Latest Interviews
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Clear all filters- Bank of America21 min
Understanding Today's Consumer: Holly O'Neill Interviews Sarah Tam of Rent the Runway
Bank of America President Holly O'Neill and Rent the Runway Chief Merchant Officer Sarah Tam convened to discuss building resilient, customer-first businesses by shifting from traditional ownership models to subscription-based access. Tam detailed how the company leverages real-time data and millions of customer signals to personalize the fashion experience and drive sustainability, while the partnership introduces exclusive rewards discounts for Rent the Runway members. The collaboration highlights a broader market evolution where leaders must transition from selling products to serving consumer needs for credibility, variety, and emotional connection.
- Bank of America37 min
The Pursuit of Unreasonable Hospitality: Holly O’Neill & Restaurateur Will Guidara
Holly O'Neill of Bank of America discusses the application of "unreasonable hospitality"—a philosophy prioritizing unique human connection over standardized service—to scale empathy across a client base of 70 million. Drawing from Eleven Madison Park's operational triumphs and Chewy's systemized gratitude, she argues that financial institutions can leverage AI to handle administrative burdens while empowering frontline teams to deliver vulnerable, high-impact interactions that build deep trust. The approach emphasizes intentional leadership practices, such as daily inspiration huddles and positive affirmation systems, to foster a culture where employees feel safe prioritizing client needs over rigid efficiency metrics.