Sam’s Club Leans Into Digital to Optimize CX [Video]

In episode 447 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sabrina Callahan, vice president, e-commerce at Sam’s Club, a leading membership warehouse club offering superior products, savings and services, part of the Walmart portfolio. During the wide-ranging conversation, Callahan discusses her role at Sam’s Club (1:15), collaborating with other departments within the company to create an enhanced omnichannel customer experience (2:10), the digital interactions members are having in-store (3:30), and building convenience into the shopping experience (4:50).

In addition, Callahan discusses leveraging customer feedback into its omnichannel operations (6:00), using member data to improve the Sam’s Club digital shopping experience (7:50), and how the warehouse club reaches its customers digitally (9:25). Lastly, she touches on what she’s most excited about for Sam’s Club this year as well as the retail trends she’s tracking (10:40).

This episode was recorded at eTail West 2024 in Palm Springs, CA.

Sabrina Callahan leads digital member experience and engagement for …