That Makes Cents: A consumer podcast

On this episode of That Makes Cents, we are speaking with Rob Pace, the founder and CEO of HundredX, on the future of customer loyalty and how brands can drive it and not just hope for it.

From self-driving cars to smart mirrors, our team explored the trends and technologies shaping the future of the consumer industry at the Consumer Electronics Show (CES) and NRF's Big Show. Tune in to learn more about how these trends will likely impact businesses in the consumer industry.

From optimizing fleet management to dramatically reducing customer inquiry response time, generative artificial intelligence (GenAI) promises to offer key benefits to the transportation industry. In our latest episode of That Makes Cents, we dive into the impact GenAI is having on the industry. Are companies making significant progress in AI adoption? Listen today.

Consumers have become more willing to give up traditional car ownership as they continue to feel the pinch of expensive monthly car payments. What else is driving investment in this area? And what do we expect the future of car subscriptions to look like? Matt Murphy, COO of Avva, and Rodolfo Dominguez, Deloitte's auto tech practice leader, join us to explore this shift in vehicle ownership and how auto companies can elevate the customer experience.

Consumers aren't just comparing you to other companies in your industry anymore. They're stacking you up against any great experience they've ever had. So how can companies tap into data to better understand their customers and curate a better experience? Tune in to this episode of That Makes Cents to hear more.

2023 Holiday spending trends: Tune in to our podcast to hear what, where, and how consumers are filling their carts this season.

Tune in to this episode of That Makes Cents as we discuss how sustainability, convenience, and affordability could shape the future of the automotive industry—and how subscriptions will pave the way toward a completely different car ownership model.

Like today's consumer, the grocery industry is increasingly diverse and complex. In a spinoff of our miniseries on the future of the consumer industry, we explore the future of grocery retail and how exponential tech such as AI and Gen AI could play a key role in increasing grocery personalization. Kirk Ball, EVP and CIO at Giant Eagle joins Daniel Edsall, Deloitte's grocery sector leader and host Bobby Stephens to discuss how grocery retailers can deliver unique customer experiences at every touchpoint, whether in-store or online.   For more info. on the Future of the Grocery Retail industry, visit: https://www2.deloitte.com/us/en/insights/industry/retail-distribution/future-of-grocery-retail.html

As today's consumers become more diverse in terms of their wants and needs, we're seeing a more demand-driven market that's empowering consumers. What do brands need to know about this shift in consumer behavior? And how will data, AI and Gen AI play a larger role as we move from mass to micro? Learn more in this episode of That Makes Cents, featuring a guest speaker from Google Cloud.

In this third installment of our miniseries on the future of the consumer industry, we're taking a closer look at how the emergence and growth of capability-as-a-service are causing a major convergence and reconfiguration in the consumer industry. Milen Mahadevan, president of 84.51, Kroger's very own capability as a service, and Kasey Lobaugh, chief futurist for Deloitte's consumer industry, join us to dive into the evolution of the consumer industry, the lower barriers to entry for consumer companies today, and the role they can play in the larger consumer ecosystem. As a bonus, hear what these industry leaders have to say on the evolution of generative AI in the next few years. For more info. on the Future of the Consumer industry, visit: https://www2.deloitte.com/us/en/pages/consumer-business/articles/future-of-consumer-industry.html

From streaming platforms to health and fitness apps that personalize to their users, consumers today have access to a wide array of digital offerings. And, with the increasing adoption of AI, cloud convergence, and other technologies, digital goods and services are witnessing exponential growth. How should companies capitalize on this rising trend? Tune in to this episode as Jen Brace, chief futurist, at Ford Motor Company, and Alisa Locricchio, senior manager with Deloitte Consulting, discuss the opportunities that lie ahead for consumer companies. For more info. on the Future of the Consumer industry, visit: https://www2.deloitte.com/us/en/pages/consumer-business/articles/future-of-consumer-industry.html

As stated in Deloitte's Future of Consumer study, “Change is a staple of humanity, and nowhere is the velocity of change more evident than in the consumer industry.” How should consumer companies perceive this change? What should consumer industry executives consider beyond their shareholder value while addressing this change? In this episode, Anthony Waelter, Deloitte's US Consumer Industry leader, and Alisa Locricchio, senior manager with Deloitte Consulting, provide a preview into the six forces to understand the next decade of change including the implications of exponential tech, changing consumer, and more.

Digital marketplaces help retailers meet their customers where they are by improving visibility, expanding assortment, reinforcing the omnichannel experience, and diversifying the supplier base to keep up with changing trends. This integration also allows retailers to extend visibility to brands that otherwise may not have garnered a similar platform in a short time span. In this episode, we speak with Matt Baer, chief customer and digital officer for Macy's, Inc., and Oliver Siodmak, Global Marketplace Service Offering lead at Deloitte Digital, about Macy's impactful digital marketplace integration in just under nine months.  

With another holiday season behind us, this episode takes a look at how consumers and retailers faced the unique challenges of this shopping season including the economic uncertainty and the ongoing operational challenges. From the continued growth of digital channels to a return to pre-pandemic norms, we discuss how the 2022 shopping season reflected cautious consumer spending. For more detailed insights, check out our full report.

While women have experienced inequitable workspaces long before the pandemic, several issues such as pay disparity, lack of advancement opportunities, and mental and physical health impacts of the pandemic are front and center for women and all genders. With millions exiting the workforce to maintain flexibility to care for their families, the time has come for a culture of allyship to uplift gender-centered workforce design. Tune in to this episode with Sarah Alter, president and CEO of NextUp, and Tiffany Mawhinney, principal at Deloitte Consulting LLP, as they share their thoughts on a gender-centered design from their latest study: Creating more equitable workplaces through gender-centered design.

With an increasing focus on climate change and other ecological crises, consumer companies face an influx of stakeholder demands to disclose ESG data. While consumers, employees, and investors want to engage with more sustainable companies, regulators are proposing that companies disclose material sustainability data or even their public pledges to achieve reduction of emissions. However, how hard is it to collect accurate, valid, and trustworthy ESG data? Which elements of ESG data are essential for stakeholder engagement? Tune in to this episode as we discuss these questions with Mandi McReynolds, global head of ESG at Workiva Inc., and Charles Carrington, partner with Deloitte's Risk & Financial Advisory practice.

Continuing to grow digital capabilities helps set retailers apart and is important regardless of what industry they plan in. What are some of the latest customer experience capabilities available to retailers today? How are everyday business owners able to leverage these tools in an always-changing digital experience? Tune into this episode as we discuss these questions with Jill Royce, senior managing director of Business Consulting for Retail & Consumer Goods at Salesforce, and Adrian Trzaskus, Digital Transformation leader with Deloitte Consulting.

Among the many pandemic-related challenges that the consumer industry has weathered, increasing talent shortage and turnover rates of frontline workforce continues to be a major hurdle. How are companies navigating this current landscape of frontline talent? What are some of the leading talent strategies that companies can leverage to retain and reward their employees? Tune in to hear from Barb Wallander, SVP, Human Resources and FedEx Express, and Cathy Gutierrez, Workforce Transformation leader at Deloitte Consulting LLP.

Frontline workers are a crucial force to an organization's success. While early 2020 saw a growing demand for high-quality frontline workers, all major sectors of the consumer industry were hit hard by the pandemic, causing a halt in the hiring spree. With the industry seemingly bouncing back to normal, how are companies reimagining their talent strategies to acquire, retain, and reward frontline talent? Barb Wallander, SVP, Human Resources at FedEx Express and Cathy Gutierrez, Senior Manager and Workforce Transformation Leader at Deloitte Consulting LLP join this episode to discuss.

In recent years, consumers' expectations of greater convenience and desire to stay “hyperconnected” through multiple channels has pushed retailers to rethink their approach to innovative and customer-centric shopping experiences. How do you design a store that achieves this? How do you balance convenience with profitability? Daniel Eckert, Operating Partner at Corsair Capital; and Adam York, a senior manager at Deloitte Consulting LLP, join this episode to discuss.

In recent years, consumers' expectations of greater convenience and desire to stay “hyperconnected” through multiple channels has pushed retailers to rethink their approach to innovative and customer-centric shopping experiences. How do you design a store that achieves this? How do you balance convenience with profitability? Daniel Eckert, Operating Partner at Corsair Capital; and Adam York, a senior manager at Deloitte Consulting LLP, join this episode to discuss.

As the VP of Loyalty Operations and Customer Experience Strategy at Marriott International, Nikhil Takalkar has witnessed and contributed to the evolution of loyalty programs in the travel and hospitality industry over the last decade. He joins this episode alongside Ramya Murali, co-leader of Deloitte Consulting LLP's Loyalty offering, to discuss the major changes they've seen and where they think loyalty strategy is going next.

There's a digital option for nearly everything – how we work, play, eat, shop, socialize and more. How are companies managing customer data, connecting online and in-person experiences, while protecting privacy? Hear from Elias Oxendine IV, Chief Information Security Officer at Yum! Brands and Vikram Rao, Managing Director, Cyber & Strategic Risk Services at Deloitte and Touche LLP on this episode.

When it comes to issues like DE&I and sustainability, consumers are putting their money where their mouths are, and they expect businesses to do the same. Organizations that lead with purpose are not only driving societal prosperity, but sustainable prosperity for the business, too. Joining this episode to explain the why and how behind organizational purpose are Dan Kihanya, Director of Corporate Development and Investment at REI, and Kwasi Mitchell, Deloitte's Chief Purpose Officer.

In the tradition of reflecting on the past year to prepare for the new one, this episode takes a look at how consumers, retailers, shipping providers, and manufacturers faced the challenges of this past holiday season. Plus, the trends to watch for in 2022. Featuring guest speakers Chloe Harootunian and Alyssa Casale of Deloitte Consulting LLP.

Thanks for tuning in to Season 2 of That Makes Cents! We'll be back in early 2022 with new episodes and new guests for Season 3. In the meantime, make sure to catch up on past episodes and share with your network—and don't forget to subscribe. Connect with our host, Bobby Stephens, on Twitter @BobbyStephens or @DeloitteCB.

Holiday travel is set to make a return this year for many Americans who are excited to celebrate with friends and family. Still, health and budget concerns are keeping others at home. Anthony J. Jackson, leader of Deloitte's US airline sector, joins this episode to help us make sense of this season's travel trends.

As we go into our second holiday season during a pandemic, what trends can we expect around holiday retail? Will consumers' shopping preferences and behavior reflect that of seasons past or most closely resemble last year? Tune in as we break down the findings of Deloitte's annual holiday retail survey.

Regardless of the industry, to stay competitive today, you've got to develop and launch digital products. For that, a great product manager makes all the difference in the process and for the end product. Rick Lockton, SVP of eCommerce at Ashley Furniture; and Anthony Jardim, a principal in Deloitte's Customer & Marketing practice, join this episode to break down high-impact product management, including where to start, common challenges, and how to overcome them.

Many students are preparing to go back to physical classrooms and campuses this fall. What's making it onto their shopping lists? What are consumers' preferences when it comes to product categories, platforms, and formats? Tune in to explore the findings of Deloitte's back-to-school and -college consumer surveys.

Armed with smart watches, fitness trackers, and even health monitoring rings, consumers are taking charge of their own health management. They are driving not only the trend in the consumer products industry, but also major change in the health care space. Where will this revolution take us? Tune in to hear from Dr. Jeff Wells, CEO and cofounder of Marathon Health, and Leslie Read, principal with Deloitte Consulting LLP and leader of our Health Plans Customer Transformation Solutions.

While at home, many consumers discovered a love for cooking, and in a recent Deloitte survey, said they plan to eat more of their meals at home even after the health crisis is over. What does this trend mean for restaurants, grocery retailers, and the rest of the food industry? How might they have to change the way they’ve done business for years to meet evolving consumer tastes and needs? Featuring sustainable chef Joel Gamoran, host of the hit TV show Scraps, and Deloitte’s Justin Cook.

What enables the tech giants to keep their spots at the top of the industry, and how can other organizations compete? What is the key to getting workforce automation right? How can retailers harness the power of alternative data, AI, and automation to achieve more with less? Alex Kantrowitz, acclaimed tech writer, host of The Big Technology podcast, and author of Always Day One joins this episode, alongside Deloitte’s chief retail innovation officer, Kasey Lobaugh, to break it all down.

As SVP and head of Consumer Products at the NFL, Joe Ruggiero works at the intersection of sports and business, tackling unique challenges like how to grow digital fandom. But he’s also dealing with many of the same issues as traditional retailers. Tune into this episode to hear from him and Pete Giorgio, Deloitte’s US Sports leader, on lessons learned from the past year, insights on the growing role of tech and data, and their five-year outlook for the sports retail industry.

The 2020 holiday season was undeniably unique. But just how unique? We analyzed the sales and trends to find out whether there were record shifts in when, where, and how much people shopped—and spent. What kinds of trends and consumer behaviors can we expect to see carried through this year and beyond? Featuring Simon Chafetz and Meghan Cole from Deloitte Digital, Deloitte Consulting LLP.

Thanks for tuning in to season one of That Makes Cents! We’ll be back early next year with new, exciting episodes for season two. Be sure to subscribe so you don’t miss any updates. In the meantime, catch up on previous episodes, share with a friend or colleague, and connect with our host on Twitter @BobbyStephens or @DeloitteCB.

How has COVID-19 changed the way we buy and sell cars? What trends are being accelerated due to new needs for social distancing and other safety measures? What impact does this have on how auto dealerships are structured? And how does this all plug into a future where virtual or contactless sales experiences are likely to become the norm? Tune in to this episode to hear from special guests Brian Benstock, general manager and vice president of the No. 1 certified Honda and Acura dealer in the world (Paragon Honda and Paragon Acura in NY) and Chris Spensley, automotive retail performance coach and leader within Deloitte’s Advisory practice.

This year marks 35 years of Deloitte’s annual holiday survey! To celebrate, we’re taking a trip down memory lane with the leaders who were at the forefront of the retail industry over the past few decades. Former Macy’s executive Peter Sachse, who led the department store in various roles from 1980–2007, shares his learnings and insights alongside a lineup of Deloitte leaders who tracked the trends and advised the retail industry through some of its greatest disruptions to date.

Since March, many Americans have had to adjust to new working conditions and protocols, whether at an office, at home, or on the front lines of a factory or retail store. On top of that, many have navigated caring for family members and evolving school dynamics as the lines further blurred between work and home. The way we live changed in an instant, and the way we work is evolving very quickly. What does work look like today in the food retail industry, and what trends are coming…maybe sooner than we think? Hear from this episode’s guests: Mark Baum, senior vice president of industry relations and chief collaboration officer at FMI—the Food Industry Association, and Kimberly Betts, managing director in Deloitte’s Human Capital, Retail, and Consumer Products practices.

Over the past few years, we’ve seen the element of convenience become more and more important to the customer experience. As consumers demanded quicker and easier options, we’ve watched nearly every retailer adapt, or even reinvent their business models to accommodate. Where will the demand for convenience take us from here? Listen in as Bobby speaks with Art Sebastian, vice president of digital experience for Casey’s General Store and Oliver Page, principal, Deloitte Consulting LLP.

In this quick take episode, we break down Deloitte’s latest findings around consumer sentiment, behavior, and spending in the era of COVID-19—particularly as stores begin to reopen and consumers regain some confidence. Steve Rogers, leader of our Consumer Industry Center, shares key takeaways from the ongoing Global State of the Consumer survey, and Jeff Simpson, who heads up the Center for Consumer Insight at Deloitte, highlights observations gleaned from real-time US consumer spending and mobility data.

Is the role of the store in a consumer’s buying journey, forever changed? As more states begin to lift their “safer-at-home” orders and stores begin to reopen, what should retailers be keeping top of mind, from a customer, associate, store, and operational perspective? Hear from Jean-Emmanuel Biondi, Deloitte principal and one of the authors of Deloitte’s “Post-COVID strategies for retailers: Reopening stores” playbook.