Inside Harrods’ Playbook for Luxury Customer Experience with CRO Mark Blundell | RTS 2026
How do you deliver world-class luxury service to millions of annual visitors while preserving exclusivity, personalization, and the magic of in-store retail?
Live from Retail Technology Show 2026 in London, Chris Walton sits down with Mark Blundell, Chief Retail Officer at Harrods, to discuss how one of the world’s most iconic retailers continues to set the standard for customer experience, service, and innovation.
Mark explains how Harrods maintains exceptional standards through customer feedback, leadership presence on the floor, and a relentless commitment to excellence. He also shares why…
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