Latest / Omni Talk Retail / 🔹 How AI & Tech Will Transform Grocery | Oliver Wright of Accenture at FMI 2025

Transcript

🔹 How AI & Tech Will Transform Grocery | Oliver Wright of Accenture at FMI 2025 · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everyone.
• 0:00
  This
• 0:00
  is
• 0:00
  Omni
• 0:01
  Talk
• 0:01
  Retail.
• 0:01
  I'm
• 0:02
  Chris
• 0:02
  Walton.
• 0:02
  And
• 0:02
  I'm
• 0:02
  Anne
• 0:03
  Mazinga.
• 0:03
  And
• 0:03
  we
• 0:03
  are
• 0:03
  coming
• 0:04
  to
• 0:04
  you
• 0:04
  live
• 0:04
  once
• 0:04
  again
• 0:05
  from
• 0:05
  the
• 0:05
  FMI
• 0:06
  conference
• 0:06
  in
• 0:06
  Marco
• 0:07
  Island,
• 0:07
  Florida.
• 0:08
  Right,
• 0:08
  Ann?
• 0:08
  Did
• 0:08
  I
• 0:08
  say
• 0:09
  that
• 0:09
  right?
• 0:09
  He
• 0:10
  keeps
• 0:10
  calling
• 0:10
  it
• 0:10
  San
• 0:11
  Marco
• 0:11
  island,
• 0:11
  which
• 0:12
  is
• 0:12
  very.
• 0:13
  It's
• 0:13
  more
• 0:13
  appropriate.
• 0:14
  It
• 0:15
  does
• 0:15
  sound
• 0:15
  glamorous.
• 0:16
  Yeah,
• 0:16
  I
• 0:16
  just
• 0:16
  like
• 0:16
  to
• 0:16
  glam
• 0:17
  things
• 0:17
  up.
• 0:17
  And,
• 0:17
  you
• 0:17
  know,
• 0:17
  I'm
• 0:17
  all
• 0:18
  about
• 0:18
  the
• 0:18
  glam.
• 0:18
  I
• 0:18
  do,
• 0:18
  I
• 0:19
  do.
• 0:19
  And
• 0:19
  speaking
• 0:19
  of
• 0:20
  glam,
• 0:20
  we
• 0:20
  are
• 0:20
  at
• 0:21
  the
• 0:21
  simbi
• 0:21
  booth,
• 0:22
  booth108.
• 0:22
  And
• 0:22
  we're
• 0:23
  going
• 0:23
  to
• 0:23
  be
• 0:23
  here
• 0:23
  all
• 0:23
  day
• 0:24
  today,
• 0:24
  all
• 0:24
  day
• 0:24
  tomorrow,
• 0:25
  doing
• 0:25
  interviews
• 0:26
  with
• 0:26
  folks
• 0:26
  like
• 0:26
  the
• 0:27
  man
• 0:27
  in
• 0:27
  between
• 0:27
  us.
• 0:28
  So
• 0:28
  let
• 0:28
  me
• 0:29
  introduce
• 0:29
  Oliver
• 0:30
  Wright,
• 0:30
  the
• 0:30
  consumer
• 0:31
  industry
• 0:31
  group
• 0:32
  lead
• 0:32
  at
• 0:32
  Accenture.
• 0:33
  Oliver,
• 0:34
  welcome
• 0:34
  to
• 0:34
  OmniTalk
• 0:35
  and
• 0:35
  thanks
• 0:35
  for
• 0:35
  joining
• 0:35
  us
• 0:35
  at
• 0:36
  FMI.
• 0:36
  Thanks
• 0:36
  so
• 0:36
  much
• 0:37
  for
• 0:37
  having
• 0:37
  me.
• 0:37
  Oliver,
• 0:38
  I
• 0:38
  have
• 0:38
  to
• 0:38
  know
• 0:38
  more
• 0:38
  about
• 0:39
  your
• 0:39
  role.
• 0:39
  Cause
• 0:39
  it
• 0:40
  sounds
• 0:40
  pretty
• 0:40
  cool.
• 0:40
  You
• 0:41
  cover
• 0:41
  a
• 0:41
  lot
• 0:41
  of
• 0:42
  areas,
• 0:42
  I'm
• 0:43
  sure.
• 0:44
  Tell
• 0:44
  us
• 0:44
  a
• 0:44
  little
• 0:44
  bit
• 0:45
  about
• 0:45
  exactly
• 0:45
  what
• 0:46
  you
• 0:46
  do
• 0:46
  day
• 0:46
  in
• 0:46
  and
• 0:47
  day
• 0:47
  out
• 0:47
  and
• 0:47
  kind
• 0:47
  of
• 0:48
  what
• 0:48
  you
• 0:48
  cover.
• 0:49
  Yeah.
• 0:49
  So
• 0:50
  I
• 0:50
  lead
• 0:50
  what
• 0:51
  was
• 0:51
  called
• 0:51
  the
• 0:51
  Consumer
• 0:51
  Industries
• 0:52
  Group.
• 0:52
  So
• 0:52
  for
• 0:53
  us
• 0:53
  is
• 0:53
  all
• 0:53
  the
• 0:53
  retailers,
• 0:54
  that's
• 0:54
  all
• 0:54
  the
• 0:54
  consumer
• 0:55
  goods
• 0:55
  manufacturers,
• 0:56
  and
• 0:56
  that's
• 0:56
  also
• 0:56
  travel
• 0:56
  for
• 0:57
  us.
• 0:57
  So
• 0:58
  within
• 0:58
  Accenture,
• 0:59
  that
• 0:59
  focus
• 0:59
  really
• 1:00
  on
• 1:00
  what's
• 1:00
  happening
• 1:01
  with
• 1:01
  the
• 1:01
  consumer,
• 1:01
  what's
• 1:02
  happening
• 1:02
  with
• 1:02
  the
• 1:02
  customer,
• 1:02
  where
• 1:03
  is
• 1:03
  that
• 1:03
  going
• 1:03
  and
• 1:03
  how
• 1:03
  can
• 1:03
  we
• 1:04
  best
• 1:04
  meet
• 1:04
  their
• 1:04
  needs?
• 1:05
  Got
• 1:05
  it,
• 1:05
  got
• 1:05
  it.
• 1:05
  Can
• 1:06
  I,
• 1:06
  can
• 1:06
  I
• 1:06
  ask.
• 1:07
  Of
• 1:07
  course,
• 1:07
  yeah.
• 1:07
  Can
• 1:08
  I
• 1:08
  interrupt
• 1:08
  quick
• 1:08
  and
• 1:09
  ask
• 1:09
  a
• 1:09
  question?
• 1:09
  Yes.
• 1:10
  Are
• 1:10
  there
• 1:10
  areas
• 1:11
  especially,
• 1:11
  I
• 1:11
  mean,
• 1:12
  I'm
• 1:12
  especially
• 1:12
  interested
• 1:13
  in
• 1:13
  travel
• 1:14
  and
• 1:14
  retail.
• 1:15
  Are
• 1:15
  there
• 1:16
  areas
• 1:16
  where
• 1:16
  you're
• 1:16
  seeing
• 1:17
  a
• 1:17
  lot
• 1:17
  of,
• 1:17
  a
• 1:17
  lot
• 1:17
  more
• 1:18
  crossover
• 1:18
  right
• 1:18
  now
• 1:19
  than
• 1:19
  other
• 1:19
  areas?
• 1:20
  And
• 1:20
  what
• 1:20
  are
• 1:20
  those?
• 1:21
  Yeah.
• 1:21
  So
• 1:21
  I
• 1:21
  think
• 1:22
  the
• 1:22
  logic
• 1:23
  for
• 1:23
  us
• 1:23
  bringing
• 1:23
  this
• 1:24
  together
• 1:24
  was
• 1:25
  because
• 1:25
  we
• 1:25
  used
• 1:25
  to
• 1:25
  have
• 1:25
  this
• 1:26
  as
• 1:26
  three
• 1:26
  teams
• 1:27
  that
• 1:27
  were
• 1:27
  operating
• 1:28
  more
• 1:28
  independently
• 1:29
  and
• 1:29
  they,
• 1:29
  we
• 1:30
  found
• 1:30
  that
• 1:30
  there
• 1:30
  were
• 1:30
  more
• 1:30
  and
• 1:30
  more
• 1:31
  occasions
• 1:31
  to
• 1:31
  link
• 1:31
  things
• 1:32
  together.
• 1:32
  So
• 1:33
  questions
• 1:33
  around
• 1:34
  things
• 1:34
  like
• 1:34
  loyalty.
• 1:35
  Okay,
• 1:36
  I
• 1:36
  was
• 1:36
  thinking
• 1:36
  you're
• 1:36
  going
• 1:36
  to
• 1:36
  say
• 1:37
  that.
• 1:37
  Yeah.
• 1:37
  Questions
• 1:38
  around
• 1:38
  things
• 1:39
  like
• 1:39
  retail
• 1:39
  experience,
• 1:40
  where
• 1:41
  all
• 1:41
  three.
• 1:41
  Right.
• 1:42
  We've
• 1:42
  got
• 1:42
  a
• 1:42
  lot
• 1:42
  of
• 1:42
  manufacturers
• 1:43
  that
• 1:43
  have
• 1:43
  retail
• 1:43
  outlets.
• 1:44
  They're
• 1:44
  increasingly
• 1:45
  trying
• 1:45
  to
• 1:45
  have
• 1:46
  the
• 1:46
  percentage
• 1:47
  of
• 1:47
  revenue
• 1:47
  that
• 1:48
  companies
• 1:48
  have
• 1:49
  that's
• 1:49
  retail
• 1:49
  oriented,
• 1:50
  et
• 1:50
  cetera.
• 1:50
  So
• 1:51
  there
• 1:51
  was
• 1:51
  a
• 1:51
  very
• 1:51
  natural
• 1:52
  cohesion
• 1:53
  between
• 1:53
  those
• 1:53
  different
• 1:54
  areas.
• 1:55
  Yeah,
• 1:55
  it's
• 1:55
  a
• 1:55
  great
• 1:56
  question.
• 1:56
  And
• 1:56
  I
• 1:56
  imagine
• 1:57
  the
• 1:57
  push
• 1:57
  towards
• 1:57
  retail
• 1:57
  media
• 1:58
  is
• 1:58
  causing
• 1:58
  some
• 1:58
  of
• 1:58
  that
• 1:59
  friction
• 1:59
  as
• 1:59
  well.
• 2:00
  Right.
• 2:01
  So,
• 2:01
  you
• 2:01
  know,
• 2:01
  rather
• 2:02
  than
• 2:02
  us
• 2:02
  name
• 2:02
  the
• 2:02
  trends,
• 2:03
  there's
• 2:03
  been
• 2:03
  a
• 2:03
  lot
• 2:03
  of
• 2:03
  trends
• 2:04
  that
• 2:04
  have
• 2:04
  been
• 2:04
  popping
• 2:04
  on
• 2:05
  the
• 2:05
  scene
• 2:06
  over
• 2:06
  the
• 2:07
  last
• 2:07
  few
• 2:07
  years,
• 2:07
  particularly,
• 2:09
  let's
• 2:09
  Go
• 2:09
  to
• 2:09
  you
• 2:10
  for
• 2:10
  that.
• 2:10
  So
• 2:10
  what
• 2:10
  are
• 2:10
  the
• 2:10
  trends
• 2:11
  you're
• 2:11
  seeing
• 2:11
  in
• 2:11
  the
• 2:11
  industry
• 2:11
  that
• 2:12
  are
• 2:12
  going
• 2:12
  to
• 2:12
  particularly
• 2:12
  have
• 2:12
  a
• 2:13
  large
• 2:13
  impact
• 2:13
  on
• 2:13
  the
• 2:14
  grocery
• 2:14
  business?
• 2:15
  Particularly.
• 2:15
  Yeah,
• 2:16
  I
• 2:16
  mean,
• 2:17
  obviously
• 2:18
  we
• 2:18
  do
• 2:18
  a
• 2:18
  huge
• 2:19
  amount
• 2:19
  of
• 2:19
  conversation
• 2:19
  with
• 2:20
  the
• 2:20
  industry
• 2:21
  around
• 2:21
  what's
• 2:22
  happening
• 2:22
  with
• 2:22
  the
• 2:22
  latest
• 2:22
  technology,
• 2:23
  particularly
• 2:24
  for
• 2:24
  us,
• 2:24
  the
• 2:25
  dominant
• 2:25
  focus
• 2:25
  on
• 2:25
  gen
• 2:26
  AI
• 2:26
  and
• 2:26
  AI.
• 2:27
  And
• 2:28
  we
• 2:28
  are
• 2:28
  seeing
• 2:29
  that
• 2:29
  that
• 2:29
  is
• 2:29
  going
• 2:30
  to
• 2:30
  have
• 2:30
  a
• 2:30
  huge
• 2:30
  disruptive
• 2:31
  impact
• 2:31
  on
• 2:31
  the
• 2:32
  industry
• 2:32
  over
• 2:33
  and
• 2:34
  that
• 2:35
  from
• 2:35
  the
• 2:35
  conversations
• 2:36
  that
• 2:36
  we
• 2:36
  have
• 2:36
  and
• 2:36
  the
• 2:36
  work
• 2:37
  that
• 2:37
  we're
• 2:37
  doing
• 2:37
  across
• 2:37
  the
• 2:37
  industry
• 2:38
  right
• 2:38
  now,
• 2:39
  that's
• 2:39
  going
• 2:39
  to.
• 2:40
  Well,
• 2:40
  the
• 2:40
  industry
• 2:41
  will
• 2:41
  start
• 2:41
  to
• 2:41
  see
• 2:42
  that
• 2:42
  towards
• 2:42
  the
• 2:42
  end
• 2:42
  of
• 2:43
  this
• 2:43
  year.
• 2:43
  Okay.
• 2:44
  And
• 2:44
  then
• 2:44
  next
• 2:44
  year
• 2:45
  we'll
• 2:45
  start
• 2:45
  to
• 2:45
  see
• 2:45
  it
• 2:45
  more
• 2:45
  and
• 2:46
  more
• 2:46
  at
• 2:46
  scale.
• 2:46
  And
• 2:47
  I
• 2:47
  think
• 2:47
  that
• 2:47
  will
• 2:47
  then
• 2:47
  have
• 2:47
  a
• 2:48
  very
• 2:48
  broad
• 2:48
  impact
• 2:49
  across
• 2:49
  this.
• 2:49
  I
• 2:50
  think
• 2:50
  that's
• 2:51
  going
• 2:51
  to
• 2:51
  impact
• 2:51
  a
• 2:51
  few
• 2:52
  different
• 2:52
  things.
• 2:52
  The
• 2:53
  first
• 2:53
  one
• 2:53
  I'd
• 2:53
  call
• 2:53
  out
• 2:54
  is
• 2:55
  what
• 2:56
  is
• 2:56
  it
• 2:56
  that
• 2:57
  consumers
• 2:58
  buy?
• 2:59
  Yes.
• 2:59
  And
• 2:59
  where
• 2:59
  they
• 3:00
  choose
• 3:00
  to
• 3:00
  buy
• 3:00
  it.
• 3:00
  Okay.
• 3:01
  Because
• 3:02
  what
• 3:02
  we
• 3:02
  saw,
• 3:03
  and
• 3:03
  we
• 3:03
  saw
• 3:03
  this
• 3:03
  in
• 3:04
  consumer
• 3:04
  feedback
• 3:05
  more
• 3:05
  than
• 3:05
  a
• 3:06
  year
• 3:06
  ago.
• 3:06
  Okay.
• 3:07
  Was
• 3:07
  consumers
• 3:08
  were
• 3:08
  saying
• 3:08
  that
• 3:08
  they
• 3:09
  could
• 3:09
  see
• 3:09
  the
• 3:09
  potential
• 3:10
  power
• 3:10
  of
• 3:11
  tools
• 3:11
  like
• 3:11
  ChatGPT
• 3:12
  and
• 3:12
  the
• 3:12
  Things
• 3:13
  will
• 3:13
  be
• 3:13
  available
• 3:13
  like
• 3:13
  that,
• 3:14
  and
• 3:14
  that
• 3:14
  they
• 3:14
  were
• 3:15
  expecting
• 3:16
  to
• 3:16
  use
• 3:17
  those
• 3:17
  to
• 3:17
  shape
• 3:18
  those
• 3:18
  consumption
• 3:19
  decisions.
• 3:19
  So
• 3:20
  that
• 3:20
  was
• 3:20
  even
• 3:20
  when
• 3:21
  things
• 3:21
  were
• 3:21
  not
• 3:22
  that
• 3:22
  mature.
• 3:23
  Yeah,
• 3:23
  pretty
• 3:23
  nascent.
• 3:24
  Yeah,
• 3:24
  pretty
• 3:24
  nascent.
• 3:24
  People
• 3:25
  are
• 3:25
  already
• 3:25
  saying
• 3:25
  that.
• 3:25
  And
• 3:25
  that
• 3:26
  was
• 3:26
  true
• 3:26
  when
• 3:26
  we
• 3:26
  looked
• 3:26
  at
• 3:26
  this.
• 3:27
  So
• 3:27
  this
• 3:27
  is
• 3:27
  not
• 3:27
  a,
• 3:28
  this
• 3:28
  is
• 3:28
  not
• 3:28
  just
• 3:28
  a
• 3:28
  US
• 3:28
  phenomenon,
• 3:29
  this
• 3:29
  is
• 3:29
  a
• 3:29
  global
• 3:29
  one.
• 3:29
  So
• 3:30
  we
• 3:30
  looked
• 3:30
  at
• 3:30
  this
• 3:30
  across
• 3:31
  18
• 3:31
  different
• 3:31
  countries,
• 3:32
  the
• 3:32
  big
• 3:32
  sort
• 3:32
  of
• 3:32
  developed
• 3:32
  countries
• 3:33
  around
• 3:33
  the
• 3:33
  world,
• 3:34
  and
• 3:34
  more
• 3:34
  than
• 3:34
  50%
• 3:35
  of
• 3:35
  consumers
• 3:36
  told
• 3:36
  us
• 3:36
  even
• 3:37
  a
• 3:37
  year
• 3:37
  ago
• 3:38
  that
• 3:38
  they
• 3:38
  were
• 3:38
  expecting
• 3:39
  to
• 3:39
  do
• 3:39
  this.
• 3:39
  Wow.
• 3:40
  Now
• 3:40
  what
• 3:40
  does
• 3:40
  that
• 3:40
  mean
• 3:41
  for
• 3:41
  retail?
• 3:41
  What
• 3:41
  that
• 3:41
  means
• 3:42
  is
• 3:42
  you're
• 3:42
  going
• 3:42
  to
• 3:42
  have
• 3:43
  consumers
• 3:43
  doing
• 3:44
  increasing
• 3:45
  levels
• 3:45
  of
• 3:46
  focus
• 3:46
  on
• 3:47
  those
• 3:47
  consumption
• 3:47
  decisions
• 3:48
  and
• 3:49
  using
• 3:50
  that
• 3:50
  to
• 3:50
  get
• 3:50
  a
• 3:51
  much
• 3:51
  more
• 3:51
  precise
• 3:51
  view
• 3:52
  through
• 3:53
  tools
• 3:53
  like,
• 3:54
  like
• 3:54
  the
• 3:54
  equivalent
• 3:55
  of
• 3:55
  the
• 3:56
  future.
• 3:56
  Right.
• 3:57
  On
• 3:57
  what
• 3:57
  those,
• 3:58
  what.
• 3:58
  You
• 3:58
  know,
• 3:58
  what
• 3:58
  those,
• 3:59
  what
• 3:59
  exactly.
• 3:59
  They
• 3:59
  should
• 4:00
  be
• 4:00
  looking
• 4:00
  to
• 4:00
  buy.
• 4:01
  So.
• 4:02
  And,
• 4:02
  and
• 4:02
  also
• 4:02
  then
• 4:03
  on
• 4:03
  where
• 4:03
  they
• 4:04
  should
• 4:04
  be
• 4:04
  looking
• 4:04
  to
• 4:04
  buy
• 4:04
  that
• 4:04
  as
• 4:05
  well.
• 4:05
  And
• 4:05
  so
• 4:05
  we,
• 4:05
  our
• 4:06
  view
• 4:06
  is
• 4:06
  that
• 4:06
  that's
• 4:06
  going
• 4:07
  to
• 4:07
  cause
• 4:07
  obviously
• 4:08
  a
• 4:08
  huge
• 4:08
  dislocation
• 4:09
  in
• 4:09
  what
• 4:09
  it
• 4:09
  means
• 4:10
  for
• 4:10
  marketing.
• 4:10
  Wow.
• 4:10
  It's
• 4:11
  also
• 4:11
  going
• 4:11
  to
• 4:11
  cause
• 4:11
  a
• 4:12
  huge
• 4:12
  dislocation
• 4:13
  in
• 4:13
  what
• 4:14
  actually
• 4:14
  consumers
• 4:15
  choose
• 4:15
  to
• 4:16
  choose
• 4:16
  to
• 4:16
  actually
• 4:16
  buy
• 4:17
  and
• 4:17
  where
• 4:17
  they
• 4:17
  go
• 4:17
  to
• 4:17
  do
• 4:17
  it.
• 4:18
  Right,
• 4:18
  right.
• 4:18
  So
• 4:19
  yeah,
• 4:19
  that
• 4:19
  brings
• 4:19
  up
• 4:19
  my
• 4:20
  next
• 4:20
  question
• 4:20
  too.
• 4:20
  Like
• 4:21
  the
• 4:21
  grocery
• 4:21
  industry,
• 4:22
  you
• 4:22
  know,
• 4:22
  for
• 4:22
  all
• 4:23
  the
• 4:23
  technological
• 4:23
  innovation
• 4:24
  that,
• 4:24
  you
• 4:24
  know,
• 4:24
  it
• 4:24
  has
• 4:25
  taken
• 4:26
  on
• 4:26
  over
• 4:26
  the
• 4:26
  last
• 4:26
  few
• 4:26
  years,
• 4:27
  it's
• 4:27
  still,
• 4:28
  you
• 4:28
  know,
• 4:28
  it's
• 4:28
  Relatively
• 4:29
  difficult
• 4:29
  for
• 4:29
  some
• 4:29
  of
• 4:29
  these
• 4:30
  grocers
• 4:30
  to,
• 4:30
  you
• 4:31
  know,
• 4:31
  adapt
• 4:31
  things
• 4:31
  like
• 4:32
  ChatGPT
• 4:32
  or
• 4:33
  figure
• 4:33
  out,
• 4:33
  hey,
• 4:33
  how
• 4:33
  do
• 4:33
  I,
• 4:34
  how
• 4:34
  do
• 4:34
  I
• 4:34
  adapt
• 4:35
  this
• 4:35
  to
• 4:35
  my
• 4:35
  business?
• 4:35
  Like,
• 4:36
  what
• 4:36
  have
• 4:36
  you
• 4:36
  seen
• 4:37
  successful
• 4:38
  already?
• 4:38
  I
• 4:38
  mean,
• 4:38
  it
• 4:38
  is
• 4:39
  very
• 4:39
  early.
• 4:39
  What
• 4:40
  have
• 4:40
  you
• 4:40
  seen
• 4:40
  retailers
• 4:40
  do
• 4:41
  that's
• 4:41
  been
• 4:41
  successful
• 4:42
  for
• 4:42
  that
• 4:42
  adaptation
• 4:43
  to
• 4:43
  get
• 4:43
  out
• 4:43
  of
• 4:43
  the
• 4:43
  gates?
• 4:44
  I
• 4:44
  mean,
• 4:44
  I
• 4:44
  think
• 4:44
  your
• 4:45
  first
• 4:45
  point
• 4:45
  is
• 4:45
  that
• 4:45
  is
• 4:46
  an
• 4:46
  important
• 4:46
  one,
• 4:46
  which
• 4:46
  is
• 4:46
  that
• 4:47
  we
• 4:47
  are
• 4:47
  right
• 4:47
  at
• 4:47
  the
• 4:47
  start
• 4:47
  of
• 4:48
  it.
• 4:48
  Yeah,
• 4:48
  right.
• 4:48
  And
• 4:49
  when
• 4:50
  I,
• 4:50
  my
• 4:50
  comment
• 4:50
  about
• 4:51
  these
• 4:51
  kind
• 4:51
  of
• 4:51
  early,
• 4:52
  these
• 4:52
  sort
• 4:52
  of
• 4:52
  early
• 4:52
  signs,
• 4:53
  I
• 4:53
  think
• 4:54
  what
• 4:54
  we,
• 4:55
  what
• 4:55
  we
• 4:55
  are
• 4:56
  seeing
• 4:56
  is
• 4:57
  the
• 4:57
  receptivity
• 4:58
  of
• 4:58
  consumers
• 4:58
  to
• 4:58
  do
• 4:59
  this,
• 4:59
  but
• 4:59
  a
• 5:00
  recognition
• 5:00
  that
• 5:00
  this
• 5:00
  is
• 5:01
  going
• 5:01
  to
• 5:01
  drive
• 5:02
  probably
• 5:03
  the
• 5:03
  largest
• 5:03
  shift
• 5:04
  in
• 5:04
  the
• 5:04
  ways
• 5:04
  of
• 5:04
  working
• 5:05
  and
• 5:05
  the
• 5:05
  workforce
• 5:06
  in
• 5:06
  the
• 5:06
  grocery
• 5:06
  industry
• 5:07
  that
• 5:07
  we've
• 5:07
  seen
• 5:08
  frankly
• 5:08
  in
• 5:08
  our
• 5:08
  adult
• 5:08
  lifetime.
• 5:09
  And
• 5:10
  not
• 5:10
  just
• 5:10
  grocery
• 5:10
  too.
• 5:10
  Right?
• 5:11
  Yeah,
• 5:11
  it's
• 5:12
  going
• 5:12
  to,
• 5:12
  it's.
• 5:12
  Yeah,
• 5:12
  I
• 5:12
  mean,
• 5:12
  it's,
• 5:13
  you
• 5:13
  know,
• 5:13
  when
• 5:13
  we,
• 5:14
  when
• 5:14
  we're
• 5:14
  talking
• 5:14
  about
• 5:15
  the
• 5:15
  shifts
• 5:16
  in
• 5:17
  productivity
• 5:17
  and
• 5:17
  what
• 5:17
  the
• 5:18
  art
• 5:18
  of
• 5:18
  the
• 5:18
  possible
• 5:18
  is
• 5:19
  and
• 5:19
  also
• 5:20
  frankly,
• 5:20
  fulfilling
• 5:21
  consumer
• 5:21
  and
• 5:21
  customer
• 5:21
  needs
• 5:22
  better,
• 5:23
  this
• 5:23
  is
• 5:23
  obviously,
• 5:24
  I
• 5:24
  think
• 5:24
  one
• 5:24
  of
• 5:24
  the
• 5:25
  biggest,
• 5:25
  the
• 5:25
  biggest
• 5:26
  ways
• 5:26
  that
• 5:26
  we
• 5:26
  can
• 5:26
  actually
• 5:27
  see
• 5:27
  that
• 5:27
  happening.
• 5:28
  But
• 5:28
  the
• 5:29
  scale
• 5:29
  of
• 5:29
  impact
• 5:30
  on
• 5:30
  what
• 5:30
  that's
• 5:31
  going
• 5:31
  to
• 5:31
  mean
• 5:31
  for
• 5:31
  a
• 5:31
  working
• 5:32
  grocery
• 5:32
  store,
• 5:32
  what
• 5:33
  that's
• 5:33
  going
• 5:33
  to
• 5:33
  mean
• 5:33
  for
• 5:33
  a
• 5:33
  grocer
• 5:34
  overall
• 5:34
  is
• 5:35
  going
• 5:35
  to
• 5:35
  be
• 5:35
  huge.
• 5:35
  Right.
• 5:36
  So
• 5:36
  there
• 5:36
  is
• 5:36
  going
• 5:36
  to
• 5:36
  be
• 5:36
  a
• 5:36
  clearly
• 5:37
  an
• 5:37
  impact
• 5:37
  on,
• 5:38
  as
• 5:38
  I
• 5:38
  said,
• 5:38
  what
• 5:39
  people
• 5:39
  choose
• 5:39
  to
• 5:39
  buy
• 5:39
  and
• 5:40
  where
• 5:40
  they
• 5:40
  buy
• 5:40
  it.
• 5:40
  And
• 5:41
  there's
• 5:41
  clearly
• 5:41
  going
• 5:41
  to
• 5:41
  be
• 5:42
  a
• 5:42
  big
• 5:42
  kind
• 5:42
  of
• 5:42
  impact
• 5:43
  on
• 5:43
  what
• 5:43
  that
• 5:43
  kind
• 5:43
  of
• 5:43
  in
• 5:44
  store
• 5:44
  experiences
• 5:45
  and
• 5:45
  obviously
• 5:45
  all
• 5:45
  the
• 5:46
  relationship
• 5:46
  that
• 5:46
  people
• 5:46
  have
• 5:46
  with
• 5:47
  suppliers
• 5:47
  and
• 5:47
  the
• 5:47
  broader,
• 5:48
  the
• 5:48
  broader
• 5:48
  ecosystem
• 5:49
  as
• 5:49
  well.
• 5:50
  So
• 5:50
  I
• 5:50
  think,
• 5:50
  you
• 5:50
  know,
• 5:51
  the
• 5:51
  sorts
• 5:51
  of
• 5:52
  things
• 5:52
  that
• 5:53
  we're
• 5:54
  starting
• 5:54
  to
• 5:54
  see
• 5:55
  are
• 5:55
  things
• 5:56
  like
• 5:57
  thinking
• 5:57
  about
• 5:58
  the
• 5:58
  blended
• 5:58
  experience
• 5:59
  of
• 5:59
  what
• 5:59
  a
• 6:00
  consumer
• 6:00
  can
• 6:00
  see
• 6:02
  in
• 6:02
  their
• 6:02
  E
• 6:02
  commerce
• 6:03
  experience
• 6:03
  with
• 6:03
  a
• 6:04
  retailer
• 6:04
  and
• 6:05
  how
• 6:05
  can
• 6:05
  that
• 6:05
  blend
• 6:06
  better
• 6:06
  to
• 6:06
  what's
• 6:07
  going
• 6:07
  to
• 6:07
  be
• 6:07
  happening
• 6:07
  into
• 6:08
  store.
• 6:08
  So
• 6:09
  the
• 6:09
  sort
• 6:09
  of
• 6:09
  design
• 6:10
  work
• 6:10
  that
• 6:10
  we're
• 6:10
  now
• 6:10
  looking
• 6:11
  at
• 6:11
  is
• 6:11
  how
• 6:12
  is
• 6:12
  that
• 6:12
  we
• 6:13
  expect
• 6:13
  that
• 6:13
  to
• 6:13
  be
• 6:13
  much
• 6:13
  more
• 6:14
  of
• 6:14
  a
• 6:14
  fusion
• 6:14
  and
• 6:15
  we
• 6:15
  expect
• 6:15
  that
• 6:16
  more
• 6:16
  and
• 6:16
  more
• 6:16
  consumers
• 6:17
  will
• 6:17
  be,
• 6:17
  I
• 6:17
  mean,
• 6:17
  obviously
• 6:18
  consumers
• 6:18
  today,
• 6:19
  a
• 6:19
  lot
• 6:19
  of
• 6:19
  them
• 6:19
  are
• 6:20
  looking
• 6:20
  up
• 6:20
  things
• 6:20
  on
• 6:20
  their
• 6:20
  phones
• 6:20
  already
• 6:21
  in
• 6:21
  store,
• 6:21
  but
• 6:21
  the
• 6:22
  ability
• 6:22
  to
• 6:22
  have
• 6:22
  that
• 6:22
  as
• 6:22
  a
• 6:23
  much,
• 6:23
  much
• 6:23
  more
• 6:23
  blended,
• 6:24
  that's
• 6:24
  what
• 6:24
  we
• 6:24
  expect
• 6:24
  to
• 6:24
  see
• 6:25
  emerge.
• 6:25
  So
• 6:25
  I
• 6:25
  don't
• 6:25
  want
• 6:25
  to
• 6:25
  put
• 6:25
  words
• 6:25
  in
• 6:26
  your
• 6:26
  mouth,
• 6:26
  but
• 6:26
  are
• 6:26
  you
• 6:26
  saying
• 6:26
  so
• 6:26
  then
• 6:27
  we
• 6:27
  should
• 6:27
  expect
• 6:27
  to
• 6:27
  see
• 6:27
  more
• 6:28
  of
• 6:28
  a
• 6:28
  move
• 6:28
  towards
• 6:28
  the
• 6:29
  connected
• 6:29
  store
• 6:29
  idea,
• 6:30
  essentially,
• 6:30
  that's
• 6:31
  what
• 6:31
  you're
• 6:31
  saying?
• 6:31
  Yeah,
• 6:32
  yeah,
• 6:32
  I
• 6:32
  think
• 6:32
  so.
• 6:32
  And
• 6:32
  I
• 6:32
  Think
• 6:33
  just
• 6:33
  across
• 6:33
  the
• 6:34
  board,
• 6:34
  the
• 6:35
  big
• 6:36
  jump
• 6:36
  that
• 6:36
  we
• 6:37
  expect
• 6:37
  to
• 6:37
  see
• 6:37
  happening
• 6:38
  as
• 6:38
  we
• 6:38
  think
• 6:39
  about
• 6:39
  these
• 6:39
  innovations
• 6:39
  in
• 6:40
  store
• 6:40
  operations,
• 6:41
  store
• 6:41
  efficiency
• 6:42
  and
• 6:43
  how
• 6:43
  we're
• 6:43
  using
• 6:43
  the
• 6:43
  workforce
• 6:44
  best
• 6:44
  is
• 6:45
  this
• 6:45
  shift
• 6:45
  from
• 6:47
  giving
• 6:47
  people
• 6:47
  better
• 6:48
  insights
• 6:48
  on
• 6:48
  what
• 6:48
  to
• 6:48
  do
• 6:49
  to
• 6:49
  going
• 6:49
  all
• 6:50
  the
• 6:50
  way
• 6:50
  through
• 6:50
  to
• 6:50
  next
• 6:51
  best
• 6:51
  action
• 6:51
  and
• 6:52
  having
• 6:52
  that
• 6:52
  be
• 6:52
  something
• 6:53
  which
• 6:53
  is
• 6:53
  put
• 6:54
  into
• 6:54
  the
• 6:55
  hands
• 6:56
  of
• 6:56
  the
• 6:56
  store
• 6:56
  employee
• 6:57
  with
• 6:57
  explanations
• 6:58
  of
• 6:58
  what
• 6:58
  they
• 6:58
  should
• 6:59
  be
• 6:59
  doing.
• 6:59
  So
• 6:59
  that
• 6:59
  idea
• 7:00
  of
• 7:00
  that
• 7:00
  massive
• 7:00
  sort
• 7:01
  of
• 7:01
  step
• 7:01
  change
• 7:02
  where
• 7:02
  we
• 7:02
  know
• 7:02
  that
• 7:03
  what
• 7:03
  we're
• 7:03
  asking
• 7:03
  them
• 7:03
  to
• 7:03
  do
• 7:04
  is
• 7:04
  really
• 7:04
  the
• 7:04
  best
• 7:05
  next
• 7:05
  thing
• 7:05
  for
• 7:05
  them
• 7:06
  to
• 7:06
  do
• 7:06
  for
• 7:06
  the
• 7:06
  efficiency
• 7:06
  and
• 7:07
  effectiveness
• 7:07
  of
• 7:07
  the
• 7:07
  consumer
• 7:08
  experience
• 7:08
  and
• 7:08
  the
• 7:09
  value
• 7:09
  in
• 7:09
  the
• 7:09
  store
• 7:10
  makes
• 7:10
  sense.
• 7:10
  Well,
• 7:10
  Oliver,
• 7:11
  you
• 7:11
  mentioned
• 7:11
  a
• 7:11
  few
• 7:12
  things,
• 7:12
  but
• 7:12
  I'd
• 7:12
  love
• 7:13
  to
• 7:13
  dive
• 7:13
  a
• 7:13
  little
• 7:13
  bit
• 7:13
  deeper
• 7:14
  into
• 7:14
  some
• 7:15
  of
• 7:15
  the
• 7:15
  retail
• 7:15
  technologies
• 7:16
  that
• 7:16
  you
• 7:16
  think
• 7:16
  are
• 7:16
  going
• 7:17
  to
• 7:17
  start
• 7:17
  to
• 7:18
  take
• 7:18
  priority
• 7:19
  now
• 7:20
  that
• 7:21
  people
• 7:21
  are
• 7:22
  kind
• 7:22
  of
• 7:22
  shifting
• 7:22
  their
• 7:23
  focus
• 7:23
  on
• 7:24
  the
• 7:24
  connected
• 7:24
  store.
• 7:25
  What's
• 7:25
  going
• 7:25
  to
• 7:25
  make
• 7:25
  the
• 7:25
  most
• 7:26
  impact,
• 7:26
  do
• 7:26
  you
• 7:27
  think?
• 7:27
  What
• 7:27
  kind
• 7:27
  of
• 7:28
  technology
• 7:28
  and
• 7:29
  what
• 7:29
  do
• 7:29
  retailers
• 7:29
  need
• 7:30
  to
• 7:30
  be
• 7:30
  doing
• 7:30
  to
• 7:30
  appropriately
• 7:31
  prepare
• 7:31
  for
• 7:32
  that?
• 7:32
  Yeah,
• 7:32
  so
• 7:33
  I
• 7:33
  think
• 7:33
  the,
• 7:34
  the
• 7:34
  idea
• 7:35
  of
• 7:35
  having
• 7:36
  that
• 7:37
  feedback
• 7:37
  on
• 7:37
  what
• 7:38
  is
• 7:38
  happening
• 7:38
  in
• 7:38
  the
• 7:39
  store.
• 7:39
  Right.
• 7:39
  Whether
• 7:40
  that's
• 7:40
  through
• 7:40
  on
• 7:40
  shelf
• 7:41
  or
• 7:41
  that
• 7:41
  through,
• 7:41
  you
• 7:42
  know,
• 7:42
  robots
• 7:42
  that
• 7:42
  are
• 7:43
  feeding
• 7:43
  that.
• 7:43
  Yeah.
• 7:43
  Is
• 7:43
  clearly
• 7:44
  going
• 7:44
  to
• 7:44
  be
• 7:44
  a
• 7:44
  massive
• 7:44
  driver.
• 7:45
  I
• 7:45
  mean,
• 7:45
  you
• 7:45
  know,
• 7:45
  the
• 7:45
  fact
• 7:45
  that
• 7:45
  we're
• 7:46
  with
• 7:46
  you
• 7:46
  guys
• 7:47
  at
• 7:47
  Symbiote,
• 7:47
  that's
• 7:47
  an
• 7:47
  example
• 7:48
  of
• 7:48
  where
• 7:48
  this
• 7:48
  is
• 7:48
  going
• 7:49
  to.
• 7:49
  This
• 7:49
  is
• 7:49
  going
• 7:49
  to
• 7:49
  go.
• 7:50
  Yeah.
• 7:50
  And
• 7:50
  the
• 7:50
  ability
• 7:52
  turn
• 7:52
  those
• 7:52
  insights
• 7:53
  very
• 7:54
  rapidly
• 7:54
  into
• 7:54
  the
• 7:54
  sort
• 7:55
  of
• 7:55
  next
• 7:55
  best
• 7:55
  action
• 7:55
  piece.
• 7:56
  So
• 7:56
  that
• 7:57
  idea
• 7:57
  of
• 7:57
  in
• 7:57
  effect
• 7:58
  having
• 7:59
  that
• 7:59
  so
• 7:59
  that
• 7:59
  you've
• 8:00
  got
• 8:00
  good
• 8:00
  on
• 8:00
  shelf
• 8:00
  availability,
• 8:01
  that
• 8:02
  there's
• 8:02
  good
• 8:02
  in
• 8:03
  store
• 8:03
  experience,
• 8:03
  but
• 8:04
  then
• 8:04
  obviously
• 8:04
  the
• 8:04
  feed
• 8:05
  of
• 8:05
  that
• 8:05
  through
• 8:05
  the
• 8:05
  entire
• 8:06
  supply
• 8:06
  chain,
• 8:07
  because
• 8:08
  what
• 8:08
  we
• 8:09
  are
• 8:09
  seeing,
• 8:09
  and
• 8:09
  this
• 8:09
  is
• 8:09
  true
• 8:10
  in
• 8:10
  the
• 8:10
  conversations
• 8:10
  we
• 8:11
  have
• 8:11
  with
• 8:11
  both
• 8:11
  manufacturers
• 8:12
  and
• 8:12
  retailers,
• 8:13
  is
• 8:13
  the
• 8:14
  fact
• 8:14
  that
• 8:14
  we
• 8:15
  can
• 8:15
  see
• 8:15
  this
• 8:16
  as
• 8:16
  a
• 8:16
  mechanism
• 8:17
  to
• 8:17
  really
• 8:17
  eliminate
• 8:18
  stock
• 8:18
  outs.
• 8:19
  Right.
• 8:19
  And
• 8:20
  to
• 8:20
  go
• 8:20
  even
• 8:20
  further
• 8:21
  and
• 8:21
  further
• 8:21
  up
• 8:21
  to
• 8:21
  really
• 8:21
  understand
• 8:22
  where
• 8:22
  consumer
• 8:22
  demand
• 8:23
  is
• 8:23
  going.
• 8:24
  So
• 8:24
  if
• 8:24
  you
• 8:24
  think
• 8:24
  about
• 8:24
  the
• 8:24
  trend
• 8:25
  here,
• 8:25
  obviously
• 8:25
  this
• 8:25
  is
• 8:26
  going
• 8:26
  to
• 8:26
  really
• 8:26
  help
• 8:26
  with
• 8:27
  what
• 8:28
  we've
• 8:28
  got
• 8:28
  available
• 8:29
  in
• 8:29
  store
• 8:29
  and
• 8:29
  the
• 8:29
  accuracy
• 8:30
  of
• 8:30
  that.
• 8:30
  But
• 8:30
  we're
• 8:31
  also
• 8:31
  now
• 8:31
  starting
• 8:31
  to
• 8:32
  see
• 8:32
  people
• 8:32
  saying,
• 8:32
  can
• 8:32
  we
• 8:33
  actually
• 8:33
  look
• 8:33
  at
• 8:34
  what
• 8:34
  those
• 8:34
  emerging
• 8:35
  consumer
• 8:36
  signals
• 8:36
  are,
• 8:37
  which
• 8:37
  has
• 8:38
  historically
• 8:38
  been
• 8:38
  hard
• 8:39
  to
• 8:39
  access
• 8:39
  through
• 8:39
  what's
• 8:40
  on
• 8:40
  social
• 8:41
  media,
• 8:41
  et
• 8:41
  cetera,
• 8:41
  and
• 8:42
  using
• 8:42
  that
• 8:42
  then
• 8:42
  to
• 8:43
  drive
• 8:43
  what
• 8:44
  we
• 8:44
  should
• 8:44
  have
• 8:44
  on
• 8:44
  the
• 8:44
  shelf,
• 8:45
  getting
• 8:45
  even
• 8:46
  further
• 8:47
  upstream
• 8:48
  with
• 8:48
  consumers.
• 8:48
  Well,
• 8:49
  and
• 8:49
  Oliver,
• 8:49
  are
• 8:49
  you
• 8:50
  seeing
• 8:50
  particular
• 8:50
  technologies
• 8:51
  that
• 8:51
  are
• 8:51
  able
• 8:51
  to
• 8:52
  do
• 8:52
  this,
• 8:52
  I
• 8:52
  think
• 8:53
  better
• 8:53
  than
• 8:54
  we've
• 8:54
  been
• 8:54
  doing
• 8:54
  it
• 8:54
  manually
• 8:55
  in
• 8:55
  store?
• 8:55
  I
• 8:56
  mean,
• 8:56
  do
• 8:56
  you
• 8:56
  feel
• 8:56
  like
• 8:57
  this
• 8:57
  is
• 8:57
  a
• 8:57
  process
• 8:58
  that
• 8:58
  we
• 8:58
  can
• 8:58
  continue
• 8:58
  to
• 8:59
  just
• 8:59
  use
• 8:59
  people
• 9:00
  for.
• 9:00
  Or
• 9:00
  is
• 9:00
  it
• 9:00
  important
• 9:01
  for
• 9:01
  retailers
• 9:02
  to
• 9:02
  be
• 9:02
  thinking
• 9:02
  about
• 9:02
  the
• 9:03
  technologies
• 9:03
  that
• 9:03
  are
• 9:04
  going
• 9:04
  to
• 9:04
  support
• 9:04
  the
• 9:05
  store
• 9:05
  team's
• 9:05
  numbers
• 9:06
  to
• 9:06
  get
• 9:06
  that?
• 9:07
  There's
• 9:08
  a
• 9:08
  broader
• 9:08
  thing
• 9:08
  that
• 9:09
  you're
• 9:09
  referring
• 9:09
  to,
• 9:09
  which
• 9:10
  I
• 9:10
  think
• 9:10
  is
• 9:10
  something
• 9:10
  that
• 9:11
  the
• 9:12
  industry
• 9:12
  is
• 9:13
  obviously
• 9:13
  in
• 9:13
  its
• 9:13
  infancy
• 9:14
  of,
• 9:14
  but
• 9:14
  we
• 9:14
  expect
• 9:15
  to
• 9:15
  see,
• 9:15
  which
• 9:15
  is
• 9:15
  what
• 9:16
  I
• 9:16
  would
• 9:16
  describe
• 9:16
  as
• 9:16
  the
• 9:17
  human
• 9:17
  AI
• 9:17
  flip.
• 9:18
  So
• 9:19
  if
• 9:19
  we
• 9:19
  think
• 9:19
  about
• 9:19
  this,
• 9:20
  people,
• 9:21
  I
• 9:22
  would
• 9:22
  say
• 9:22
  this
• 9:22
  is
• 9:22
  true.
• 9:22
  Even
• 9:23
  a
• 9:23
  year
• 9:23
  ago.
• 9:23
  Okay.
• 9:24
  People
• 9:24
  would
• 9:24
  have
• 9:25
  said,
• 9:25
  let's
• 9:25
  start
• 9:25
  with
• 9:26
  in
• 9:26
  effect,
• 9:26
  a
• 9:26
  human
• 9:26
  driven
• 9:27
  process
• 9:27
  and
• 9:28
  how
• 9:28
  can
• 9:28
  we
• 9:28
  weave
• 9:28
  the
• 9:28
  technology
• 9:29
  in?
• 9:29
  Right,
• 9:29
  right.
• 9:30
  What
• 9:30
  we
• 9:30
  are
• 9:31
  now
• 9:31
  expecting
• 9:31
  to
• 9:32
  see,
• 9:32
  and
• 9:32
  I
• 9:32
  think
• 9:32
  there'll
• 9:32
  be
• 9:32
  more
• 9:32
  and
• 9:33
  more
• 9:33
  pilots
• 9:33
  and
• 9:33
  showing
• 9:34
  this
• 9:34
  happening
• 9:34
  at
• 9:35
  scale
• 9:35
  is
• 9:36
  the
• 9:36
  flip
• 9:36
  of
• 9:36
  that.
• 9:36
  So
• 9:37
  we're
• 9:37
  actually
• 9:37
  saying
• 9:37
  let's
• 9:38
  have
• 9:38
  a
• 9:39
  robotic
• 9:39
  or
• 9:40
  an
• 9:40
  AI
• 9:40
  led
• 9:40
  process
• 9:41
  with
• 9:42
  a
• 9:42
  human
• 9:42
  in
• 9:42
  the
• 9:42
  loop.
• 9:43
  And
• 9:43
  the
• 9:43
  focus
• 9:44
  of
• 9:44
  the
• 9:44
  human
• 9:45
  is
• 9:46
  to
• 9:46
  say,
• 9:46
  how
• 9:46
  do
• 9:46
  we
• 9:46
  actually
• 9:47
  make
• 9:47
  this
• 9:48
  actually
• 9:48
  better?
• 9:48
  Right,
• 9:49
  right.
• 9:49
  And
• 9:49
  personalize
• 9:50
  it
• 9:50
  to
• 9:50
  our
• 9:50
  store
• 9:50
  experience,
• 9:51
  I
• 9:51
  imagine.
• 9:51
  Right,
• 9:52
  right.
• 9:52
  Because
• 9:52
  when
• 9:52
  you're
• 9:53
  saying
• 9:53
  next
• 9:53
  best
• 9:54
  action
• 9:54
  that
• 9:54
  can
• 9:54
  take
• 9:55
  a
• 9:55
  lot
• 9:55
  of.
• 9:55
  That
• 9:55
  can
• 9:56
  take
• 9:56
  in
• 9:56
  a
• 9:56
  lot
• 9:56
  of
• 9:56
  different
• 9:57
  arena
• 9:57
  can
• 9:57
  come
• 9:57
  in
• 9:57
  a
• 9:57
  lot
• 9:57
  of
• 9:58
  different
• 9:58
  arenas.
• 9:58
  Right.
• 9:58
  It
• 9:58
  could
• 9:58
  be
• 9:58
  the
• 9:58
  next
• 9:59
  best
• 9:59
  action
• 9:59
  that
• 9:59
  the
• 10:00
  store
• 10:00
  employee
• 10:01
  is
• 10:01
  going
• 10:01
  to
• 10:01
  take.
• 10:02
  It
• 10:02
  could
• 10:02
  be
• 10:02
  the
• 10:02
  next,
• 10:03
  next
• 10:03
  best
• 10:03
  action
• 10:03
  that
• 10:04
  the
• 10:04
  store
• 10:04
  merchandiser
• 10:05
  back
• 10:05
  at
• 10:05
  HQ
• 10:05
  could
• 10:06
  take
• 10:06
  next
• 10:07
  best
• 10:07
  action
• 10:07
  that
• 10:07
  the
• 10:07
  supply
• 10:08
  chain
• 10:08
  logistics
• 10:09
  manager
• 10:09
  could
• 10:09
  take
• 10:09
  too.
• 10:10
  Right.
• 10:10
  Am
• 10:10
  I
• 10:10
  thinking
• 10:10
  about
• 10:10
  that
• 10:10
  the
• 10:10
  right
• 10:11
  way?
• 10:11
  Yeah.
• 10:11
  And
• 10:12
  I
• 10:12
  think
• 10:12
  that
• 10:13
  that's,
• 10:13
  that's
• 10:13
  where
• 10:14
  you
• 10:14
  hit
• 10:14
  the
• 10:14
  nail
• 10:14
  on
• 10:14
  the
• 10:14
  head
• 10:14
  is
• 10:15
  that
• 10:15
  when
• 10:15
  we,
• 10:15
  when
• 10:15
  we
• 10:15
  get
• 10:16
  to
• 10:16
  that,
• 10:16
  we
• 10:17
  know
• 10:17
  that
• 10:17
  today
• 10:18
  a
• 10:18
  huge
• 10:18
  number
• 10:19
  of
• 10:20
  leaders,
• 10:20
  a
• 10:20
  huge
• 10:20
  number
• 10:20
  of
• 10:21
  rental
• 10:21
  managers,
• 10:21
  a
• 10:21
  huge
• 10:21
  number
• 10:21
  of
• 10:22
  frontline
• 10:22
  employees
• 10:23
  are
• 10:23
  spending
• 10:23
  an
• 10:24
  enormous
• 10:24
  amount
• 10:24
  of
• 10:25
  time
• 10:25
  deciding
• 10:25
  what
• 10:26
  should
• 10:26
  they
• 10:26
  do
• 10:26
  next.
• 10:27
  Or
• 10:27
  they're
• 10:27
  just
• 10:27
  checking
• 10:28
  tasks
• 10:28
  off
• 10:28
  their
• 10:28
  list
• 10:29
  daily,
• 10:29
  which
• 10:30
  might
• 10:30
  not
• 10:30
  be
• 10:30
  the
• 10:30
  most
• 10:30
  efficient
• 10:31
  allocation
• 10:31
  of
• 10:31
  their
• 10:31
  workload
• 10:32
  either.
• 10:32
  Right,
• 10:33
  Correct.
• 10:33
  That's
• 10:33
  the
• 10:33
  other
• 10:33
  thing.
• 10:33
  And
• 10:34
  I
• 10:34
  think
• 10:34
  this
• 10:34
  is
• 10:34
  when
• 10:34
  we're
• 10:34
  having
• 10:35
  conversations
• 10:35
  with
• 10:36
  leaders,
• 10:37
  that's
• 10:37
  the
• 10:37
  big
• 10:37
  conversation,
• 10:38
  is
• 10:38
  that
• 10:39
  this
• 10:39
  actually
• 10:39
  implies
• 10:40
  a
• 10:40
  big
• 10:40
  flip.
• 10:40
  So
• 10:41
  when
• 10:42
  we
• 10:42
  say
• 10:42
  let's
• 10:43
  just
• 10:43
  kind
• 10:43
  of
• 10:43
  go
• 10:43
  forward
• 10:43
  12
• 10:44
  months
• 10:44
  and
• 10:44
  say
• 10:45
  what
• 10:45
  should
• 10:46
  a
• 10:46
  leadership
• 10:46
  conversation
• 10:47
  look
• 10:47
  like?
• 10:48
  It
• 10:48
  should
• 10:48
  have
• 10:49
  a
• 10:49
  much
• 10:49
  more
• 10:50
  clear
• 10:50
  focus
• 10:50
  on
• 10:52
  what
• 10:52
  is
• 10:52
  the
• 10:52
  next
• 10:52
  best
• 10:53
  action
• 10:53
  being
• 10:53
  recommended
• 10:54
  and
• 10:54
  what
• 10:54
  can
• 10:55
  we
• 10:55
  do
• 10:55
  based
• 10:55
  on
• 10:55
  the
• 10:55
  information
• 10:56
  we've
• 10:56
  got
• 10:56
  to
• 10:57
  make
• 10:57
  that
• 10:57
  better.
• 10:58
  Let's
• 10:58
  not
• 10:59
  spend
• 10:59
  this
• 10:59
  much
• 10:59
  time
• 10:59
  looking
• 11:00
  at
• 11:00
  reports
• 11:00
  actually
• 11:01
  go
• 11:01
  directly
• 11:01
  to
• 11:01
  that.
• 11:02
  So
• 11:02
  when
• 11:02
  we
• 11:02
  talk
• 11:02
  about
• 11:02
  the
• 11:03
  concept
• 11:03
  of.
• 11:03
  Sometimes
• 11:04
  people
• 11:04
  describe
• 11:04
  it
• 11:04
  as
• 11:05
  data
• 11:05
  to
• 11:05
  leadership
• 11:05
  or
• 11:05
  algorithmic
• 11:06
  leadership,
• 11:06
  etcetera
• 11:07
  that's
• 11:08
  the
• 11:08
  jump
• 11:08
  we're
• 11:08
  talking
• 11:09
  about.
• 11:09
  Right.
• 11:09
  And
• 11:10
  if
• 11:10
  you
• 11:10
  then
• 11:10
  think
• 11:10
  about
• 11:11
  what
• 11:11
  does
• 11:11
  that
• 11:11
  translate
• 11:12
  into
• 11:12
  the
• 11:13
  store
• 11:13
  experience
• 11:14
  and
• 11:14
  the
• 11:14
  way
• 11:14
  in
• 11:14
  which
• 11:14
  the
• 11:14
  store
• 11:14
  is
• 11:14
  going
• 11:15
  to
• 11:15
  operate,
• 11:15
  it's
• 11:16
  going
• 11:16
  to
• 11:16
  flatten
• 11:16
  this
• 11:16
  out
• 11:17
  massively.
• 11:17
  Because
• 11:17
  our
• 11:18
  ability
• 11:18
  to
• 11:18
  take
• 11:18
  that
• 11:19
  collected
• 11:20
  inside
• 11:20
  to
• 11:20
  the
• 11:20
  top
• 11:20
  and
• 11:21
  have
• 11:21
  it
• 11:21
  really
• 11:21
  be
• 11:21
  useful,
• 11:22
  the
• 11:22
  front
• 11:22
  line.
• 11:22
  Right.
• 11:23
  Gets
• 11:23
  changed
• 11:23
  fundamentally.
• 11:24
  Right,
• 11:24
  right.
• 11:24
  Yeah.
• 11:24
  You're
• 11:25
  speaking
• 11:25
  my
• 11:25
  language
• 11:25
  a
• 11:25
  little
• 11:26
  bit.
• 11:26
  Speaking
• 11:26
  our
• 11:26
  language
• 11:26
  and
• 11:27
  our
• 11:27
  audience's
• 11:27
  language.
• 11:28
  Yeah,
• 11:28
  yeah.
• 11:28
  I
• 11:28
  mean,
• 11:28
  there's
• 11:28
  a
• 11:28
  lot
• 11:29
  of
• 11:29
  people.
• 11:29
  You
• 11:29
  can
• 11:29
  come
• 11:29
  back
• 11:30
  anytime.
• 11:31
  I've
• 11:31
  always
• 11:31
  wanted
• 11:31
  to.
• 11:31
  I've
• 11:32
  always
• 11:32
  wanted
• 11:32
  to.
• 11:32
  I've
• 11:32
  always
• 11:32
  envisioned
• 11:33
  the
• 11:33
  Monday
• 11:33
  morning
• 11:34
  meeting
• 11:34
  that
• 11:34
  we
• 11:34
  all
• 11:34
  have,
• 11:35
  you
• 11:35
  know,
• 11:35
  just
• 11:36
  built
• 11:36
  around
• 11:36
  what
• 11:37
  you're
• 11:37
  talking
• 11:37
  about.
• 11:37
  Right.
• 11:38
  So
• 11:38
  we're
• 11:38
  all
• 11:38
  on
• 11:38
  the
• 11:38
  same
• 11:38
  page.
• 11:39
  We
• 11:39
  know
• 11:39
  where
• 11:39
  it's
• 11:39
  going
• 11:40
  and
• 11:40
  why
• 11:40
  we're
• 11:40
  doing
• 11:40
  it.
• 11:41
  But.
• 11:41
  All
• 11:41
  right,
• 11:41
  let's
• 11:41
  get
• 11:42
  you
• 11:42
  out
• 11:42
  of
• 11:42
  here
• 11:42
  on
• 11:42
  this.
• 11:42
  So
• 11:44
  what's
• 11:44
  going
• 11:44
  to
• 11:44
  separate
• 11:45
  the
• 11:45
  haves
• 11:45
  and
• 11:45
  the
• 11:45
  have
• 11:46
  nots,
• 11:46
  particularly
• 11:46
  in
• 11:47
  grocery
• 11:47
  over
• 11:47
  the
• 11:47
  next
• 11:47
  three
• 11:48
  to
• 11:48
  five
• 11:48
  years?
• 11:48
  What
• 11:48
  do
• 11:49
  you
• 11:49
  think
• 11:49
  is
• 11:49
  going
• 11:49
  to
• 11:49
  be
• 11:49
  the
• 11:49
  real
• 11:50
  separator?
• 11:51
  I
• 11:51
  think,
• 11:51
  I
• 11:52
  mean,
• 11:52
  and
• 11:52
  you
• 11:52
  might
• 11:52
  be
• 11:52
  surprised
• 11:53
  when
• 11:53
  I
• 11:53
  hear
• 11:53
  you
• 11:53
  say
• 11:54
  this,
• 11:54
  is
• 11:54
  that
• 11:55
  because
• 11:56
  so
• 11:56
  much
• 11:57
  of
• 11:57
  this
• 11:57
  innovation
• 11:58
  is
• 11:58
  technology
• 11:58
  and
• 11:59
  data
• 11:59
  driven,
• 12:00
  the
• 12:00
  question
• 12:01
  about
• 12:01
  leadership
• 12:02
  being
• 12:03
  comfortable
• 12:03
  with
• 12:04
  what
• 12:04
  that
• 12:04
  means
• 12:05
  and
• 12:05
  taking
• 12:05
  that
• 12:06
  on
• 12:06
  board
• 12:06
  and
• 12:06
  looking
• 12:07
  at
• 12:07
  how
• 12:07
  can
• 12:07
  they
• 12:07
  innovate
• 12:08
  in
• 12:08
  that
• 12:08
  way
• 12:08
  is
• 12:08
  going
• 12:08
  to
• 12:08
  be
• 12:08
  very
• 12:09
  profound.
• 12:09
  And
• 12:10
  so,
• 12:11
  I
• 12:11
  mean,
• 12:11
  this
• 12:11
  is
• 12:12
  a
• 12:12
  question.
• 12:12
  I
• 12:13
  get
• 12:13
  a
• 12:13
  lot.
• 12:14
  I
• 12:14
  got
• 12:14
  a
• 12:14
  follow
• 12:14
  up
• 12:14
  already.
• 12:15
  Keep
• 12:15
  going.
• 12:15
  Yeah,
• 12:16
  I
• 12:16
  get
• 12:16
  a
• 12:16
  lot,
• 12:16
  which
• 12:16
  is
• 12:17
  there
• 12:18
  is
• 12:18
  a
• 12:18
  huge
• 12:19
  amount
• 12:19
  of
• 12:20
  anxiety
• 12:20
  that
• 12:21
  we
• 12:21
  found
• 12:21
  that
• 12:21
  we're
• 12:22
  unlocking
• 12:22
  in
• 12:22
  these
• 12:22
  conversations
• 12:24
  about
• 12:24
  leaders
• 12:24
  being
• 12:25
  really
• 12:25
  comfortable
• 12:26
  in
• 12:26
  operating
• 12:27
  in
• 12:27
  the
• 12:27
  world.
• 12:28
  And,
• 12:28
  and
• 12:29
  it
• 12:30
  got
• 12:30
  to
• 12:30
  the
• 12:30
  point
• 12:30
  where
• 12:31
  we
• 12:31
  actually
• 12:32
  put.
• 12:32
  Ended
• 12:33
  up
• 12:33
  putting
• 12:33
  a
• 12:33
  survey
• 12:33
  out
• 12:33
  there
• 12:34
  to
• 12:34
  actually
• 12:34
  ask
• 12:34
  this
• 12:34
  question.
• 12:35
  So
• 12:35
  we
• 12:35
  asked
• 12:35
  a
• 12:35
  lot
• 12:35
  of
• 12:36
  the
• 12:36
  big
• 12:36
  consumer
• 12:37
  industry
• 12:37
  players
• 12:37
  their
• 12:38
  view
• 12:38
  of
• 12:38
  looking
• 12:38
  across
• 12:38
  their
• 12:39
  top
• 12:39
  teams
• 12:39
  today.
• 12:40
  Yeah.
• 12:40
  What
• 12:41
  was
• 12:41
  their
• 12:41
  comfort
• 12:41
  level
• 12:42
  in
• 12:42
  the
• 12:43
  sort
• 12:43
  of
• 12:43
  leadership
• 12:43
  skills
• 12:44
  are
• 12:44
  required
• 12:44
  now?
• 12:45
  And
• 12:45
  the
• 12:46
  number
• 12:46
  that
• 12:47
  came
• 12:47
  back
• 12:47
  was
• 12:47
  about
• 12:48
  half.
• 12:49
  So
• 12:49
  when
• 12:49
  I'm
• 12:49
  talking
• 12:49
  to
• 12:49
  a
• 12:50
  leadership.
• 12:50
  Team
• 12:50
  and
• 12:51
  that's
• 12:51
  ideally
• 12:52
  like
• 12:52
  half
• 12:52
  that
• 12:53
  they're
• 12:53
  admitting.
• 12:54
  Yeah,
• 12:54
  right.
• 12:55
  Yeah.
• 12:55
  Who's.
• 12:56
  Who's
• 12:56
  watching
• 12:56
  my.
• 12:57
  What
• 12:57
  I
• 12:57
  put
• 12:57
  on
• 12:57
  this
• 12:57
  survey.
• 12:58
  Right,
• 12:58
  exactly.
• 12:59
  I
• 12:59
  mean,
• 12:59
  and
• 13:00
  I
• 13:00
  think.
• 13:00
  So
• 13:01
  you
• 13:01
  know,
• 13:01
  what
• 13:01
  that
• 13:01
  does
• 13:02
  mean
• 13:02
  is
• 13:02
  that
• 13:04
  the
• 13:05
  level
• 13:05
  of
• 13:05
  interest
• 13:06
  in
• 13:07
  becoming
• 13:07
  much
• 13:08
  more
• 13:08
  taken
• 13:08
  data
• 13:08
  savvy
• 13:09
  is
• 13:10
  gone
• 13:10
  through
• 13:10
  the
• 13:10
  roof.
• 13:11
  And
• 13:11
  the
• 13:11
  thing
• 13:12
  that's
• 13:12
  different
• 13:12
  about
• 13:12
  this
• 13:13
  is
• 13:13
  if
• 13:13
  you
• 13:13
  think
• 13:14
  about
• 13:14
  we're
• 13:14
  talking
• 13:14
  to
• 13:14
  a
• 13:15
  team
• 13:15
  now
• 13:15
  versus
• 13:16
  say
• 13:16
  three
• 13:16
  years
• 13:16
  ago,
• 13:17
  we
• 13:17
  would
• 13:17
  have
• 13:17
  said
• 13:18
  to
• 13:18
  A
• 13:18
  leadership
• 13:18
  team.
• 13:19
  You
• 13:19
  need
• 13:19
  to
• 13:19
  become
• 13:19
  much
• 13:19
  more,
• 13:20
  you
• 13:20
  know,
• 13:20
  you
• 13:20
  need
• 13:20
  to,
• 13:20
  this
• 13:20
  technology
• 13:21
  needs
• 13:21
  to
• 13:21
  put
• 13:21
  in
• 13:21
  place.
• 13:22
  But
• 13:23
  that
• 13:23
  was
• 13:23
  something
• 13:23
  where
• 13:23
  they
• 13:23
  were
• 13:24
  instructing
• 13:24
  changes
• 13:25
  in
• 13:25
  the
• 13:25
  rest
• 13:25
  of
• 13:26
  the
• 13:26
  company.
• 13:26
  Right.
• 13:27
  With
• 13:27
  this,
• 13:28
  everybody
• 13:29
  we're
• 13:29
  talking
• 13:29
  to
• 13:30
  in
• 13:30
  the
• 13:30
  room.
• 13:30
  Right.
• 13:31
  Including
• 13:31
  all
• 13:31
  of
• 13:31
  the
• 13:31
  leadership,
• 13:32
  their
• 13:33
  own
• 13:33
  personal
• 13:34
  behavior
• 13:34
  is
• 13:35
  going
• 13:35
  to
• 13:35
  get
• 13:35
  changed.
• 13:36
  Well,
• 13:37
  so,
• 13:37
  okay,
• 13:37
  so,
• 13:37
  so
• 13:38
  I,
• 13:38
  I
• 13:38
  don't
• 13:38
  want
• 13:38
  to
• 13:38
  age
• 13:39
  you,
• 13:39
  but
• 13:39
  I
• 13:39
  know
• 13:40
  most
• 13:40
  of
• 13:40
  us,
• 13:41
  you
• 13:41
  know,
• 13:41
  speaking
• 13:41
  on
• 13:41
  this
• 13:42
  live
• 13:42
  broadcast,
• 13:43
  we
• 13:43
  can
• 13:44
  remember
• 13:44
  the
• 13:44
  first
• 13:44
  time
• 13:44
  when
• 13:44
  E
• 13:45
  Commerce
• 13:45
  came
• 13:45
  about.
• 13:46
  Yeah.
• 13:46
  And
• 13:46
  that
• 13:46
  was
• 13:46
  a
• 13:47
  big
• 13:47
  adaptation
• 13:47
  for
• 13:48
  a
• 13:48
  lot
• 13:48
  of
• 13:48
  retail
• 13:48
  executives.
• 13:49
  How
• 13:50
  would
• 13:50
  you
• 13:50
  compare
• 13:50
  this
• 13:51
  to
• 13:51
  that?
• 13:52
  Are
• 13:52
  retail
• 13:52
  executives
• 13:53
  more
• 13:53
  like,
• 13:53
  okay,
• 13:54
  yeah,
• 13:54
  I
• 13:54
  need
• 13:54
  to
• 13:54
  get
• 13:54
  on
• 13:54
  board
• 13:55
  or
• 13:55
  are
• 13:55
  they,
• 13:55
  as
• 13:56
  I
• 13:56
  don't
• 13:56
  want
• 13:57
  to
• 13:57
  say,
• 13:57
  I
• 13:57
  will
• 13:57
  say,
• 13:58
  dismissive
• 13:58
  of
• 13:59
  the
• 13:59
  trend
• 13:59
  like
• 13:59
  they
• 14:00
  were
• 14:00
  with
• 14:00
  E
• 14:00
  Commerce
• 14:00
  back
• 14:00
  in
• 14:01
  the
• 14:01
  day.
• 14:01
  And
• 14:01
  it
• 14:01
  wasn't
• 14:01
  until
• 14:01
  10
• 14:02
  or
• 14:02
  15
• 14:02
  years
• 14:02
  later
• 14:02
  that
• 14:03
  Amazon
• 14:03
  showed
• 14:03
  them,
• 14:04
  you
• 14:04
  know,
• 14:04
  everything
• 14:05
  that
• 14:05
  could
• 14:05
  happen.
• 14:05
  Yeah,
• 14:06
  I
• 14:06
  mean,
• 14:06
  it's
• 14:06
  a
• 14:06
  great
• 14:06
  question.
• 14:07
  I
• 14:07
  mean
• 14:07
  I
• 14:08
  do
• 14:08
  remember
• 14:08
  the
• 14:08
  E
• 14:08
  Commerce
• 14:09
  conversations
• 14:09
  obviously.
• 14:10
  Well.
• 14:10
  And
• 14:10
  there
• 14:11
  was
• 14:11
  a
• 14:11
  lot
• 14:11
  more
• 14:11
  about
• 14:12
  this
• 14:12
  like
• 14:12
  really
• 14:13
  seriously,
• 14:13
  like,
• 14:13
  you
• 14:14
  know,
• 14:14
  it's
• 14:14
  a
• 14:14
  physical
• 14:14
  product,
• 14:14
  people
• 14:14
  have
• 14:15
  got
• 14:15
  to
• 14:15
  go
• 14:15
  into
• 14:15
  the
• 14:15
  store.
• 14:15
  The
• 14:16
  economics,
• 14:16
  I
• 14:16
  mean,
• 14:16
  like.
• 14:17
  Absolutely.
• 14:18
  I
• 14:18
  think
• 14:18
  this
• 14:18
  is
• 14:18
  profoundly
• 14:19
  different.
• 14:19
  This
• 14:19
  is
• 14:19
  different.
• 14:20
  So
• 14:20
  you're
• 14:20
  seeing
• 14:20
  a
• 14:20
  different
• 14:21
  perception
• 14:21
  towards
• 14:21
  it.
• 14:22
  Yeah.
• 14:22
  And
• 14:22
  that's
• 14:22
  good
• 14:23
  enough
• 14:23
  just
• 14:23
  to
• 14:23
  give
• 14:23
  you
• 14:23
  a
• 14:23
  reference
• 14:24
  point.
• 14:24
  So
• 14:24
  we've
• 14:24
  been
• 14:25
  doing
• 14:25
  the
• 14:26
  research
• 14:26
  work
• 14:27
  with
• 14:27
  the
• 14:27
  World
• 14:27
  Economic
• 14:27
  Forum.
• 14:28
  So
• 14:28
  we
• 14:28
  basically,
• 14:29
  they
• 14:29
  ask
• 14:29
  us
• 14:29
  to
• 14:30
  do
• 14:30
  kind
• 14:30
  of
• 14:30
  compositions
• 14:30
  of
• 14:31
  briefings
• 14:31
  for
• 14:31
  executives
• 14:32
  for
• 14:32
  as
• 14:32
  we
• 14:32
  go
• 14:32
  through
• 14:33
  every
• 14:33
  year
• 14:33
  and
• 14:33
  they
• 14:33
  were
• 14:33
  just
• 14:33
  to
• 14:34
  have
• 14:34
  a,
• 14:34
  we're
• 14:34
  going
• 14:34
  to
• 14:34
  have
• 14:34
  a
• 14:35
  piece
• 14:35
  coming
• 14:35
  out
• 14:35
  in
• 14:35
  a.
• 14:35
  About
• 14:36
  a
• 14:36
  month
• 14:36
  or
• 14:36
  so.
• 14:36
  Exactly.
• 14:37
  On
• 14:37
  this.
• 14:38
  We
• 14:38
  asked
• 14:38
  about
• 14:39
  70,
• 14:39
  80
• 14:39
  different
• 14:39
  companies
• 14:40
  for
• 14:40
  how
• 14:40
  they
• 14:41
  were,
• 14:41
  you
• 14:41
  know,
• 14:41
  how
• 14:41
  this
• 14:41
  was
• 14:42
  reacting.
• 14:43
  None
• 14:43
  of
• 14:43
  them,
• 14:43
  none
• 14:44
  of
• 14:44
  the
• 14:44
  people
• 14:44
  we
• 14:44
  talked
• 14:44
  to
• 14:45
  said,
• 14:45
  oh,
• 14:45
  this
• 14:45
  is
• 14:45
  like
• 14:46
  high
• 14:47
  blown
• 14:47
  smoke.
• 14:47
  Yes.
• 14:48
  People
• 14:49
  on
• 14:49
  the
• 14:49
  E
• 14:49
  Commerce
• 14:49
  side
• 14:49
  that
• 14:49
  were
• 14:50
  more
• 14:50
  suspicious
• 14:50
  of
• 14:50
  it.
• 14:50
  Yeah.
• 14:51
  There
• 14:51
  was
• 14:51
  a
• 14:52
  question
• 14:52
  more
• 14:53
  about
• 14:53
  the
• 14:53
  timing
• 14:54
  of
• 14:54
  it.
• 14:54
  Right,
• 14:55
  right.
• 14:55
  But
• 14:56
  the
• 14:56
  interesting.
• 14:56
  How
• 14:57
  fast
• 14:57
  to
• 14:57
  run
• 14:57
  towards
• 14:57
  it.
• 14:58
  Right.
• 14:59
  But
• 14:59
  the,
• 14:59
  the
• 14:59
  thing
• 15:00
  that
• 15:00
  came
• 15:00
  through
• 15:00
  was
• 15:01
  about
• 15:01
  a
• 15:01
  third
• 15:02
  of
• 15:02
  them
• 15:02
  were
• 15:02
  saying
• 15:02
  that
• 15:02
  they
• 15:03
  expected
• 15:03
  to
• 15:03
  see
• 15:03
  this
• 15:04
  impacting
• 15:04
  the
• 15:04
  industry
• 15:05
  towards
• 15:05
  the
• 15:05
  end
• 15:05
  of
• 15:05
  this
• 15:05
  year.
• 15:06
  Okay.
• 15:07
  And
• 15:07
  about
• 15:07
  two
• 15:08
  thirds
• 15:08
  said
• 15:08
  they
• 15:08
  expect
• 15:08
  to
• 15:09
  see
• 15:09
  it
• 15:09
  impact
• 15:09
  the
• 15:09
  industry
• 15:10
  towards
• 15:10
  the
• 15:10
  end
• 15:10
  of
• 15:10
  next
• 15:11
  year.
• 15:11
  26.
• 15:11
  Right.
• 15:12
  Okay.
• 15:12
  No
• 15:12
  one
• 15:12
  said,
• 15:13
  oh,
• 15:13
  it's
• 15:13
  going
• 15:13
  to
• 15:13
  go
• 15:14
  way,
• 15:14
  way
• 15:14
  out.
• 15:14
  That's
• 15:14
  interesting.
• 15:15
  Now
• 15:15
  one
• 15:15
  thing
• 15:15
  that
• 15:16
  came
• 15:16
  up
• 15:16
  a
• 15:16
  lot
• 15:16
  was
• 15:16
  the
• 15:17
  question
• 15:17
  about
• 15:18
  the
• 15:18
  industry
• 15:19
  tipping
• 15:19
  point.
• 15:20
  And
• 15:20
  I
• 15:20
  said,
• 15:21
  well,
• 15:21
  you
• 15:21
  know,
• 15:21
  what
• 15:21
  do
• 15:21
  you
• 15:21
  mean
• 15:21
  by
• 15:21
  that?
• 15:21
  Because
• 15:21
  it
• 15:22
  came
• 15:22
  Up
• 15:22
  a
• 15:22
  lot.
• 15:23
  Basically
• 15:23
  what
• 15:23
  people
• 15:24
  were
• 15:24
  saying
• 15:24
  was
• 15:26
  because
• 15:26
  the
• 15:27
  industry
• 15:27
  is
• 15:27
  obviously
• 15:28
  slightly
• 15:28
  investment
• 15:29
  averse,
• 15:29
  is
• 15:29
  it,
• 15:30
  you
• 15:30
  know,
• 15:30
  isn't
• 15:30
  necessary
• 15:31
  for
• 15:31
  that.
• 15:31
  Right.
• 15:32
  Once
• 15:32
  these
• 15:33
  proof
• 15:33
  points
• 15:33
  start
• 15:34
  to
• 15:34
  emerge
• 15:34
  at
• 15:34
  scale,
• 15:35
  a
• 15:36
  number
• 15:36
  of
• 15:36
  people
• 15:36
  said
• 15:36
  to
• 15:37
  us
• 15:37
  that
• 15:37
  they're
• 15:37
  expecting
• 15:38
  there
• 15:38
  to
• 15:38
  be
• 15:39
  quite
• 15:39
  a
• 15:39
  big
• 15:39
  adjustment
• 15:40
  to
• 15:41
  people
• 15:41
  saying
• 15:41
  actually
• 15:42
  we're
• 15:42
  going
• 15:42
  to
• 15:42
  need
• 15:42
  to
• 15:43
  get
• 15:43
  after
• 15:43
  this
• 15:43
  and
• 15:44
  make
• 15:44
  these
• 15:44
  adjustments
• 15:45
  in
• 15:45
  a
• 15:46
  much
• 15:46
  more
• 15:46
  compressed
• 15:46
  period
• 15:47
  of
• 15:47
  time.
• 15:47
  Right,
• 15:47
  got
• 15:48
  it.
• 15:48
  And
• 15:48
  so
• 15:49
  that's
• 15:49
  given
• 15:49
  us
• 15:50
  a
• 15:50
  thought
• 15:50
  that
• 15:50
  we
• 15:50
  may
• 15:51
  start
• 15:51
  to
• 15:51
  see
• 15:52
  a
• 15:52
  big
• 15:52
  adjustment
• 15:53
  in
• 15:54
  the
• 15:54
  uptake
• 15:54
  of
• 15:54
  the
• 15:54
  whole
• 15:55
  suite
• 15:55
  of
• 15:55
  technologies
• 15:56
  that
• 15:56
  we're
• 15:56
  describing,
• 15:57
  I
• 15:57
  would
• 15:57
  guess
• 15:58
  being
• 15:58
  more
• 15:58
  conservative
• 15:59
  sometime
• 15:59
  next
• 16:00
  year
• 16:00
  or
• 16:00
  towards
• 16:00
  the
• 16:00
  end
• 16:00
  of
• 16:01
  next
• 16:01
  year
• 16:01
  as
• 16:02
  these
• 16:02
  sort
• 16:02
  of
• 16:02
  scale
• 16:03
  proof
• 16:03
  points
• 16:03
  emerging.
• 16:04
  But
• 16:04
  even
• 16:05
  with
• 16:05
  the
• 16:05
  work
• 16:05
  that
• 16:06
  we're
• 16:06
  doing,
• 16:07
  we
• 16:08
  can
• 16:08
  see
• 16:08
  that
• 16:08
  those
• 16:09
  proof
• 16:09
  points
• 16:09
  are
• 16:09
  going
• 16:10
  to
• 16:10
  emerge.
• 16:10
  And
• 16:10
  I
• 16:10
  think
• 16:11
  this
• 16:11
  is
• 16:11
  going
• 16:11
  to
• 16:11
  happen.
• 16:12
  That's
• 16:12
  going
• 16:12
  to
• 16:12
  be
• 16:12
  profound
• 16:13
  for
• 16:13
  the
• 16:13
  industry
• 16:13
  guys.
• 16:14
  You're
• 16:14
  saying
• 16:14
  when
• 16:14
  the
• 16:14
  change
• 16:15
  does
• 16:15
  come,
• 16:15
  the
• 16:16
  impact
• 16:16
  will
• 16:16
  be
• 16:16
  exponential
• 16:17
  when
• 16:17
  it
• 16:17
  does
• 16:17
  happen.
• 16:18
  That's
• 16:18
  what
• 16:18
  you're
• 16:18
  saying.
• 16:19
  The
• 16:19
  analogy
• 16:20
  that
• 16:20
  some
• 16:20
  people
• 16:20
  have
• 16:20
  taken,
• 16:21
  if
• 16:21
  you
• 16:21
  remember,
• 16:22
  go
• 16:22
  back
• 16:23
  in
• 16:23
  the
• 16:23
  ways
• 16:23
  and
• 16:24
  tools,
• 16:24
  things
• 16:24
  like
• 16:25
  zero
• 16:25
  based
• 16:25
  budgeting.
• 16:26
  Yeah.
• 16:26
  Place.
• 16:27
  Right.
• 16:27
  That
• 16:27
  was
• 16:28
  with
• 16:28
  nobody.
• 16:28
  And
• 16:28
  then
• 16:28
  suddenly
• 16:29
  everybody
• 16:29
  was
• 16:29
  doing
• 16:29
  right.
• 16:30
  Right.
• 16:30
  A
• 16:31
  lot
• 16:31
  of
• 16:31
  people
• 16:31
  have
• 16:31
  used
• 16:32
  that
• 16:32
  kind
• 16:32
  of
• 16:32
  metaphor
• 16:33
  as
• 16:33
  a
• 16:34
  way
• 16:34
  of
• 16:34
  thinking
• 16:34
  about
• 16:35
  this.
• 16:35
  But
• 16:35
  the
• 16:35
  level
• 16:35
  of
• 16:35
  change
• 16:36
  we're
• 16:36
  describing
• 16:36
  here
• 16:37
  is
• 16:37
  way
• 16:38
  more.
• 16:38
  Way
• 16:38
  more.
• 16:39
  Well,
• 16:39
  yeah.
• 16:39
  So
• 16:39
  I
• 16:39
  want
• 16:40
  to
• 16:40
  ask
• 16:40
  you
• 16:40
  too,
• 16:40
  so,
• 16:40
  because
• 16:41
  we,
• 16:41
  like
• 16:41
  I
• 16:41
  said,
• 16:41
  we
• 16:42
  don't
• 16:42
  get.
• 16:42
  When
• 16:42
  we
• 16:42
  started,
• 16:42
  I
• 16:43
  said
• 16:43
  we
• 16:43
  don't
• 16:43
  get
• 16:43
  a
• 16:43
  chance
• 16:43
  to
• 16:43
  talk
• 16:44
  to
• 16:44
  folks
• 16:44
  like
• 16:44
  yourself
• 16:44
  all
• 16:44
  that
• 16:45
  much.
• 16:45
  So,
• 16:45
  so
• 16:46
  do
• 16:47
  you
• 16:47
  see.
• 16:48
  Because
• 16:48
  the
• 16:48
  one
• 16:48
  thought,
• 16:49
  the
• 16:49
  one
• 16:49
  point
• 16:49
  you
• 16:49
  raised
• 16:49
  at
• 16:50
  the
• 16:50
  very
• 16:50
  beginning
• 16:50
  has
• 16:50
  been
• 16:50
  interesting
• 16:51
  to
• 16:51
  me
• 16:51
  through
• 16:51
  this
• 16:51
  whole
• 16:51
  conversation
• 16:52
  that
• 16:52
  you're
• 16:52
  seeing
• 16:53
  that
• 16:53
  people
• 16:53
  are
• 16:53
  basically
• 16:53
  saying,
• 16:54
  you
• 16:54
  know,
• 16:54
  they're
• 16:55
  taking
• 16:55
  notice
• 16:55
  of
• 16:55
  this.
• 16:56
  Is
• 16:56
  that
• 16:57
  different
• 16:57
  across
• 16:58
  continents,
• 16:59
  across,
• 16:59
  like,
• 17:00
  is
• 17:00
  the
• 17:00
  perception
• 17:00
  of
• 17:01
  this
• 17:01
  different
• 17:01
  in
• 17:01
  the
• 17:01
  US
• 17:02
  versus
• 17:02
  Europe
• 17:02
  versus.
• 17:03
  I'm
• 17:03
  sure
• 17:03
  it
• 17:03
  is
• 17:03
  different
• 17:04
  versus
• 17:04
  Asia.
• 17:05
  How
• 17:05
  is
• 17:05
  that?
• 17:05
  Because
• 17:06
  we,
• 17:06
  we
• 17:06
  tend
• 17:06
  to
• 17:06
  be
• 17:06
  very
• 17:07
  US
• 17:07
  centric,
• 17:07
  US
• 17:08
  focused
• 17:08
  here.
• 17:08
  But
• 17:09
  I'm
• 17:09
  curious,
• 17:09
  like,
• 17:09
  how
• 17:09
  are
• 17:09
  other
• 17:10
  countries
• 17:10
  perceiving
• 17:11
  this?
• 17:11
  I
• 17:11
  mean,
• 17:12
  I
• 17:12
  think
• 17:12
  it's
• 17:12
  a,
• 17:12
  it's
• 17:12
  a,
• 17:12
  it's
• 17:13
  a
• 17:13
  realistic
• 17:13
  question.
• 17:13
  I
• 17:13
  think
• 17:14
  we're
• 17:14
  seeing
• 17:14
  the
• 17:15
  most
• 17:15
  innovation
• 17:16
  in
• 17:16
  Asia.
• 17:16
  Okay.
• 17:17
  Wouldn't
• 17:17
  surprise
• 17:17
  you.
• 17:17
  Yes.
• 17:18
  And
• 17:18
  I
• 17:18
  think
• 17:18
  the
• 17:18
  willingness
• 17:19
  to
• 17:19
  kind
• 17:19
  of
• 17:19
  rethink
• 17:19
  the
• 17:19
  models,
• 17:20
  to
• 17:20
  rethink
• 17:20
  different
• 17:20
  types
• 17:21
  of
• 17:21
  store
• 17:21
  formats,
• 17:21
  etc.
• 17:22
  Is
• 17:22
  much
• 17:22
  more
• 17:23
  profound
• 17:23
  there.
• 17:23
  And,
• 17:24
  and
• 17:24
  I
• 17:24
  think
• 17:25
  recognizing
• 17:26
  having
• 17:27
  folks
• 17:27
  in
• 17:27
  the
• 17:28
  US
• 17:29
  understand
• 17:29
  that
• 17:30
  and
• 17:30
  make
• 17:30
  sure
• 17:30
  they're
• 17:30
  up
• 17:30
  to
• 17:31
  Speed
• 17:31
  with
• 17:31
  that,
• 17:31
  I
• 17:31
  think
• 17:31
  is
• 17:32
  really
• 17:32
  important
• 17:32
  because,
• 17:32
  I
• 17:33
  mean,
• 17:33
  one
• 17:33
  things
• 17:33
  that
• 17:34
  we
• 17:35
  get
• 17:35
  a
• 17:35
  huge
• 17:35
  number
• 17:35
  of
• 17:36
  requests
• 17:36
  for
• 17:37
  are
• 17:37
  conversations.
• 17:38
  What
• 17:38
  we
• 17:38
  describe
• 17:38
  it
• 17:38
  as
• 17:38
  now
• 17:39
  near
• 17:39
  next.
• 17:39
  So
• 17:39
  what's
• 17:39
  typically
• 17:40
  happening
• 17:40
  in
• 17:40
  the
• 17:40
  industry
• 17:41
  today?
• 17:41
  What's
• 17:41
  current
• 17:41
  best
• 17:42
  practice?
• 17:42
  And
• 17:43
  that's
• 17:43
  usually
• 17:43
  where
• 17:43
  we
• 17:43
  used.
• 17:43
  Like
• 17:44
  if
• 17:44
  I
• 17:44
  go
• 17:44
  back
• 17:44
  again
• 17:44
  two
• 17:44
  or
• 17:44
  three
• 17:45
  years,
• 17:45
  that's
• 17:45
  largely
• 17:45
  where
• 17:45
  the
• 17:46
  conversation.
• 17:46
  Right,
• 17:47
  right.
• 17:47
  What
• 17:47
  we're
• 17:47
  now
• 17:48
  saying
• 17:48
  is
• 17:48
  what's
• 17:48
  next?
• 17:49
  And
• 17:49
  this
• 17:49
  is
• 17:50
  technology
• 17:50
  and
• 17:51
  capabilities
• 17:51
  that
• 17:52
  we
• 17:52
  know
• 17:52
  are
• 17:53
  now
• 17:53
  doable
• 17:54
  but
• 17:54
  have
• 17:54
  not
• 17:54
  yet
• 17:54
  been
• 17:55
  scaled.
• 17:55
  And
• 17:56
  so
• 17:56
  the
• 17:56
  conversation
• 17:57
  now
• 17:57
  is
• 17:57
  saying,
• 17:58
  we
• 17:58
  don't
• 17:58
  expect
• 17:58
  you
• 17:59
  to
• 17:59
  take
• 17:59
  on
• 17:59
  everything
• 17:59
  in
• 18:00
  every
• 18:00
  area.
• 18:00
  Right.
• 18:00
  That's
• 18:01
  not
• 18:01
  right.
• 18:01
  Right.
• 18:01
  But
• 18:02
  you
• 18:02
  as
• 18:02
  a
• 18:02
  leader
• 18:03
  need
• 18:03
  to
• 18:03
  be
• 18:03
  aware
• 18:04
  of
• 18:04
  this
• 18:04
  and
• 18:04
  then
• 18:05
  to
• 18:05
  make
• 18:05
  decisions
• 18:06
  as
• 18:06
  to
• 18:06
  which
• 18:07
  of
• 18:07
  these
• 18:07
  technologies,
• 18:08
  ways
• 18:08
  of
• 18:08
  thinking
• 18:09
  and
• 18:09
  so
• 18:09
  on
• 18:10
  you
• 18:10
  should
• 18:10
  be
• 18:10
  adopting
• 18:11
  deliver
• 18:11
  on
• 18:11
  your
• 18:11
  strategy.
• 18:12
  And
• 18:12
  that
• 18:13
  shift,
• 18:13
  I
• 18:14
  think
• 18:14
  is
• 18:14
  pretty
• 18:14
  profound
• 18:15
  and
• 18:15
  I
• 18:15
  think
• 18:15
  it's
• 18:15
  important.
• 18:16
  Back
• 18:16
  to
• 18:16
  your
• 18:16
  point
• 18:16
  about
• 18:16
  who's
• 18:16
  going
• 18:17
  to
• 18:17
  survive
• 18:17
  and
• 18:17
  who's
• 18:17
  not.
• 18:17
  Yeah.
• 18:18
  That
• 18:18
  mindset
• 18:19
  where
• 18:19
  people
• 18:19
  have
• 18:20
  got
• 18:20
  that
• 18:20
  external
• 18:20
  orientation,
• 18:21
  they're
• 18:22
  understanding
• 18:22
  what's
• 18:22
  happening.
• 18:23
  I
• 18:23
  think
• 18:24
  that's.
• 18:24
  That's
• 18:24
  particularly
• 18:25
  particular.
• 18:26
  Even
• 18:26
  the
• 18:26
  curiosity
• 18:27
  to
• 18:27
  learn.
• 18:27
  I
• 18:28
  mean,
• 18:28
  I
• 18:28
  think
• 18:28
  it
• 18:28
  just
• 18:28
  shows
• 18:29
  you
• 18:29
  can
• 18:29
  look
• 18:29
  at
• 18:30
  some
• 18:30
  of
• 18:30
  the
• 18:30
  companies
• 18:30
  and
• 18:31
  how
• 18:31
  well
• 18:31
  they're
• 18:31
  doing,
• 18:31
  especially
• 18:32
  the
• 18:32
  mass
• 18:32
  retailers
• 18:33
  here
• 18:33
  in
• 18:33
  the
• 18:33
  US
• 18:34
  and
• 18:35
  who's
• 18:35
  leading
• 18:36
  those
• 18:36
  organizations
• 18:37
  and
• 18:37
  what
• 18:37
  their
• 18:37
  willingness
• 18:38
  is
• 18:38
  to
• 18:38
  ask
• 18:39
  questions,
• 18:39
  to
• 18:39
  question
• 18:40
  what
• 18:40
  they
• 18:40
  know
• 18:40
  about
• 18:41
  the
• 18:41
  industry,
• 18:41
  especially
• 18:42
  after
• 18:42
  working
• 18:42
  so
• 18:42
  long.
• 18:43
  I
• 18:43
  mean,
• 18:43
  I
• 18:43
  always
• 18:43
  love.
• 18:43
  I
• 18:43
  don't
• 18:44
  know
• 18:44
  whether
• 18:44
  you
• 18:44
  guys
• 18:44
  have
• 18:44
  definitely
• 18:45
  done
• 18:45
  this
• 18:45
  with
• 18:45
  audiences,
• 18:46
  but
• 18:46
  I
• 18:46
  always
• 18:46
  loved
• 18:47
  just.
• 18:47
  Just
• 18:48
  asking
• 18:48
  for
• 18:48
  a
• 18:48
  bit
• 18:48
  of
• 18:48
  a
• 18:48
  show
• 18:49
  of
• 18:49
  hands
• 18:49
  of
• 18:49
  who's
• 18:50
  experimenting
• 18:51
  with
• 18:51
  whatever
• 18:52
  that
• 18:52
  less
• 18:52
  is
• 18:52
  technology.
• 18:53
  I
• 18:53
  used
• 18:53
  to
• 18:53
  do
• 18:53
  like
• 18:53
  who's
• 18:54
  got
• 18:54
  an
• 18:54
  Alexa
• 18:54
  like
• 18:54
  a
• 18:54
  way.
• 18:55
  Right,
• 18:55
  right.
• 18:55
  Yeah,
• 18:55
  yeah,
• 18:56
  yeah,
• 18:56
  yeah.
• 18:57
  I
• 18:57
  used
• 18:57
  to
• 18:57
  do
• 18:57
  that
• 18:57
  when
• 18:57
  I
• 18:57
  speak.
• 18:58
  Yeah,
• 18:58
  yeah,
• 18:58
  yeah,
• 18:58
  yeah.
• 18:58
  You'd
• 18:59
  look
• 18:59
  at
• 18:59
  like,
• 18:59
  what's
• 18:59
  the
• 18:59
  sure
• 19:00
  plans
• 19:00
  in
• 19:00
  the
• 19:00
  audience
• 19:01
  around.
• 19:01
  Around
• 19:02
  that.
• 19:02
  Like
• 19:02
  the
• 19:02
  people
• 19:03
  that
• 19:03
  have
• 19:03
  got
• 19:03
  that.
• 19:03
  That
• 19:03
  have
• 19:04
  kind
• 19:04
  of
• 19:04
  experimented
• 19:05
  with
• 19:05
  it,
• 19:05
  et
• 19:05
  cetera,
• 19:05
  et
• 19:05
  cetera.
• 19:06
  That
• 19:06
  I
• 19:06
  think
• 19:07
  is
• 19:07
  going
• 19:07
  to
• 19:07
  be
• 19:07
  one
• 19:07
  of
• 19:07
  the
• 19:08
  really
• 19:08
  big
• 19:08
  determinants
• 19:09
  of.
• 19:09
  Of
• 19:10
  how
• 19:10
  people
• 19:10
  are
• 19:10
  going
• 19:10
  to
• 19:10
  be
• 19:10
  successful
• 19:11
  or
• 19:11
  not
• 19:11
  in
• 19:11
  the
• 19:11
  future.
• 19:11
  Yeah.
• 19:11
  Or
• 19:12
  our
• 19:12
  litmus
• 19:12
  test,
• 19:12
  which
• 19:12
  we
• 19:13
  always
• 19:13
  like
• 19:13
  to
• 19:13
  joke
• 19:13
  about
• 19:13
  in
• 19:13
  OMNITALK,
• 19:14
  is
• 19:14
  which
• 19:14
  CEOs
• 19:14
  are
• 19:15
  saying
• 19:15
  when
• 19:15
  they're
• 19:15
  asked
• 19:15
  what's
• 19:16
  the
• 19:16
  most
• 19:16
  important
• 19:16
  thing
• 19:16
  you
• 19:16
  got
• 19:16
  to
• 19:16
  get
• 19:17
  right
• 19:17
  in
• 19:17
  your
• 19:17
  organization,
• 19:17
  how
• 19:18
  many
• 19:18
  of
• 19:18
  them
• 19:18
  are
• 19:18
  saying
• 19:18
  data.
• 19:19
  Yeah.
• 19:19
  Right.
• 19:19
  Which
• 19:20
  I
• 19:20
  imagine
• 19:20
  you
• 19:20
  agree
• 19:20
  with
• 19:20
  too.
• 19:21
  Right.
• 19:21
  All
• 19:21
  right,
• 19:22
  well,
• 19:22
  that
• 19:22
  was
• 19:22
  awesome.
• 19:22
  Thank
• 19:23
  you,
• 19:23
  Oliver.
• 19:23
  Right.
• 19:23
  From
• 19:24
  Accenture.
• 19:24
  Thanks.
• 19:24
  For
• 19:24
  joining
• 19:25
  us.
• 19:25
  Thanks
• 19:25
  to
• 19:26
  partnering
• 19:26
  with
• 19:27
  us
• 19:27
  and
• 19:27
  sponsoring
• 19:27
  our
• 19:28
  content
• 19:28
  here
• 19:28
  from
• 19:28
  fmi.
• 19:29
  And
• 19:29
  Anne,
• 19:30
  as
• 19:30
  always,
• 19:30
  be
• 19:31
  careful
• 19:31
  out
• 19:31
  there.