Omni Talk Retail Sam's Club CXO On Redesigning The Membership Experience One Exit Arch At A Time
Sep 18, 2025
Discover how Sam's Club is transforming the membership experience with innovative exit arches that eliminate receipt checks using computer vision. Dive into Diana Marshall's insights on the fast-tracked redesign of the website and app for improved personalization and speed. Learn about the massive back rooms designed to bolster e-commerce growth and get a sneak peek at the holiday strategies, including curated gifts and travel packages. A must-listen for those interested in retail innovation and customer experience!
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Leader With Deep Retail Roots
- Diana Marshall described her 20-year retail career and roles at Walmart and Sam's Club.
- She now leads Sam's Club experience including membership, marketing, ads, insights, and strategy.
Faster, Personalised Digital Experience
- Sam's Club redesigned its website and app to deliver faster load times and better personalization.
- The update improves product imagery and highlights fulfillment, leveraging Walmart e-commerce capabilities.
Exit Arches Removed Receipt Checks
- Sam's Club launched Scan and Go years ago and used member feedback to eliminate receipt checks.
- They rolled out chainwide 'exit arches' using computer vision in under a year to automate checks.