The Modern Customer Podcast CX and AI Transformation at The Hershey Company
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Nov 25, 2025 Tiffany Menyhart, Chief Customer Officer at The Hershey Company, brings 30 years of CPG expertise to the discussion. She dives into how Hershey is integrating AI and modernizing customer experience across retail, e-commerce, and on-demand platforms. Tiffany shares impressive statistics, like a 30% surge in on-demand sales and 40% increases in seasonal retail performance. She also discusses innovations like augmented reality merchandising tools and a focus on nurturing strong cultural dynamics and psychological safety within her teams.
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Listen First, Equip The Team
- Spend your early days listening in the field and building psychological safety on your team.
- Give teams tools and supply so they can execute and make it easy for partners to sell your products.
B2B2C Puts Partners And Consumers First
- Treat Hershey as B2B2C: serve retail partners while keeping the end consumer central.
- Making it easy for partners to get product to shoppers unlocks conversion for everyone.
Use AR To Sell Merchandising Wins
- Use augmented reality to show retail partners visual merchandising outcomes before implementation.
- Let reps demonstrate lift and store impact to secure win-win solutions with decision makers.
