‘Good experience builds loyalty’: Chewy’s CEO on meeting customer demand
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Chewy CEO Sumit Singh and Exos CEO Sarah Robb O’Hagan chat on the ‘Rapid Response’ podcast.
As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. Sarah Robb O’Hagan—a former executive of Gatorade, Equinox, and, most recently, Exos—calls for leaders to understand that employee life cycles are just as important as customer life cycles. Recorded live at the 2024 Masters of Scale Summit in San Francisco, both Singh and O’Hagan offer strategies for generating genuine loyalty.