Marla Oates

We'll be right back with Barbara Martin Coppola. But first, let's hear from Pam Fitzpatrick, Global Head of Sustainability at Russell Reynolds Associates. Pam will discuss key insights from our 2024 sustainability report and the commitments we've made as a firm.

We'll be right back with Barbara Martin Coppola. But first, let's hear from Pam Fitzpatrick, Global Head of Sustainability at Russell Reynolds Associates. Pam will discuss key insights from our 2024 sustainability report and the commitments we've made as a firm.

And now, back to our conversation with Barbara Martin Coppola.

And now, back to our conversation with Barbara Martin Coppola.

And now, back to our conversation with Barbara Martin Coppola.

Thanks, Barbara. I mean, look, we've talked about leadership. We've talked about innovation. We've talked about culture. You know, we've mentioned this in other episodes, but loyal customers are hard to find. And studies have shown that 50% of customers will switch to a competitor after just one bad experience. You've likely seen this in other consumer good companies as well.

Thanks, Barbara. I mean, look, we've talked about leadership. We've talked about innovation. We've talked about culture. You know, we've mentioned this in other episodes, but loyal customers are hard to find. And studies have shown that 50% of customers will switch to a competitor after just one bad experience. You've likely seen this in other consumer good companies as well.

Thanks, Barbara. I mean, look, we've talked about leadership. We've talked about innovation. We've talked about culture. You know, we've mentioned this in other episodes, but loyal customers are hard to find. And studies have shown that 50% of customers will switch to a competitor after just one bad experience. You've likely seen this in other consumer good companies as well.

How do you think about redefining, innovating the customer experience to create really loyal customers, both online and in your stores?

How do you think about redefining, innovating the customer experience to create really loyal customers, both online and in your stores?

How do you think about redefining, innovating the customer experience to create really loyal customers, both online and in your stores?

I love that. How exciting to have been part of two big organizations that, as you say, stick with people throughout their career. I think you did something really innovative, right, with these digital stores in 2024. And you mentioned kind of deepening consumer engagement, seamless checkouts. Maybe just tell us a little bit about the thinking behind that and how that will evolve.

I love that. How exciting to have been part of two big organizations that, as you say, stick with people throughout their career. I think you did something really innovative, right, with these digital stores in 2024. And you mentioned kind of deepening consumer engagement, seamless checkouts. Maybe just tell us a little bit about the thinking behind that and how that will evolve.

I love that. How exciting to have been part of two big organizations that, as you say, stick with people throughout their career. I think you did something really innovative, right, with these digital stores in 2024. And you mentioned kind of deepening consumer engagement, seamless checkouts. Maybe just tell us a little bit about the thinking behind that and how that will evolve.

Let's pivot now from day-to-day operational leadership role to your board role. I understand that you sit on the board of directors at INSEAD, which is actually where I did my master's in finance on the Singapore campus.

Let's pivot now from day-to-day operational leadership role to your board role. I understand that you sit on the board of directors at INSEAD, which is actually where I did my master's in finance on the Singapore campus.

Let's pivot now from day-to-day operational leadership role to your board role. I understand that you sit on the board of directors at INSEAD, which is actually where I did my master's in finance on the Singapore campus.

We've seen a little bit of this theme around new studies showing that business leaders are concerned that schools are not preparing kids with the skills they need to be part of the workforce. As you think about it, as a board member on a very prestigious school, what skills do you think are necessary today?

We've seen a little bit of this theme around new studies showing that business leaders are concerned that schools are not preparing kids with the skills they need to be part of the workforce. As you think about it, as a board member on a very prestigious school, what skills do you think are necessary today?

We've seen a little bit of this theme around new studies showing that business leaders are concerned that schools are not preparing kids with the skills they need to be part of the workforce. As you think about it, as a board member on a very prestigious school, what skills do you think are necessary today?