Hi everyone, it's Bob here.

On today's episode, I'll be talking with two guests together,

Sumit Singh, the CEO of Chewy, the online pet goods retailer,

and Sarah Robo Hagan, former head of Gatorade, Equinox,

and most recently Exo, the high-performance fitness and corporate wellness firm.

Our conversation focuses on building loyalty.

It was recorded live on stage at the Master's of Scale Summit in San Francisco, and you'll

hear a reference to a previous speaker, Brett.

That's Brett Taylor, the chairman of OpenAI, who just before us was talking about AI

agents providing customer service.

These two leaders take a different emphasis.

As one of them puts it, it's all about humans.

So let's get to it.

I'm Bob Safian, and this is Rapid Response.

Thank you. and this is rapid response. Join me in welcoming Smith-Sing and Sarah Ravo-Hagan.

Great to have you guys here.

Great to be here.

So what we're going to talk about today is building loyalty,

building loyalty from your team, from your customers,

from your investors. Our pets, of course, are our best friends because they are so loyal, right?

I wanted to start with you listening to Brett talk about the future of potential customer service.

Chewy has distinguished itself often by doing things that are very human and bespoke.

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