Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters?

Kasey Lobaugh, Chief Innovation Officer for Deloitte’s Consumer Industry, discusses 100 topics the six forces critical to navigating the next decade of change in retail.

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. 

The challenge, like many other companies, is knowing which metrics to prioritize and measure.

Chief Customer Officer Darren MacDonald believes that what gets measured gets managed. It’s impossible to track and analyze every piece of data, so the company has to be strategic in its CX metrics. 

At the heart of customer experience is building relationships with our customers.

But the business side also means tracking those relationships and not lying about them. We can't expect to have a healthy and productive relationship with customers, employees, and investors if we aren't honest about what it's like for our customers.

Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name.

That great experience doesn’t happen by accident and isn’t something the CEO takes for granted.