People love their pets. That’s a universal truth that Nick James uses as his north star while working as the Senior Director of Consumer Experience at Blue Buffalo. That’s where the universality ends, though. Pet parents, just like consumers in all industries, are individuals with specific needs, and brands have to create experiences and implement technology to make every customer journey as personal as possible. Here, Nick explains what that personalization looks like at Blue Buffalo.

Tune in to learn:

• Why the future of commerce is universal commerce (2:00)
• Who and what is driving the pet industry more toward ecommerce? (14:00)
• 20:00:Working behind the scenes for a new kind of buyer (20:00)
• 30:00: Personalizing efforts around big events (24:00)

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