Lyssa McGowan

So there's real economies of scale in that omni-channel experience and being there where the customer wants to be. And then in terms of the integration, so having vets, grooming, retail, all of this, because there's a spectrum of, you know,

cardiac surgery on a hamster all the way through to probably not on a hamster actually but you know on a cat all the way through to buying a tennis ball for your dog and all of the supplements and wellness and food and nutrition everything in between so to the extent we can integrate that and make that a super easy experience and get customers to spend more of their share of their pet wallet with pets at home that's a really important part of the platform so omnichannel integrated and the third leg is um

cardiac surgery on a hamster all the way through to probably not on a hamster actually but you know on a cat all the way through to buying a tennis ball for your dog and all of the supplements and wellness and food and nutrition everything in between so to the extent we can integrate that and make that a super easy experience and get customers to spend more of their share of their pet wallet with pets at home that's a really important part of the platform so omnichannel integrated and the third leg is um

cardiac surgery on a hamster all the way through to probably not on a hamster actually but you know on a cat all the way through to buying a tennis ball for your dog and all of the supplements and wellness and food and nutrition everything in between so to the extent we can integrate that and make that a super easy experience and get customers to spend more of their share of their pet wallet with pets at home that's a really important part of the platform so omnichannel integrated and the third leg is um

It's consumer centric. So we have an enormous amount of data. We've got 10 years of data on half the nation's pets, more than half the nation's pets. We know what your dog's vaccine record is and what it ate for breakfast. So if we can leverage that into really great advice, support.

It's consumer centric. So we have an enormous amount of data. We've got 10 years of data on half the nation's pets, more than half the nation's pets. We know what your dog's vaccine record is and what it ate for breakfast. So if we can leverage that into really great advice, support.

It's consumer centric. So we have an enormous amount of data. We've got 10 years of data on half the nation's pets, more than half the nation's pets. We know what your dog's vaccine record is and what it ate for breakfast. So if we can leverage that into really great advice, support.

um you know and triggers to get you more engaged in the platform and do everything that you can so you know if we know your cat or your dog came in for a gastric issue in the vets we should be marketing you know the particular sensitive stomach food to you and probably giving you a discount because you're a club member and so it all comes together into this platform and that's what we're trying to build but it has to wrap around

um you know and triggers to get you more engaged in the platform and do everything that you can so you know if we know your cat or your dog came in for a gastric issue in the vets we should be marketing you know the particular sensitive stomach food to you and probably giving you a discount because you're a club member and so it all comes together into this platform and that's what we're trying to build but it has to wrap around

um you know and triggers to get you more engaged in the platform and do everything that you can so you know if we know your cat or your dog came in for a gastric issue in the vets we should be marketing you know the particular sensitive stomach food to you and probably giving you a discount because you're a club member and so it all comes together into this platform and that's what we're trying to build but it has to wrap around

a core business that's really working and then you bring in bring in the rest of it to make it hum so again it's slightly that tightrope of how do you stretch resource uh without just kind of adding a load of cost to build the future but make sure that the core business is still humming

a core business that's really working and then you bring in bring in the rest of it to make it hum so again it's slightly that tightrope of how do you stretch resource uh without just kind of adding a load of cost to build the future but make sure that the core business is still humming

a core business that's really working and then you bring in bring in the rest of it to make it hum so again it's slightly that tightrope of how do you stretch resource uh without just kind of adding a load of cost to build the future but make sure that the core business is still humming

Yeah, it's a funny thing. I mean, I've spent my life building consumer-centric, technology-enabled businesses, but... Consumers can tell you some things. I mean, I can't remember the old Ogilvy quote, but they can tell you what they like and what they don't like.

Yeah, it's a funny thing. I mean, I've spent my life building consumer-centric, technology-enabled businesses, but... Consumers can tell you some things. I mean, I can't remember the old Ogilvy quote, but they can tell you what they like and what they don't like.

Yeah, it's a funny thing. I mean, I've spent my life building consumer-centric, technology-enabled businesses, but... Consumers can tell you some things. I mean, I can't remember the old Ogilvy quote, but they can tell you what they like and what they don't like.

They sort of can tell you what they would like if you give them some really clear options, but they can't really imagine a future that you're imagining and tell you they want that. So I think it's really important you get consumer insight and deep consumer understanding of where consumers are. But I don't think they can tell you what they don't know.

They sort of can tell you what they would like if you give them some really clear options, but they can't really imagine a future that you're imagining and tell you they want that. So I think it's really important you get consumer insight and deep consumer understanding of where consumers are. But I don't think they can tell you what they don't know.

They sort of can tell you what they would like if you give them some really clear options, but they can't really imagine a future that you're imagining and tell you they want that. So I think it's really important you get consumer insight and deep consumer understanding of where consumers are. But I don't think they can tell you what they don't know.

And if you're trying to build something that no one else has done before, you have to find proxies for what you think consumers want and a little bit of gut feel and understand. So, you know, when I built the mobile business... At Sky, we came up with this concept of a piggy bank.