Seven years ago Best Buy was facing an existential threat due to frame-breaking changes in the retail market in the United States. The company worked first to fix its core business, and has since moved into a second phase as it seeks to become consumers’ trusted partner for technology integration in the home according to CEO Hubert Joly. The firm provides technical support for any technology or electronics product whether or not the customer purchased it in a Best Buy store or not. “Our purpose is to enrich people’s lives through technology by addressing key human needs,” said Joly. During his visit to The Industrialist’s Dilemma class on March 7, 2019, Joly discussed with Lecturer Robert Siegel the experience of going through a retail transformation in a digital world.
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