The global pet industry is expected to grow from $320 billion today to nearly $500 billion by 2030, as more pet parents treat their pets like their own children, often sparing no expense on their pets’ nutrition, health, and wellness. As we celebrate International Women’s Day, today’s episode features a conversation with Simon, Hoda and Lyssa McGowan, CEO of Pets at Home, the UK’s leading pet care business. Lyssa will “shed” some light on how she’s “grooming” Pets at Home for growth by creating an omnichannel pet care platform in the UK. She talks about how she balances keeping what works in a purpose-driven organization while adding new capacity in data and technology. She’ll also share her insights on how and when she uses customer feedback to develop new products and services. We'll also hear from Hetty Pye, leadership advisor and co-founder of RRA Artemis, a movement designed to accelerate the development of women from the world’s most influential organizations into the CEO seat. Hetty will discuss our latest research on the media’s representation of women CEOs. Four things you’ll learn from this episode: What are the key barriers getting in the way of more women becoming CEOs and how to get past them How to lead through rapid scaling and a subsequent slowdown How a unified customer platform, data, and AI create consistent customer experience at scale What role customer feedback plays in shaping product and service innovations If you enjoyed this episode, you might also like these Redefiners episodes: Exploring the Art of Possible with Google and Alphabet President and Chief Investment Officer Ruth Porat Leadership Lounge: How to develop your personal leadership brand Talking Tough Decisions with TCW President and CEO Katie Koch Leadership Lounge: Why are there so few women in the CEO seat? Leadership Lounge: How to nail your first year as CEO Outwork the Competition: Jordan Brand’s Winning Strategy with President Sarah Mensah
Full Episode
Call them changemakers. Call them rule breakers. We call them Redefiners. Hi, everyone, and welcome back to another episode of Redefiners. I'm Hoda Tahun, a leadership advisor at Russell Reynolds Associates, and I'm joined once again by my very captivating and fantastic colleague and co-host, Simon Kingston.
Hi.
Before we get started, Simon, just a quick reminder to our listeners that you can find all episodes of Redefiners and the Leadership Lounge on YouTube. If you're currently watching on YouTube and you haven't yet subscribed to the show, please go ahead and hit that subscribe button below so you don't miss an episode.
And for our audio listeners, don't forget to rate Redefiners wherever you get your podcasts. And please share your feedback on each episode as well as guest suggestions. We'd absolutely love to hear from you. Simon, as we start to think about this episode, do you have any pets or did you grow up with pets when you were younger?
I grew up with a great many pets. I think the maximum score was six cats and three dogs at one point. Oh my! Named after board games by my insane parents who had four children.
And we now have one dog now in my family who was bought to be a companion in his old age to a lovely purebred parson, Jack Russell, that we had, who was at that point, this is three or four years ago, getting a little bit old. And so in West Cork, where I come from, we bought what was allegedly a fox terrier, but transpires to have been a cross between... a Jack Russell and a Corgi.
And Lisa probably knows this, but the term of art for one of those is a Kojak. And older listeners will get the reference. And he is a total hooligan. He now lives with us for most of the year.
And what is his name?
His name is Tiberius, obviously.
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