10:10
  collecting.
• 10:10
  And
• 10:10
  the
• 10:10
  behavior
• 10:11
  from
• 10:11
  our
• 10:11
  members
• 10:12
  is
• 10:12
  fueling
• 10:12
  what
• 10:13
  we
• 10:13
  want
• 10:13
  to
• 10:13
  do
• 10:14
  going
• 10:14
  forward
• 10:14
  from
• 10:14
  a
• 10:14
  personalization
• 10:15
  engine.
• 10:15
  So
• 10:15
  next
• 10:15
  time
• 10:16
  you're
• 10:16
  researching
• 10:16
  that
• 10:16
  product
• 10:17
  online,
• 10:18
  you're
• 10:18
  gonna
• 10:18
  get
• 10:18
  a
• 10:19
  personalized
• 10:19
  recognition
• 10:19
  based
• 10:19
  on
• 10:20
  what
• 10:20
  you
• 10:20
  did
• 10:20
  in
• 10:20
  the
• 10:20
  club
• 10:20
  and
• 10:20
  vice
• 10:21
  versa.
• 10:21
  Right.
• 10:22
  That's
• 10:22
  what's
• 10:22
  always
• 10:22
  been
• 10:22
  really
• 10:22
  impressive
• 10:23
  to
• 10:23
  me,
• 10:23
  is
• 10:23
  the
• 10:23
  data
• 10:24
  that
• 10:24
  you
• 10:24
  guys
• 10:24
  are
• 10:24
  collecting
• 10:25
  about
• 10:25
  how
• 10:25
  people
• 10:25
  are
• 10:26
  actually
• 10:26
  shopping
• 10:26
  both
• 10:27
  online
• 10:27
  and
• 10:27
  in
• 10:28
  store,
• 10:28
  which
• 10:28
  is
• 10:29
  fundamental
• 10:29
  to,
• 10:29
  like,
• 10:29
  scan
• 10:30
  and
• 10:30
  go
• 10:30
  at
• 10:30
  its
• 10:30
  core
• 10:31
  too.
• 10:31
  And
• 10:31
  the
• 10:31
  Usage
• 10:31
  rate,
• 10:32
  they
• 10:32
  said
• 10:32
  yesterday.
• 10:33
  We
• 10:33
  had
• 10:34
  Todd
• 10:34
  on
• 10:34
  yesterday,
• 10:34
  Todd
• 10:35
  Garner.
• 10:35
  He
• 10:35
  said
• 10:35
  the
• 10:35
  usage
• 10:36
  rate
• 10:36
  is
• 10:36
  30%.
• 10:37
  30%?
• 10:38
  Roughly
• 10:38
  one
• 10:38
  in
• 10:39
  three.
• 10:39
  Todd's
• 10:40
  a
• 10:40
  great
• 10:40
  partner,
• 10:40
  by
• 10:40
  the
• 10:40
  way.
• 10:41
  Work
• 10:41
  with
• 10:41
  him
• 10:41
  on
• 10:41
  talking
• 10:41
  about
• 10:42
  that.
• 10:42
  Yeah,
• 10:42
  you
• 10:42
  gotta
• 10:42
  say
• 10:42
  that.
• 10:43
  If
• 10:43
  you
• 10:44
  don't.
• 10:44
  Yeah,
• 10:45
  he
• 10:45
  will.
• 10:46
  All
• 10:46
  right,
• 10:46
  so
• 10:47
  let's
• 10:48
  shift
• 10:48
  gears
• 10:48
  here
• 10:48
  a
• 10:48
  little
• 10:48
  bit.
• 10:49
  So
• 10:49
  you're
• 10:49
  at
• 10:49
  nrf.
• 10:50
  Yes.
• 10:50
  You.
• 10:50
  You
• 10:51
  just
• 10:51
  came
• 10:51
  off
• 10:51
  stage,
• 10:52
  right?
• 10:52
  Just
• 10:52
  came
• 10:52
  off
• 10:52
  stage,
• 10:53
  yes.
• 10:53
  What
• 10:53
  did
• 10:54
  you
• 10:54
  share?
• 10:54
  What
• 10:54
  did
• 10:54
  you
• 10:54
  tell
• 10:54
  the
• 10:55
  audience?
• 10:55
  So
• 10:56
  we
• 10:56
  gave
• 10:56
  an
• 10:57
  update
• 10:57
  on
• 10:57
  personalization.
• 10:59
  So
• 10:59
  we
• 10:59
  talked
• 11:00
  a
• 11:00
  lot
• 11:00
  about
• 11:00
  AI
• 11:01
  and
• 11:01
  how
• 11:01
  AI
• 11:01
  is
• 11:01
  driving
• 11:02
  our
• 11:02
  personalization.
• 11:03
  Talked
• 11:03
  a
• 11:03
  lot
• 11:03
  about
• 11:03
  omnichannel,
• 11:04
  talked
• 11:04
  a
• 11:04
  lot
• 11:04
  about
• 11:04
  Scan
• 11:05
  and
• 11:05
  Go.
• 11:05
  So
• 11:05
  it
• 11:05
  was
• 11:05
  a
• 11:06
  nice
• 11:06
  opportunity
• 11:06
  to
• 11:07
  get
• 11:07
  the
• 11:07
  word
• 11:07
  out
• 11:07
  there
• 11:08
  on
• 11:08
  those
• 11:08
  capabilities.
• 11:09
  And
• 11:09
  what
• 11:09
  can
• 11:10
  you
• 11:10
  tell
• 11:10
  us
• 11:10
  more?
• 11:10
  Like,
• 11:11
  what
• 11:12
  specific
• 11:12
  things
• 11:12
  did
• 11:12
  you
• 11:12
  say
• 11:13
  to
• 11:13
  the
• 11:13
  audience?
• 11:14
  I
• 11:14
  think
• 11:15
  for
• 11:15
  us,
• 11:16
  the
• 11:16
  framework
• 11:17
  of
• 11:17
  personalization,
• 11:18
  I
• 11:18
  think
• 11:18
  personalization
• 11:18
  is
• 11:19
  like
• 11:19
  a
• 11:19
  nebulous
• 11:19
  term.
• 11:19
  Yeah.
• 11:20
  Digital
• 11:21
  personalization.
• 11:21
  Don't
• 11:22
  get
• 11:22
  Chris
• 11:22
  into
• 11:22
  it.
• 11:23
  It's
• 11:23
  a
• 11:23
  very
• 11:24
  sensitive
• 11:25
  term.
• 11:25
  Will
• 11:26
  we
• 11:26
  personalize?
• 11:26
  Okay,
• 11:27
  well,
• 11:27
  what
• 11:27
  does
• 11:27
  that
• 11:27
  mean?
• 11:28
  So
• 11:28
  I
• 11:28
  really
• 11:28
  have
• 11:28
  a
• 11:29
  webpage.
• 11:29
  Yeah,
• 11:29
  exactly.
• 11:30
  I
• 11:30
  wanted
• 11:30
  to
• 11:30
  make
• 11:30
  sure.
• 11:30
  And
• 11:31
  it's
• 11:31
  like.
• 11:31
  And
• 11:31
  it's
• 11:31
  just,
• 11:31
  like,
• 11:32
  really
• 11:32
  good
• 11:32
  retail,
• 11:32
  too,
• 11:32
  right?
• 11:33
  It
• 11:33
  is,
• 11:34
  yes.
• 11:34
  But
• 11:34
  I
• 11:34
  was,
• 11:35
  you
• 11:35
  know,
• 11:35
  did
• 11:35
  a
• 11:35
  lot
• 11:35
  of
• 11:35
  planning
• 11:36
  for
• 11:36
  it,
• 11:36
  and
• 11:36
  I
• 11:36
  really
• 11:36
  wanted
• 11:36
  to
• 11:36
  try
• 11:37
  to
• 11:37
  break
• 11:37
  it
• 11:37
  down
• 11:37
  for
• 11:37
  the
• 11:37
  audience.
• 11:38
  So
• 11:38
  I
• 11:38
  love
• 11:39
  frameworks
• 11:39
  and
• 11:39
  structure.
• 11:40
  I'm
• 11:40
  a
• 11:40
  huge
• 11:41
  fan
• 11:41
  of,
• 11:41
  like,
• 11:41
  breaking
• 11:41
  things.
• 11:42
  Yeah,
• 11:42
  yeah,
• 11:43
  yeah.
• 11:43
  So
• 11:43
  just
• 11:44
  briefly
• 11:44
  broke
• 11:45
  it
• 11:45
  into
• 11:45
  three
• 11:45
  parts.
• 11:45
  Okay.
• 11:46
  Acquisition,
• 11:47
  experience,
• 11:47
  and
• 11:47
  retention.
• 11:48
  On
• 11:48
  the
• 11:48
  acquisition
• 11:48
  side,
• 11:49
  probably
• 11:49
  the
• 11:49
  toughest
• 11:49
  part
• 11:49
  for
• 11:49
  us
• 11:50
  because
• 11:50
  we
• 11:50
  don't
• 11:50
  really
• 11:50
  know
• 11:50
  you
• 11:50
  yet,
• 11:51
  but
• 11:51
  we
• 11:51
  do
• 11:52
  know
• 11:52
  what
• 11:52
  works
• 11:52
  for
• 11:52
  our
• 11:52
  members.
• 11:53
  So
• 11:53
  then
• 11:53
  we
• 11:53
  try
• 11:53
  to
• 11:54
  tailor
• 11:54
  that
• 11:54
  message
• 11:55
  to
• 11:56
  our
• 11:56
  members
• 11:56
  based
• 11:56
  on
• 11:56
  what
• 11:56
  we
• 11:57
  know
• 11:57
  works
• 11:57
  for
• 11:57
  other
• 11:57
  members.
• 11:58
  Yeah.
• 11:58
  Once
• 11:58
  we
• 11:59
  get
• 11:59
  you
• 11:59
  and
• 11:59
  we
• 11:59
  can
• 12:00
  engage
• 12:00
  you,
• 12:00
  we
• 12:01
  personalize
• 12:01
  everything
• 12:01
  from
• 12:02
  the
• 12:03
  message
• 12:03
  to
• 12:05
  the
• 12:05
  imagery
• 12:06
  to
• 12:06
  the
• 12:06
  tone
• 12:06
  in
• 12:07
  which
• 12:07
  we
• 12:07
  speak
• 12:07
  to
• 12:07
  you,
• 12:07
  which
• 12:07
  is
• 12:08
  pretty.
• 12:08
  Pretty
• 12:08
  cool.
• 12:09
  With
• 12:09
  a
• 12:09
  goal
• 12:09
  of
• 12:09
  getting
• 12:09
  you
• 12:10
  engaged,
• 12:10
  and
• 12:10
  then
• 12:10
  on
• 12:10
  the
• 12:10
  retention
• 12:11
  side,
• 12:11
  making
• 12:11
  sure
• 12:11
  that
• 12:12
  we're
• 12:12
  keeping
• 12:12
  you
• 12:12
  engaged,
• 12:13
  keeping
• 12:14
  you
• 12:14
  retained,
• 12:14
  rather
• 12:15
  by
• 12:16
  leaning
• 12:16
  into.
• 12:17
  To
• 12:17
  convenience
• 12:18
  and
• 12:19
  making
• 12:19
  sure
• 12:19
  that
• 12:19
  the
• 12:20
  members
• 12:20
  are
• 12:20
  getting
• 12:20
  the
• 12:20
  most
• 12:21
  out
• 12:21
  of
• 12:21
  their
• 12:21
  membership
• 12:21
  based
• 12:22
  on
• 12:22
  their
• 12:22
  personal
• 12:22
  actions.
• 12:23
  And
• 12:23
  then
• 12:24
  with
• 12:24
  a
• 12:24
  goal
• 12:24
  of
• 12:24
  that,
• 12:25
  the
• 12:25
  membership
• 12:25
  is
• 12:26
  going
• 12:26
  to
• 12:26
  pay
• 12:26
  for
• 12:26
  itself
• 12:26
  multiple
• 12:27
  times
• 12:27
  over.
• 12:27
  So
• 12:28
  we
• 12:28
  look
• 12:28
  at
• 12:28
  breaking
• 12:29
  it
• 12:29
  out
• 12:29
  into
• 12:29
  those
• 12:30
  three
• 12:30
  is
• 12:30
  a
• 12:30
  pretty
• 12:31
  easy
• 12:31
  way
• 12:31
  to
• 12:32
  digest
• 12:33
  from
• 12:34
  a
• 12:34
  communication
• 12:34
  standpoint
• 12:35
  to
• 12:35
  our
• 12:35
  teams
• 12:36
  to
• 12:36
  our
• 12:36
  leadership.
• 12:37
  And
• 12:37
  then
• 12:37
  from
• 12:38
  a
• 12:38
  member
• 12:38
  standpoint,
• 12:38
  I
• 12:39
  talk
• 12:39
  to
• 12:39
  the
• 12:39
  team
• 12:39
  all
• 12:39
  the
• 12:39
  time.
• 12:40
  What
• 12:40
  gets
• 12:40
  measured,
• 12:40
  gets
• 12:40
  managed.
• 12:41
  And
• 12:41
  breaking
• 12:41
  it
• 12:41
  out
• 12:42
  into
• 12:42
  Those
• 12:42
  three
• 12:42
  steps
• 12:43
  and
• 12:43
  having
• 12:43
  strategies
• 12:44
  around
• 12:44
  each
• 12:44
  of
• 12:45
  those
• 12:45
  and
• 12:45
  data
• 12:45
  to
• 12:45
  form
• 12:46
  those
• 12:46
  strategies
• 12:46
  has
• 12:46
  been
• 12:47
  a
• 12:47
  big
• 12:47
  win
• 12:47
  for
• 12:47
  us.
• 12:47
  That
• 12:48
  was
• 12:48
  going
• 12:48
  to
• 12:48
  be
• 12:48
  my
• 12:48
  next
• 12:48
  question
• 12:49
  for
• 12:49
  you
• 12:49
  actually.
• 12:49
  And
• 12:49
  I
• 12:49
  think
• 12:50
  I
• 12:50
  know
• 12:50
  the
• 12:50
  answer
• 12:50
  is
• 12:50
  having
• 12:51
  talked
• 12:51
  to
• 12:51
  other
• 12:51
  Sam's
• 12:52
  Club
• 12:52
  executives
• 12:52
  over
• 12:52
  the
• 12:53
  years,
• 12:53
  but
• 12:53
  how
• 12:54
  do
• 12:54
  you
• 12:54
  measure,
• 12:54
  what
• 12:54
  measurements
• 12:55
  do
• 12:55
  you
• 12:55
  use
• 12:56
  to
• 12:56
  evaluate
• 12:56
  how
• 12:56
  you're
• 12:57
  doing
• 12:57
  along
• 12:57
  those
• 12:57
  three
• 12:57
  steps?
• 12:58
  Because
• 12:58
  we
• 12:58
  love
• 12:58
  the
• 12:59
  retail
• 12:59
  executives
• 12:59
  learn
• 13:00
  from
• 13:00
  you
• 13:00
  guys.
• 13:00
  Yeah,
• 13:01
  well,
• 13:01
  so
• 13:01
  we're,
• 13:02
  we're,
• 13:03
  you
• 13:03
  know,
• 13:03
  we're
• 13:04
  super
• 13:04
  unique.
• 13:04
  Right.
• 13:04
  People
• 13:05
  pay
• 13:05
  to
• 13:05
  shop
• 13:05
  with
• 13:05
  us.
• 13:06
  So
• 13:06
  we're
• 13:06
  a
• 13:06
  membership
• 13:07
  based
• 13:07
  business.
• 13:08
  So
• 13:08
  everything
• 13:08
  is
• 13:08
  about
• 13:09
  membership
• 13:09
  membership.
• 13:10
  So
• 13:10
  at
• 13:10
  the
• 13:10
  highest
• 13:11
  levels
• 13:11
  we
• 13:11
  look
• 13:11
  at
• 13:12
  like
• 13:13
  new
• 13:13
  members
• 13:13
  and
• 13:14
  retain
• 13:14
  members
• 13:14
  or
• 13:14
  we
• 13:15
  know
• 13:15
  if
• 13:15
  we
• 13:15
  give
• 13:15
  people
• 13:15
  a
• 13:16
  great
• 13:16
  experience,
• 13:17
  they're
• 13:17
  gonna,
• 13:17
  they're
• 13:18
  gonna
• 13:18
  be
• 13:18
  like
• 13:18
  this
• 13:18
  is
• 13:18
  a,
• 13:18
  this
• 13:19
  membership
• 13:19
  is
• 13:20
  like
• 13:20
  I
• 13:20
  mentioned
• 13:20
  on
• 13:20
  the
• 13:20
  retain
• 13:21
  side.
• 13:21
  Like
• 13:21
  the
• 13:21
  membership
• 13:22
  should
• 13:22
  try
• 13:22
  to
• 13:22
  pay
• 13:22
  for
• 13:22
  itself
• 13:23
  multiple
• 13:23
  times
• 13:23
  over.
• 13:23
  So
• 13:24
  we
• 13:24
  look,
• 13:24
  ultimately
• 13:24
  look
• 13:24
  at
• 13:24
  that
• 13:25
  and
• 13:25
  then
• 13:25
  a
• 13:25
  lot
• 13:25
  of
• 13:25
  times
• 13:26
  honestly
• 13:26
  it's,
• 13:27
  it's
• 13:27
  the
• 13:27
  standard
• 13:28
  metrics
• 13:28
  that
• 13:28
  you
• 13:28
  would
• 13:28
  look
• 13:29
  at
• 13:29
  for
• 13:29
  success
• 13:29
  like
• 13:31
  click
• 13:31
  throughs,
• 13:33
  conversion
• 13:33
  rate,
• 13:34
  spend
• 13:35
  units
• 13:35
  per
• 13:35
  transaction,
• 13:36
  net
• 13:36
  promoter
• 13:37
  score.
• 13:37
  And
• 13:37
  that's
• 13:38
  what
• 13:38
  you
• 13:38
  measure.
• 13:38
  Always
• 13:38
  talk
• 13:39
  about,
• 13:39
  which
• 13:39
  I'm
• 13:39
  always
• 13:39
  impressed.
• 13:40
  Totally.
• 13:40
  I
• 13:40
  think.
• 13:40
  And
• 13:41
  I've,
• 13:41
  like
• 13:41
  I
• 13:41
  said,
• 13:41
  I
• 13:42
  listen
• 13:42
  to
• 13:42
  your
• 13:42
  show
• 13:42
  all
• 13:42
  the
• 13:42
  time
• 13:43
  and
• 13:43
  you've
• 13:43
  had
• 13:43
  other
• 13:43
  Walmart
• 13:44
  folks
• 13:44
  on
• 13:44
  and
• 13:44
  you
• 13:44
  talk
• 13:45
  about
• 13:45
  it.
• 13:45
  But
• 13:45
  we,
• 13:45
  what's
• 13:46
  impressive
• 13:46
  about
• 13:46
  our
• 13:47
  organization
• 13:47
  is
• 13:47
  we
• 13:48
  measure
• 13:48
  every
• 13:49
  part
• 13:49
  of
• 13:50
  the
• 13:50
  buy
• 13:50
  flow,
• 13:51
  every
• 13:51
  engagement.
• 13:52
  So
• 13:52
  from
• 13:52
  the
• 13:52
  second
• 13:52
  we
• 13:53
  talk
• 13:53
  to
• 13:53
  you
• 13:53
  to
• 13:54
  the
• 13:54
  second
• 13:54
  your
• 13:54
  order
• 13:55
  arrives,
• 13:55
  there
• 13:55
  is
• 13:56
  a
• 13:56
  metric
• 13:56
  and
• 13:56
  a
• 13:56
  stat.
• 13:57
  Some
• 13:57
  of
• 13:57
  them
• 13:57
  are
• 13:57
  standard
• 13:58
  metrics
• 13:58
  that
• 13:58
  you
• 13:58
  look
• 13:58
  at
• 13:58
  and
• 13:59
  some
• 13:59
  of
• 13:59
  their
• 13:59
  proprietary
• 14:00
  metrics
• 14:00
  based
• 14:00
  on
• 14:01
  things
• 14:01
  that
• 14:02
  we
• 14:02
  do
• 14:02
  inside
• 14:03
  based
• 14:03
  on
• 14:03
  unique
• 14:04
  data
• 14:04
  that
• 14:04
  we
• 14:04
  have
• 14:04
  that's
• 14:04
  a
• 14:05
  competitive
• 14:05
  advantage
• 14:05
  secret
• 14:06
  sauce
• 14:06
  that
• 14:06
  we
• 14:07
  can
• 14:07
  look
• 14:07
  at
• 14:07
  each
• 14:07
  of
• 14:07
  those
• 14:07
  steps
• 14:08
  of
• 14:08
  the
• 14:08
  way
• 14:08
  to
• 14:08
  see
• 14:08
  if
• 14:08
  there's
• 14:08
  a
• 14:09
  problem.
• 14:09
  We
• 14:09
  meet
• 14:10
  on
• 14:10
  Mondays.
• 14:12
  We
• 14:12
  are
• 14:12
  completely
• 14:13
  exposed.
• 14:13
  Our
• 14:14
  slide
• 14:14
  goes
• 14:14
  up
• 14:14
  on
• 14:14
  the
• 14:14
  screen
• 14:15
  in
• 14:15
  front
• 14:15
  of
• 14:15
  our
• 14:15
  CEO
• 14:16
  and
• 14:16
  our
• 14:16
  leadership
• 14:16
  team.
• 14:16
  With
• 14:16
  every
• 14:17
  metric
• 14:17
  that
• 14:17
  we
• 14:17
  have,
• 14:18
  there
• 14:18
  is
• 14:18
  nowhere
• 14:18
  to
• 14:18
  hide.
• 14:19
  So
• 14:20
  each
• 14:20
  of
• 14:20
  those
• 14:21
  steps
• 14:21
  of
• 14:21
  the
• 14:21
  way,
• 14:21
  if
• 14:21
  there's
• 14:22
  a
• 14:22
  metric
• 14:22
  and
• 14:22
  our
• 14:22
  business
• 14:22
  has
• 14:22
  been
• 14:23
  great,
• 14:23
  we
• 14:23
  report
• 14:23
  on
• 14:24
  this.
• 14:24
  It's
• 14:24
  been,
• 14:24
  it's
• 14:24
  been
• 14:25
  an
• 14:25
  awesome
• 14:25
  year.
• 14:25
  And
• 14:26
  we
• 14:26
  report
• 14:26
  on
• 14:26
  each
• 14:26
  of
• 14:27
  those
• 14:27
  metrics
• 14:27
  in
• 14:27
  that
• 14:27
  meeting.
• 14:28
  And
• 14:28
  the
• 14:28
  ones
• 14:29
  they
• 14:29
  don't
• 14:29
  really
• 14:29
  want
• 14:29
  to
• 14:29
  talk
• 14:29
  about
• 14:30
  the
• 14:30
  good
• 14:30
  metrics,
• 14:30
  they
• 14:30
  want
• 14:30
  to
• 14:30
  talk
• 14:31
  about
• 14:31
  the
• 14:31
  ones
• 14:31
  to
• 14:31
  fix.
• 14:31
  Yeah,
• 14:32
  yeah.
• 14:32
  So
• 14:33
  the
• 14:33
  I
• 14:33
  always
• 14:33
  go
• 14:34
  the
• 14:34
  rest
• 14:35
  always
• 14:36
  something
• 14:36
  retail.
• 14:36
  There's
• 14:37
  always
• 14:37
  something
• 14:37
  to
• 14:37
  chase.
• 14:37
  It's
• 14:38
  a
• 14:38
  forever
• 14:38
  optimized
• 14:38
  business.
• 14:38
  Yes.
• 14:40
  Retail
• 14:40
  is
• 14:40
  detailed.
• 14:41
  Another
• 14:41
  one
• 14:41
  of
• 14:41
  my
• 14:42
  favorite
• 14:42
  lines.
• 14:43
  Well,
• 14:44
  Greg,
• 14:44
  I
• 14:44
  wanna
• 14:44
  touch
• 14:45
  on
• 14:45
  something
• 14:45
  that
• 14:45
  you
• 14:45
  mentioned
• 14:46
  specifically
• 14:47
  around
• 14:47
  personalization
• 14:48
  and
• 14:49
  the
• 14:49
  Scan
• 14:49
  and
• 14:49
  Go
• 14:50
  experience.
• 14:51
  How
• 14:51
  are
• 14:51
  you
• 14:51
  doing
• 14:52
  that?
• 14:52
  Or
• 14:52
  I
• 14:52
  guess
• 14:53
  what's
• 14:53
  different
• 14:53
  about
• 14:54
  how
• 14:54
  you
• 14:54
  are
• 14:55
  serving
• 14:55
  up
• 14:55
  content
• 14:56
  when
• 14:56
  I'm
• 14:56
  shopping
• 14:57
  online,
• 14:58
  like
• 14:58
  you
• 14:58
  said,
• 14:59
  I'm
• 15:00
  preparing
• 15:01
  for
• 15:01
  my
• 15:02
  Sam's
• 15:02
  trip
• 15:03
  and
• 15:03
  then
• 15:03
  the
• 15:04
  Scan
• 15:04
  and
• 15:04
  Go
• 15:05
  experience
• 15:05
  when
• 15:06
  I'm
• 15:06
  on
• 15:06
  my
• 15:06
  phone
• 15:07
  shopping
• 15:07
  in
• 15:07
  the
• 15:07
  store.
• 15:09
  I'm
• 15:09
  sure
• 15:09
  there's
• 15:09
  some
• 15:09
  minutia
• 15:10
  there
• 15:10
  that
• 15:10
  we
• 15:11
  can
• 15:11
  get
• 15:11
  into
• 15:11
  here
• 15:12
  about
• 15:12
  how
• 15:12
  you're
• 15:12
  doing
• 15:12
  that.
• 15:13
  Yeah.
• 15:13
  I'll
• 15:13
  just
• 15:13
  explain
• 15:14
  it
• 15:14
  at
• 15:14
  a
• 15:14
  high
• 15:14
  level.
• 15:14
  I
• 15:14
  think
• 15:15
  right
• 15:15
  now
• 15:16
  we
• 15:17
  know
• 15:17
  you're
• 15:17
  in
• 15:17
  the
• 15:17
  club,
• 15:18
  we
• 15:18
  can
• 15:18
  identify
• 15:19
  what
• 15:19
  club
• 15:19
  you're
• 15:19
  in.
• 15:19
  Right.
• 15:20
  And
• 15:20
  that's
• 15:20
  a
• 15:20
  big
• 15:20
  win.
• 15:21
  We
• 15:21
  also
• 15:21
  have
• 15:21
  gentle
• 15:22
  cues
• 15:22
  along
• 15:23
  the
• 15:23
  way
• 15:23
  in
• 15:23
  the
• 15:24
  shopping
• 15:24
  experience
• 15:24
  where
• 15:24
  there'll
• 15:25
  be
• 15:25
  an
• 15:25
  extra
• 15:25
  discount
• 15:26
  if
• 15:26
  you
• 15:26
  Scan
• 15:26
  and
• 15:26
  Go.
• 15:26
  I'm
• 15:27
  sure
• 15:27
  you've
• 15:27
  seen
• 15:27
  it
• 15:27
  in
• 15:27
  our
• 15:27
  clubs.
• 15:28
  Right.
• 15:28
  It's
• 15:28
  an
• 15:28
  extra.
• 15:29
  Could
• 15:29
  be
• 15:29
  like
• 15:30
  a
• 15:30
  promotion
• 15:30
  based
• 15:30
  on
• 15:30
  using
• 15:31
  Scan
• 15:31
  and
• 15:31
  Go,
• 15:32
  which
• 15:32
  is
• 15:32
  a
• 15:32
  great
• 15:32
  way
• 15:33
  to
• 15:33
  get
• 15:33
  people
• 15:33
  to
• 15:34
  adopt
• 15:34
  it
• 15:34
  and
• 15:34
  use
• 15:34
  it.
• 15:35
  But
• 15:35
  it's
• 15:35
  also
• 15:36
  collecting
• 15:36
  data.
• 15:37
  Yes.
• 15:37
  We
• 15:37
  know
• 15:37
  we're
• 15:38
  in
• 15:38
  the
• 15:38
  club
• 15:38
  that
• 15:38
  they're
• 15:39
  scanning
• 15:39
  it.
• 15:39
  We
• 15:39
  know
• 15:39
  what
• 15:39
  they're
• 15:39
  scanning
• 15:40
  it.
• 15:40
  And
• 15:40
  then
• 15:40
  that
• 15:41
  can
• 15:41
  help
• 15:41
  with
• 15:41
  the
• 15:41
  personalization
• 15:42
  piece.
• 15:42
  Because.
• 15:42
  Because
• 15:42
  if
• 15:42
  we
• 15:43
  know
• 15:43
  one
• 15:43
  item
• 15:43
  is
• 15:44
  next
• 15:44
  to
• 15:44
  another
• 15:44
  item,
• 15:44
  then
• 15:45
  maybe
• 15:45
  there's
• 15:45
  an
• 15:45
  opportunity
• 15:46
  to
• 15:46
  show
• 15:46
  that
• 15:46
  on
• 15:46
  a
• 15:46
  digital
• 15:47
  format.
• 15:47
  Right.
• 15:48
  And
• 15:48
  even
• 15:48
  I
• 15:48
  would
• 15:48
  imagine,
• 15:49
  like,
• 15:49
  how
• 15:49
  much
• 15:50
  incentive
• 15:51
  it
• 15:51
  takes
• 15:51
  to
• 15:51
  get
• 15:51
  somebody
• 15:52
  to
• 15:52
  pull
• 15:52
  up
• 15:52
  Scan
• 15:53
  and
• 15:53
  go.
• 15:53
  Right?
• 15:53
  Yeah,
• 15:54
  100%.
• 15:54
  Right.
• 15:55
  So
• 15:55
  I
• 15:55
  want
• 15:55
  to
• 15:55
  nerd
• 15:55
  out
• 15:55
  for
• 15:55
  a
• 15:56
  little
• 15:56
  bit.
• 15:56
  Just
• 15:56
  go
• 15:56
  on
• 15:56
  my
• 15:56
  E
• 15:57
  commerce
• 15:57
  back
• 15:57
  because
• 15:57
  you
• 15:58
  still
• 15:58
  get
• 15:58
  the
• 15:58
  chance
• 15:59
  to
• 15:59
  talk
• 15:59
  to
• 15:59
  folks
• 15:59
  like
• 15:59
  you.
• 16:00
  So
• 16:00
  I'm
• 16:00
  curious,
• 16:00
  like,
• 16:00
  is
• 16:00
  there
• 16:01
  anything.
• 16:01
  So
• 16:01
  when
• 16:02
  I'm
• 16:02
  like
• 16:02
  when
• 16:02
  I'm
• 16:02
  in
• 16:03
  with
• 16:03
  the
• 16:03
  Scan
• 16:04
  and
• 16:04
  Go
• 16:04
  app
• 16:05
  as
• 16:05
  an
• 16:05
  E
• 16:05
  commerce
• 16:06
  leader,
• 16:06
  is
• 16:06
  there
• 16:06
  anything
• 16:07
  that
• 16:07
  you're
• 16:07
  particularly
• 16:07
  focused
• 16:08
  on
• 16:08
  that's
• 16:08
  more
• 16:08
  important
• 16:09
  to
• 16:09
  get
• 16:10
  right
• 16:10
  than
• 16:10
  say
• 16:10
  a
• 16:10
  traditional
• 16:10
  E
• 16:11
  commerce
• 16:11
  experience?
• 16:11
  Like,
• 16:11
  traditional
• 16:12
  e
• 16:12
  commerce
• 16:12
  experience,
• 16:13
  you
• 16:13
  gotta
• 16:13
  get
• 16:13
  checkout,
• 16:14
  right?
• 16:14
  Yeah.
• 16:14
  You
• 16:15
  gotta
• 16:15
  have
• 16:15
  an
• 16:15
  awesome
• 16:15
  pdp.
• 16:16
  Is
• 16:16
  there
• 16:16
  anything
• 16:16
  in
• 16:16
  the.
• 16:16
  In.
• 16:17
  When
• 16:17
  I'm
• 16:17
  in
• 16:17
  the
• 16:18
  store
• 16:18
  with
• 16:18
  that
• 16:18
  app,
• 16:18
  is
• 16:19
  there
• 16:19
  anything
• 16:19
  you
• 16:19
  have
• 16:19
  to
• 16:19
  get
• 16:20
  right?
• 16:20
  Yeah.
• 16:20
  Yeah.
• 16:20
  Love
• 16:21
  it.
• 16:21
  So
• 16:21
  cool.
• 16:22
  You
• 16:22
  love,
• 16:23
  like
• 16:23
  talking
• 16:23
  about
• 16:24
  optimization
• 16:24
  and
• 16:25
  the
• 16:25
  key
• 16:25
  parts.
• 16:25
  So
• 16:26
  I
• 16:26
  would
• 16:26
  say
• 16:26
  some
• 16:27
  of
• 16:27
  it,
• 16:27
  like
• 16:27
  on
• 16:28
  a
• 16:28
  website.
• 16:29
  Yeah.
• 16:29
  You
• 16:29
  want
• 16:29
  to
• 16:29
  make
• 16:29
  sure
• 16:29
  it
• 16:30
  loads
• 16:30
  quickly.
• 16:30
  Right,
• 16:31
  Right.
• 16:31
  Like,
• 16:31
  doesn't
• 16:31
  get
• 16:31
  talked
• 16:32
  about
• 16:32
  a
• 16:32
  lot,
• 16:32
  but
• 16:32
  there's
• 16:33
  significant
• 16:33
  data
• 16:33
  that
• 16:34
  shows
• 16:34
  the
• 16:34
  longer
• 16:34
  it
• 16:35
  takes
• 16:35
  to
• 16:35
  load
• 16:35
  a
• 16:35
  page.
• 16:36
  The
• 16:36
  lower
• 16:37
  the
• 16:37
  conversion,
• 16:37
  doing
• 16:38
  the
• 16:38
  yeah.
• 16:39
  It'S
• 16:39
  not
• 16:39
  that
• 16:39
  different
• 16:39
  for
• 16:40
  scanning.
• 16:40
  It's
• 16:40
  gotta
• 16:40
  look
• 16:41
  quick.
• 16:41
  So
• 16:41
  if
• 16:41
  you
• 16:41
  think
• 16:41
  about
• 16:42
  this,
• 16:42
  right,
• 16:42
  like
• 16:43
  cell
• 16:44
  reception
• 16:45
  is
• 16:45
  critically
• 16:45
  important,
• 16:46
  we
• 16:46
  have
• 16:46
  wifi
• 16:46
  in
• 16:46
  the
• 16:47
  clubs,
• 16:47
  but
• 16:48
  you're.
• 16:49
  Still
• 16:49
  in
• 16:49
  a
• 16:49
  concrete
• 16:49
  box.
• 16:51
  So
• 16:51
  I
• 16:51
  look
• 16:51
  at
• 16:52
  from
• 16:52
  a
• 16:52
  standpoint
• 16:52
  of
• 16:54
  when
• 16:54
  I
• 16:54
  look
• 16:54
  at
• 16:55
  the
• 16:55
  data
• 16:55
  I
• 16:55
  scrutinize
• 16:55
  in
• 16:56
  one
• 16:56
  of
• 16:56
  the
• 16:56
  key
• 16:56
  metrics
• 16:57
  I
• 16:57
  look
• 16:57
  in
• 16:57
  is
• 16:57
  the
• 16:57
  load
• 16:57
  time.
• 16:58
  Like
• 16:58
  how
• 16:58
  quickly
• 16:59
  is
• 16:59
  it
• 16:59
  gonna
• 16:59
  come?
• 16:59
  And
• 16:59
  then
• 17:00
  from
• 17:00
  there
• 17:00
  it's
• 17:00
  the
• 17:00
  same
• 17:00
  thing.
• 17:00
  In
• 17:00
  E
• 17:00
  commerce,
• 17:01
  we're
• 17:01
  reducing
• 17:01
  friction.
• 17:02
  So
• 17:02
  how
• 17:03
  easily
• 17:03
  can
• 17:03
  it
• 17:03
  be
• 17:03
  knowing
• 17:04
  that
• 17:04
  if
• 17:04
  you're
• 17:04
  think
• 17:05
  about
• 17:05
  a,
• 17:06
  the
• 17:06
  three
• 17:06
  of
• 17:06
  us
• 17:06
  are
• 17:07
  gonna
• 17:07
  go
• 17:07
  shopping,
• 17:08
  we're
• 17:08
  pushing
• 17:09
  a
• 17:09
  carriage,
• 17:09
  we
• 17:09
  may
• 17:09
  or
• 17:09
  may
• 17:10
  not
• 17:10
  have
• 17:10
  kids,
• 17:10
  we
• 17:10
  may
• 17:10
  or
• 17:10
  may
• 17:11
  not
• 17:11
  have
• 17:11
  friends
• 17:11
  with
• 17:11
  us.
• 17:12
  It's
• 17:12
  gotta
• 17:13
  be
• 17:13
  super
• 17:13
  easy.
• 17:13
  If
• 17:13
  I'm
• 17:13
  holding
• 17:14
  a
• 17:14
  phone
• 17:14
  in
• 17:14
  my
• 17:14
  hand,
• 17:15
  it
• 17:15
  has
• 17:16
  to
• 17:16
  be
• 17:16
  simple.
• 17:16
  I
• 17:16
  love
• 17:16
  that
• 17:16
  you
• 17:17
  said
• 17:17
  that
• 17:17
  it.
• 17:17
  Has
• 17:17
  to
• 17:17
  be
• 17:17
  simple.
• 17:18
  That's
• 17:18
  not
• 17:18
  something
• 17:19
  that
• 17:19
  people
• 17:19
  think
• 17:20
  about
• 17:20
  is
• 17:21
  how
• 17:22
  even
• 17:22
  with
• 17:22
  like
• 17:22
  the
• 17:22
  carts
• 17:23
  that
• 17:23
  you
• 17:23
  see,
• 17:23
  it's
• 17:24
  like
• 17:24
  people
• 17:24
  are
• 17:24
  not
• 17:25
  just
• 17:25
  coming
• 17:25
  in
• 17:25
  hands
• 17:26
  free
• 17:26
  doing
• 17:26
  this
• 17:26
  anymore.
• 17:27
  So
• 17:27
  it's
• 17:27
  gotta
• 17:27
  be
• 17:28
  super
• 17:28
  simple.
• 17:28
  We
• 17:28
  look
• 17:29
  at
• 17:29
  honestly
• 17:29
  like
• 17:30
  your
• 17:30
  thumb,
• 17:31
  like
• 17:31
  where
• 17:31
  is
• 17:32
  your
• 17:32
  thumb?
• 17:32
  Where
• 17:32
  is
• 17:32
  the
• 17:32
  reach
• 17:33
  of
• 17:33
  your
• 17:33
  thumb?
• 17:33
  Yeah.
• 17:34
  On
• 17:34
  the,
• 17:34
  on
• 17:35
  the,
• 17:35
  on
• 17:35
  the
• 17:35
  phone
• 17:36
  and
• 17:36
  where
• 17:36
  are
• 17:36
  the
• 17:36
  buttons
• 17:36
  based
• 17:37
  on
• 17:37
  where
• 17:37
  your
• 17:37
  thumb
• 17:38
  can
• 17:38
  reach
• 17:38
  and
• 17:38
  try
• 17:38
  to
• 17:38
  make
• 17:39
  that,
• 17:39
  reduce
• 17:39
  that.
• 17:39
  So
• 17:39
  there's
• 17:40
  really
• 17:40
  two
• 17:40
  things
• 17:40
  there
• 17:40
  then.
• 17:40
  So
• 17:40
  there's
• 17:41
  the
• 17:41
  load
• 17:41
  time
• 17:41
  and
• 17:42
  then
• 17:42
  like
• 17:42
  being
• 17:42
  able
• 17:42
  to
• 17:43
  manipulate
• 17:43
  everything
• 17:43
  with
• 17:44
  one
• 17:44
  hand.
• 17:45
  Like
• 17:45
  the
• 17:45
  human
• 17:45
  centered
• 17:46
  design
• 17:46
  that
• 17:46
  you
• 17:46
  keep
• 17:47
  talking
• 17:47
  about.
• 17:47
  Yeah,
• 17:48
  A
• 17:48
  term
• 17:48
  for
• 17:49
  making
• 17:49
  it
• 17:49
  as
• 17:49
  adaptable
• 17:50
  as
• 17:50
  possible
• 17:50
  to
• 17:51
  imagine.
• 17:51
  Right.
• 17:52
  Okay,
• 17:53
  you're
• 17:54
  at
• 17:54
  nrf.
• 17:55
  Yes.
• 17:55
  What
• 17:55
  technology
• 17:56
  are
• 17:56
  you
• 17:56
  looking
• 17:56
  at?
• 17:57
  Well,
• 17:58
  if
• 17:58
  I
• 17:58
  don't
• 17:58
  say
• 17:59
  AI,
• 17:59
  do
• 17:59
  I
• 17:59
  get
• 17:59
  kicked
• 18:00
  out
• 18:00
  of
• 18:00
  the.
• 18:00
  Not
• 18:00
  from
• 18:01
  us.
• 18:01
  No,
• 18:01
  no,
• 18:02
  you're
• 18:02
  fine.
• 18:02
  We're
• 18:03
  all
• 18:03
  about
• 18:03
  pragmatism
• 18:03
  here.
• 18:04
  Yes.
• 18:04
  Let's
• 18:04
  be
• 18:05
  real.
• 18:05
  I'll
• 18:05
  say
• 18:05
  from
• 18:06
  an
• 18:06
  AI
• 18:06
  standpoint,
• 18:06
  not
• 18:06
  on
• 18:07
  the
• 18:07
  technology
• 18:07
  side,
• 18:07
  but
• 18:07
  like
• 18:08
  use
• 18:08
  cases
• 18:08
  I
• 18:08
  think
• 18:08
  are
• 18:08
  pretty
• 18:09
  cool.
• 18:10
  I
• 18:10
  mentioned
• 18:10
  that
• 18:11
  more
• 18:11
  than
• 18:11
  half
• 18:11
  of
• 18:11
  our
• 18:11
  business
• 18:12
  is
• 18:12
  fulfilled
• 18:12
  from
• 18:12
  a
• 18:12
  club.
• 18:13
  So
• 18:13
  anything
• 18:14
  like
• 18:14
  club
• 18:14
  fulfilled.
• 18:15
  There's
• 18:15
  got
• 18:15
  to
• 18:15
  be
• 18:15
  innovation
• 18:16
  around
• 18:17
  curbside
• 18:18
  and
• 18:18
  delivery.
• 18:18
  So
• 18:18
  look
• 18:19
  into
• 18:19
  that.
• 18:19
  The
• 18:19
  other
• 18:19
  thing
• 18:20
  I
• 18:20
  will
• 18:20
  say
• 18:20
  is
• 18:20
  that
• 18:20
  I
• 18:21
  love.
• 18:21
  And
• 18:21
  then
• 18:21
  this
• 18:21
  is
• 18:22
  like
• 18:22
  old
• 18:22
  school
• 18:22
  but
• 18:22
  just
• 18:22
  like
• 18:23
  plain
• 18:23
  data.
• 18:23
  But
• 18:23
  I
• 18:24
  love
• 18:24
  real
• 18:24
  time
• 18:24
  data.
• 18:25
  So
• 18:25
  we
• 18:25
  have,
• 18:25
  my
• 18:25
  team
• 18:26
  will
• 18:26
  tell
• 18:26
  you
• 18:26
  we
• 18:26
  have
• 18:26
  a
• 18:26
  dashboard
• 18:27
  that
• 18:27
  we
• 18:27
  created
• 18:27
  that
• 18:28
  we
• 18:28
  look
• 18:28
  at
• 18:28
  that
• 18:28
  shows
• 18:28
  the
• 18:28
  real
• 18:29
  time
• 18:29
  data
• 18:29
  across
• 18:29
  a
• 18:29
  lot
• 18:30
  of
• 18:30
  our
• 18:30
  key
• 18:30
  metrics.
• 18:31
  It's
• 18:31
  not
• 18:31
  that
• 18:32
  you're
• 18:32
  going
• 18:32
  to
• 18:32
  action
• 18:32
  on
• 18:32
  it
• 18:32
  right
• 18:33
  now,
• 18:33
  but
• 18:33
  it
• 18:33
  Gives
• 18:33
  you
• 18:33
  a
• 18:33
  view
• 18:34
  into
• 18:34
  how
• 18:34
  the
• 18:34
  business
• 18:34
  is
• 18:35
  doing
• 18:35
  and
• 18:35
  where
• 18:35
  some
• 18:35
  of
• 18:35
  the
• 18:35
  problems
• 18:36
  are.
• 18:36
  So
• 18:36
  I
• 18:36
  haven't
• 18:37
  seen
• 18:37
  a
• 18:37
  lot
• 18:37
  of
• 18:38
  technology
• 18:38
  around
• 18:39
  real
• 18:39
  time
• 18:39
  monitoring
• 18:40
  and
• 18:40
  real
• 18:40
  time
• 18:40
  data,
• 18:41
  but
• 18:41
  I
• 18:41
  love
• 18:41
  it.
• 18:41
  It's
• 18:41
  like
• 18:41
  theater.
• 18:42
  Yeah.
• 18:42
  Like,
• 18:43
  especially
• 18:43
  during
• 18:43
  like
• 18:43
  busy
• 18:44
  days,
• 18:44
  like
• 18:44
  busy
• 18:45
  days
• 18:45
  of
• 18:45
  the
• 18:45
  week
• 18:45
  and
• 18:45
  during
• 18:45
  the
• 18:45
  holidays.
• 18:46
  I
• 18:46
  mean,
• 18:46
  you
• 18:46
  remember
• 18:47
  what
• 18:47
  Sarah's.
• 18:47
  I
• 18:48
  remember
• 18:48
  Sarah's
• 18:48
  backpack
• 18:48
  order.
• 18:49
  It
• 18:50
  was
• 18:50
  white,
• 18:50
  white,
• 18:50
  white
• 18:50
  Borealis
• 18:51
  backpack.
• 18:51
  She
• 18:51
  lived
• 18:52
  in
• 18:52
  North
• 18:52
  Carolina.
• 18:52
  This
• 18:53
  is
• 18:53
  in
• 18:53
  2008.
• 18:54
  That's
• 18:54
  awesome.
• 18:55
  Yeah,
• 18:55
  awesome.
• 18:55
  All
• 18:55
  right,
• 18:56
  since
• 18:56
  you
• 18:56
  brought
• 18:56
  it
• 18:56
  up,
• 18:56
  let's
• 18:56
  get
• 18:56
  you
• 18:57
  out
• 18:57
  of
• 18:57
  here
• 18:57
  on
• 18:57
  this.
• 18:57
  You
• 18:57
  brought
• 18:57
  up
• 18:58
  AI.
• 18:58
  So
• 18:58
  we,
• 18:58
  we,
• 18:59
  we'd
• 18:59
  lose
• 18:59
  our,
• 19:00
  our
• 19:00
  media
• 19:00
  card
• 19:00
  if
• 19:01
  we
• 19:01
  didn't
• 19:01
  ask
• 19:01
  you
• 19:01
  this
• 19:01
  question.
• 19:02
  I
• 19:02
  think
• 19:02
  honestly,
• 19:02
  where
• 19:03
  do
• 19:03
  you
• 19:03
  expect
• 19:03
  AI
• 19:04
  to
• 19:04
  impact
• 19:04
  the
• 19:05
  Sam's
• 19:05
  Club
• 19:05
  business
• 19:05
  in
• 19:06
  your
• 19:06
  role
• 19:06
  the
• 19:06
  most
• 19:06
  in
• 19:07
  2025?
• 19:07
  Yeah.
• 19:08
  I'll
• 19:09
  start
• 19:09
  off
• 19:09
  by
• 19:09
  saying
• 19:09
  that
• 19:10
  AI
• 19:10
  is
• 19:10
  absolutely
• 19:11
  going
• 19:11
  to
• 19:11
  permeate
• 19:11
  every
• 19:11
  part
• 19:11
  of
• 19:12
  the
• 19:12
  business.
• 19:12
  That
• 19:12
  sounds
• 19:12
  like
• 19:13
  cliche,
• 19:13
  but
• 19:13
  it's
• 19:14
  true.
• 19:14
  It's
• 19:15
  going
• 19:15
  to
• 19:15
  happen
• 19:15
  for
• 19:15
  us
• 19:16
  right
• 19:16
  now.
• 19:16
  The,
• 19:17
  the
• 19:17
  biggest,
• 19:17
  I'll
• 19:18
  give
• 19:18
  you
• 19:18
  two,
• 19:18
  the
• 19:18
  biggest
• 19:19
  area
• 19:19
  is
• 19:19
  around
• 19:19
  personalization.
• 19:20
  It
• 19:20
  quite
• 19:20
  literally
• 19:21
  is
• 19:21
  the
• 19:22
  personalization
• 19:23
  engine
• 19:24
  that
• 19:24
  we
• 19:24
  have.
• 19:24
  We
• 19:24
  use
• 19:24
  AI,
• 19:25
  so
• 19:25
  we're
• 19:25
  doing
• 19:25
  that.
• 19:25
  As
• 19:26
  mentioned,
• 19:26
  we
• 19:26
  just
• 19:26
  gave
• 19:26
  a
• 19:27
  speech
• 19:27
  on
• 19:27
  that.
• 19:27
  The
• 19:27
  other
• 19:28
  one
• 19:28
  is
• 19:28
  on
• 19:28
  search.
• 19:29
  So
• 19:29
  our
• 19:30
  on
• 19:30
  site
• 19:30
  search
• 19:31
  using
• 19:31
  AI
• 19:32
  to
• 19:32
  do.
• 19:33
  To
• 19:34
  predictive,
• 19:35
  you
• 19:35
  know,
• 19:35
  get
• 19:35
  a
• 19:35
  better
• 19:36
  predictive
• 19:37
  estimate
• 19:37
  of
• 19:37
  what
• 19:37
  people
• 19:37
  looking
• 19:38
  for.
• 19:38
  We're
• 19:38
  a
• 19:38
  curated
• 19:39
  assortment
• 19:40
  business,
• 19:41
  so
• 19:42
  we're
• 19:42
  not
• 19:42
  going
• 19:42
  to
• 19:42
  have
• 19:42
  everything.
• 19:43
  Yeah.
• 19:43
  But
• 19:43
  if
• 19:44
  we
• 19:44
  can
• 19:44
  start
• 19:44
  to
• 19:44
  use
• 19:44
  AI
• 19:45
  to
• 19:45
  make
• 19:45
  a
• 19:45
  connection,
• 19:45
  we
• 19:45
  may
• 19:46
  not
• 19:46
  have
• 19:46
  this,
• 19:46
  but
• 19:46
  we
• 19:46
  do
• 19:46
  have
• 19:46
  this.
• 19:47
  Yeah,
• 19:47
  like
• 19:47
  those
• 19:48
  are
• 19:48
  the
• 19:48
  types
• 19:48
  of
• 19:48
  things
• 19:48
  that
• 19:48
  we're
• 19:48
  using
• 19:49
  for
• 19:49
  right
• 19:49
  now.
• 19:49
  Oh,
• 19:49
  I
• 19:50
  was
• 19:50
  just
• 19:50
  gonna
• 19:50
  say
• 19:50
  are
• 19:50
  you
• 19:50
  using
• 19:51
  some
• 19:51
  of
• 19:51
  the
• 19:51
  generative
• 19:52
  AI
• 19:52
  technology
• 19:53
  that
• 19:53
  Walmart
• 19:53
  has
• 19:54
  used
• 19:54
  too,
• 19:54
  in
• 19:55
  search?
• 19:55
  Like
• 19:55
  is
• 19:55
  that
• 19:56
  part
• 19:56
  of
• 19:56
  what
• 19:56
  you'll
• 19:56
  be
• 19:57
  looking
• 19:57
  at?
• 19:57
  We're
• 19:57
  looking.
• 19:58
  Yeah.
• 19:58
  So
• 19:59
  on
• 20:00
  the.
• 20:00
  Everything's
• 20:00
  on
• 20:00
  the.
• 20:01
  Like,
• 20:01
  like
• 20:01
  a
• 20:01
  forever
• 20:02
  optimized
• 20:02
  business.
• 20:02
  Everything's
• 20:02
  on
• 20:03
  the
• 20:03
  roadmap.
• 20:03
  I
• 20:03
  think
• 20:03
  from
• 20:03
  a
• 20:03
  generative
• 20:04
  AI
• 20:04
  standpoint
• 20:05
  for
• 20:05
  us
• 20:05
  right
• 20:06
  now,
• 20:06
  one
• 20:06
  of
• 20:06
  the
• 20:06
  things
• 20:06
  we
• 20:06
  do
• 20:07
  use
• 20:07
  AI
• 20:07
  for
• 20:08
  is
• 20:08
  for
• 20:09
  the
• 20:09
  subject
• 20:10
  lines
• 20:10
  for
• 20:10
  our
• 20:10
  marketing
• 20:11
  messages.
• 20:11
  Okay.
• 20:11
  Okay.
• 20:12
  Which
• 20:12
  is
• 20:12
  which
• 20:12
  I
• 20:12
  have
• 20:13
  another
• 20:13
  stat
• 20:13
  for
• 20:13
  you
• 20:13
  if
• 20:13
  you
• 20:13
  want.
• 20:14
  So
• 20:14
  along
• 20:14
  those
• 20:15
  lines,
• 20:16
  talking
• 20:16
  about
• 20:16
  performance,
• 20:17
  the.
• 20:18
  The
• 20:18
  AI
• 20:19
  generated
• 20:20
  subject
• 20:20
  lines
• 20:21
  for
• 20:21
  our
• 20:21
  marketing
• 20:21
  messages
• 20:22
  outperforms
• 20:22
  humans
• 20:23
  at
• 20:23
  a
• 20:23
  rate
• 20:23
  of
• 20:23
  95%.
• 20:24
  Oh,
• 20:25
  wow.
• 20:25
  Wow.
• 20:25
  That's
• 20:26
  crazy.
• 20:26
  That
• 20:26
  was
• 20:27
  going
• 20:27
  to
• 20:27
  be
• 20:27
  similar
• 20:27
  to
• 20:27
  my
• 20:27
  question
• 20:27
  for
• 20:28
  you.
• 20:28
  Follow
• 20:28
  up
• 20:28
  would
• 20:28
  be,
• 20:29
  you
• 20:29
  know
• 20:29
  when
• 20:29
  you
• 20:29
  say
• 20:29
  AI
• 20:30
  is
• 20:30
  going
• 20:30
  to
• 20:30
  impact
• 20:30
  personalization.
• 20:31
  I'm
• 20:31
  curious
• 20:31
  on
• 20:31
  what
• 20:32
  angle
• 20:32
  of
• 20:32
  the
• 20:32
  personalization
• 20:33
  you
• 20:33
  expect
• 20:33
  to
• 20:33
  see
• 20:33
  the
• 20:33
  impact
• 20:34
  the
• 20:34
  most.
• 20:34
  Is
• 20:34
  it
• 20:34
  like
• 20:35
  on
• 20:35
  the
• 20:35
  insights?
• 20:36
  Is
• 20:36
  it
• 20:36
  on
• 20:36
  helping
• 20:37
  generate
• 20:37
  more
• 20:37
  content
• 20:38
  against
• 20:38
  the
• 20:38
  insights?
• 20:39
  Is
• 20:39
  it
• 20:39
  yes.
• 20:39
  And
• 20:40
  like,
• 20:40
  how
• 20:40
  do
• 20:40
  you
• 20:40
  think
• 20:40
  about
• 20:40
  it?
• 20:41
  I
• 20:41
  think
• 20:41
  it's
• 20:41
  yes.
• 20:42
  And
• 20:42
  it's
• 20:42
  I
• 20:42
  think
• 20:43
  you
• 20:43
  have
• 20:43
  such
• 20:44
  a
• 20:44
  small
• 20:44
  window
• 20:45
  of
• 20:45
  opportunity
• 20:45
  to
• 20:46
  get
• 20:46
  someone's
• 20:46
  attention.
• 20:47
  So
• 20:47
  it
• 20:47
  starts
• 20:47
  with
• 20:48
  getting
• 20:48
  their
• 20:48
  attention
• 20:49
  and
• 20:49
  then
• 20:49
  you
• 20:49
  can
• 20:50
  lose
• 20:50
  it
• 20:50
  if
• 20:50
  you
• 20:50
  don't
• 20:50
  have
• 20:50
  a
• 20:51
  great
• 20:51
  recommendation.
• 20:51
  If
• 20:52
  you're
• 20:52
  like,
• 20:52
  this
• 20:52
  isn't
• 20:52
  relevant
• 20:53
  to
• 20:53
  me
• 20:53
  or
• 20:53
  I
• 20:53
  already
• 20:53
  bought
• 20:53
  this,
• 20:54
  why
• 20:54
  are
• 20:54
  you
• 20:54
  showing
• 20:54
  me
• 20:54
  this?
• 20:55
  So
• 20:55
  it's
• 20:55
  really
• 20:55
  again
• 20:56
  going
• 20:56
  back
• 20:56
  to
• 20:56
  like
• 20:56
  nailing
• 20:57
  the
• 20:57
  basics
• 20:57
  and
• 20:57
  the
• 20:57
  fundamentals
• 20:58
  of
• 20:58
  it.
• 20:58
  Just
• 20:59
  because
• 20:59
  it's
• 20:59
  AI
• 20:59
  doesn't
• 20:59
  mean
• 21:00
  that
• 21:00
  you
• 21:00
  lose
• 21:00
  the
• 21:01
  retail
• 21:01
  fundamentals.
• 21:02
  Right.
• 21:02
  Of
• 21:02
  driving
• 21:03
  the
• 21:03
  good
• 21:03
  business.
• 21:04
  Awesome.
• 21:05
  Well,
• 21:05
  Greg,
• 21:06
  thank
• 21:06
  you
• 21:07
  so
• 21:07
  much.
• 21:07
  I
• 21:07
  know
• 21:09
  Stats,
• 21:10
  you
• 21:10
  brought
• 21:10
  the
• 21:10
  real
• 21:10
  time
• 21:11
  data.
• 21:11
  You
• 21:11
  showed
• 21:12
  us
• 21:12
  how
• 21:12
  your
• 21:12
  impeccable
• 21:13
  memories.
• 21:14
  Thank
• 21:15
  you
• 21:15
  so
• 21:15
  much
• 21:16
  again,
• 21:16
  Greg
• 21:16
  Pulsar
• 21:17
  from
• 21:17
  Sam's
• 21:17
  Club.
• 21:18
  Also,
• 21:19
  thanks
• 21:19
  again
• 21:19
  to
• 21:19
  the
• 21:19
  Fusion
• 21:20
  Group
• 21:20
  for
• 21:20
  hosting
• 21:21
  all
• 21:21
  of
• 21:21
  our
• 21:21
  live
• 21:22
  content
• 21:22
  coverage
• 21:23
  from
• 21:23
  NRF
• 21:24
  2025.
• 21:25
  Stay
• 21:25
  tuned.
• 21:26
  We
• 21:26
  still
• 21:26
  have
• 21:26
  more
• 21:26
  to
• 21:26
  come
• 21:27
  today
• 21:27
  and
• 21:28
  tomorrow
• 21:29
  you
• 21:29
  can
• 21:29
  come
• 21:29
  see
• 21:29
  us
• 21:30
  here
• 21:30
  in
• 21:30
  booth
• 21:30
  4938
• 21:32
  if
• 21:32
  you
• 21:32
  are
• 21:32
  at
• 21:33
  the
• 21:33
  show.
• 21:33
  And
• 21:33
  until
• 21:34
  then,
• 21:34
  be
• 21:35
  careful
• 21:35
  out
• 21:35
  there.