WEBVTT

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- When you think about 7-Eleven,

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it would be great if you could describe

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your business's approach to innovation.

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- We were a traditional
convenience retailer

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that is now pivoting to having food

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at the heart of our business.

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And so a lot of our innovation
comes through product

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and making sure that we've got

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the right product range for our customers,

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but then also how do we bring that to life

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in an omnichannel way that is
right for a convenience store

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and enhancing our customers' experience.

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And then also how do we
build operational excellence

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through technology so that 7-Eleven

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becomes such a fantastic place
to work for our team members,

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but also for our thousands of franchisees.

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- What are some of the
challenges that you face

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with keeping up with that pace of change?

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- One of the biggest
challenges is around talent

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and having the right skills

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and the right capabilities
in our business.

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And the way that we overcome that

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is by external partnerships,

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and that is really critical.

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To your point, it's
innovation changes so fast,

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disruption comes so fast.

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And so the only way that we can continue

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to stay abreast of those changes

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is to have critical partnerships.

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The second one is getting the teams

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to recognize the need to change.

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- When it comes to innovation,

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as we look two, three years ahead,

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what is it that excites
you most about the space?

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- I think omnichannel for sure

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is going to become very much the norm

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and particularly in Asia, we're seeing

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the rise of social commerce especially

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and how do we continue to leverage that

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for us in the convenience space.

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And then the other piece
is personalization,

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and very closely linked to that,

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how do we leverage the huge
data sources that we've got

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to give our customers a
personalized experience

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and make sure that what they're seeing

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is very relevant to them,

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whether that's in store,
whether that's online.

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So, they are the two things
that make me really excited

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about the next two to three years.

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(gentle music)