CX and AI Transformation at The Hershey Company

The Hershey Company is modernizing at pace, demonstrating how CX and AI can transform a 130-year-old brand.

In this episode of The Modern Customer Podcast, Tiffany Menyhart — Chief Customer Officer at The Hershey Company — explains how her team is integrating AI-enabled innovation, augmented reality in retail, and a more agile B2B2C model to meet shifting consumer expectations.

Drawing on leadership roles at Wrigley, Mars, and Kraft Heinz, Tiffany brings the operational and commercial discipline guiding Hershey’s next phase of growth. She outlines how the company is driving on-demand sales—up more than 30% this year and 60% over recent years—and how her team worked with a major retail partner to deliver a 40%+ seasonal lift through digital optimization.

Hershey’s approach links in-store retail, pure-play e-commerce, and fast-growing on-demand channels through a unified CX strategy.

Key topics include:

• AI-accelerated innovation through virtual design and early testing
• Augmented reality tools for 600+ field reps to improve display execution
• Instacart, DoorDash, and Uber Eats as emerging CX touchpoints
• Impulse merchandising redesigned for checkout-free retail
• Modernizing CX while preserving Hershey’s purpose and heritage

For leaders shaping CX, digital, retail, or innovation strategy, the conversation offers a grounded look at how an established brand adapts to new consumer behaviors and technologies.

🎧 Listen to the full conversation and subscribe for more insights on AI, and the future of customer experience.

Stream now on Apple Podcasts, Spotify or your favorite podcast platform.

Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don't miss her new book, "The Eight Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com.

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