Future of Fitness Evelyn Webster - Test, Fail, Repeat: SoulCycle's Practical Approach to AI Implementation
In this episode of The Future of Fitness, host Eric Malzone sits down with Evelyn Webster, CEO of SoulCycle, to explore the shifting dynamics of fitness and wellness in a post-pandemic world and how evolving consumer behavior is shaping the industry’s future. Evelyn shares how SoulCycle is redefining wellness beyond the bike, embracing experiential spending, and strengthening its emotional connection with riders to build lasting loyalty. She dives into the brand’s innovative use of AI and technology to personalize the customer journey—such as matching riders with instructors who play their favorite music, a strategy that has doubled new customer retention. The conversation also highlights SoulCycle’s brand strategy, the importance of investing in talent, expanding into retail beyond apparel, and forming strategic partnerships to reach new audiences. With a strong emphasis on a test-and-learn mindset, Evelyn offers valuable insights on driving growth, enhancing customer experience, and staying relevant in a rapidly changing wellness landscape.