On this episode of our “Reinventing Customer Experience” podcast, ZS principals Arun Shastri and Gopi Vikranth chat with guest speaker Jenny Wolski, SVP, Omnichannel Experience at Petco. Jenny shares how Petco goes beyond the transactional in creating a customer experience, including understanding pet owners’ evolving buying habits and adjusting to those changes. She also delves into the value of membership programs and how strong customer loyalty drives value today while forecasting the pet industry five years from now.
Jenny brings over 22 years of experience. At Petco, Jenny leads enterprisewide programs targeted at evolving retail strategy and operations, strengthening omnichannel services and enhancing employee and customer experiences and loyalty.