KEYNOTE in partnership with Pursuit: Defining and consistently delivering a differentiated customer experience



In this keynote session Andrew McMillan, the former head of customer experience at John Lewis, will discuss the importance of a ‘North Star’ in your business when it comes to customer service. He will also consider the four key components of customer experience and how they should be consciously weighted and blended to create the personality of the business, before looking at why customer experience will only be sustainable if it is built on a reflection of your employee experience

former head of customer experience
John Lewis