Keynote at Internet Retailing Expo 2012 : Customer experience in a cross-channel environment
Customer shopping habits are evolving continuously and retailers need to work hard to keep up with ever-changing needs and expectations.
For cross-channel retailers matching a seamless experience for the customer across all touchpoints with high expectations of the brand promise requires insight, systems and the right teams. Simon Russell explains how John Lewis maintains high customer satisfaction levels while launching new services, such as mobile. Customer Experience Conference Day 2: March 22nd 10am
Simon joined John Lewis as a graduate from St Andrews University. His career at the company has focused on the business’ operational management, including time as Managing Director of its Sheffield and Bluewater branches, and in January 2010 he took up his current position as head of John Lewis’s multi-channel operation.
In this role, Simon is responsible for the growth of John Lewis’s rapidly-expanding online offer, ensuring that johnlewis.com is integrated into the company’s existing retail business, and that customers experience a consistently high level of service, regardless of the channel they use to shop.
Simon lives in Kent with his wife and seven year old daughter.