Driving Digital Retail at Scale: Loblaw’s EVP & CDO Lauren Steinberg on Customer Experience Transformation

Sep 16, 2025

In this engaging discussion, Lauren Steinberg, Loblaw's Executive Vice President and Chief Digital Officer, shares her insights on digital transformation in the retail sector. She reveals how Loblaw integrates convenience and affordability into its customer strategy, while utilizing AI and analytics for personalized shopping experiences. Lauren also discusses the significance of their accountable retail media approach, emphasizing trust and measurement in an omnichannel world. Her leadership tips focus on curiosity and resilience, valuable lessons for any industry innovator.

Ask episode

AI Snips

Chapters

Books

Transcript

Episode notes

ANECDOTE

RH's Bold Reinvention Case Study

RH reinvented itself by creating monumental RH galleries instead of incremental store tweaks.
Steve Dennis contrasted that bold reinvention with the slow decline of other legacy retailers.

INSIGHT

Loblaw's National Scale And Brand Power

Loblaw is Canada's largest diversified retailer touching grocery, pharmacy, loyalty, finance, and apparel.
Its scale and trusted in-house brand President's Choice drive reach and daily relevance for nearly every Canadian.

INSIGHT

Customer Pressure Shapes Strategy

Canadians are squeezed for time, money, and attention, forcing retailers to prioritize convenience, affordability, and relevance.
Loblaw designs digital and operational features to reduce friction and give customers flexible shopping options.

Get the Snipd Podcast app to discover more snips from this episode

Get the app

This week the Remarkable Retail podcast delivers a dynamic mix of breaking retail news and an in-depth interview with a top retail innovators, Lauren Steinberg, Loblaw Executive Vice President and Chief Digital Officer at Loblaw, Canada's biggest retailer.

Steve Dennis and Michael LeBlanc kick off a wide-ranging news segment, analyzing how tariffs, inflation, and global economic uncertainty are reshaping retail. They explore the upcoming Federal Reserve decision, the rise in food and apparel costs, energy pressures tied to AI-driven data centers, and how these forces are squeezing consumers’ discretionary spending. The hosts also discuss RH's Paris flagship opening as a bold case study in reinvention, contrasting the brand formerly known as Restoration Hardware's bold ambition with the incremental strategies that have failed legacy brands. Finally, they highlight Sam’s Club’s new digital-first presentation layer—showing how even complex retailers can aim higher, move faster, and deliver remarkable customer experiences.

Guest Lauren Steinberg--who recently assumed the expanded role of Chief Digital Officer at Loblaw after a decade leading digital, loyalty, and retail media--offers a behind-the-scenes look at how Loblaw is serving nearly every Canadian through its grocery, pharmacy, financial services, and apparel businesses, anchored by iconic brands like President’s Choice, and Joe Fresh.

Laurnen explains how Loblaw’s digital strategy is centered on convenience, affordability, and relevance, with AI playing a critical role in personalization, supply chain efficiency, and the evolution toward agentic AI. Lauren also details the company’s fast-growing retail media network, designed to connect brands with customers in ways that are accountable, measurable, and integrated across both digital and physical retail.

About Us

Steve Dennis is a strategic advisor and keynote speaker focused on growth and innovation, who has also been named one of the world's top retail influencers. He is the bestselling authro of two books: Leaders Leap: Transforming Your Company at the Speed of Disruption and Remarkable Retail: How To Win & Keep Customers in the Age of Disruption. Steve regularly shares his insights in his role as a Forbes senior retail contributor and on social media.

Michael LeBlanc is the president and founder of M.E. LeBlanc & Company Inc, a senior retail advisor, keynote speaker and now, media entrepreneur. He has been on the front lines of retail industry change for his entire career.

Michael has delivered keynotes, hosted fire-side discussions and participated worldwide in thought leadership panels, most recently on the main stage in Toronto at Retail Council of Canada’s Retail Marketing conference with leaders from Walmart & Google. He brings 25+ years of brand/retail/marketing & eCommerce leadership experience with Levi's, Black & Decker, Hudson's Bay, CanWest Media, Pandora Jewellery, The Shopping Channel and Retail Council of Canada to his advisory, speaking and media practice.

Michael produces and hosts a network of leading retail trade podcasts, including the award-winning No.1 independent retail industry podcast in America, Remarkable Retail with his partner, Dallas-based best-selling author Steve Dennis; Canada's top retail industry podcast The Voice of Retail and Canada's top food industry and one of the top Canadian-produced management independent podcasts in the country, The Food Professor with Dr. Sylvain Charlebois from Dalhousie University in Halifax.

Rethink Retail has recognized Michael as one of the top global retail experts for the fourth year in a row, Thinkers 360 has named him on of the Top 50 global thought leaders in retail, RTIH has named him a top 100 global though leader in retail technology and Coresight Research has named Michael a Retail AI Influencer. If you are a BBQ fan, you can tune into Michael’s cooking show, Last Request BBQ, on YouTube, Instagram, X and yes, TikTok.

Michael is available for keynote presentations helping retailers, brands and retail industry insiders explaining the current state and future of the retail industry in North America and around the world.