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Inside Harrods’ Playbook for Luxury Customer Experience with CRO Mark Blundell | RTS 2026 · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everyone.
• 0:00
  This
• 0:00
  is
• 0:01
  Omnitalk
• 0:01
  Retail.
• 0:02
  I'm
• 0:02
  Chris
• 0:02
  Walton,
• 0:02
  and
• 0:02
  we
• 0:03
  are
• 0:03
  coming
• 0:03
  to
• 0:03
  you
• 0:03
  from
• 0:03
  the
• 0:03
  Retail
• 0:04
  Technology
• 0:04
  show
• 0:05
  in
• 0:06
  London
• 0:07
  in
• 0:07
  the
• 0:07
  Fusion
• 0:08
  podcast
• 0:08
  studio.
• 0:09
  Thank
• 0:09
  you
• 0:09
  to
• 0:09
  the
• 0:09
  Retail
• 0:10
  Technology
• 0:10
  show
• 0:10
  and
• 0:11
  to
• 0:11
  Fusion
• 0:11
  for
• 0:12
  making
• 0:12
  all
• 0:12
  of
• 0:12
  our
• 0:12
  coverage
• 0:13
  of
• 0:13
  the
• 0:13
  conference
• 0:13
  possible.
• 0:14
  Now
• 0:14
  I'm
• 0:15
  excited
• 0:15
  to
• 0:15
  introduce
• 0:15
  my
• 0:16
  next
• 0:16
  guest.
• 0:16
  My
• 0:16
  next
• 0:17
  guest
• 0:17
  is
• 0:17
  Mark
• 0:17
  Blundell,
• 0:18
  the
• 0:18
  Chief
• 0:19
  Retail
• 0:19
  Officer
• 0:20
  at
• 0:20
  Harrods.
• 0:20
  Mark,
• 0:21
  welcome
• 0:21
  to
• 0:21
  omnitalk.
• 0:21
  Thanks
• 0:22
  for
• 0:22
  being
• 0:22
  here.
• 0:22
  Thank
• 0:22
  you
• 0:22
  for
• 0:23
  having
• 0:23
  me,
• 0:23
  Chris.
• 0:23
  Appreciate
• 0:23
  it.
• 0:24
  Yeah,
• 0:24
  I'm
• 0:24
  excited.
• 0:24
  We
• 0:24
  were
• 0:25
  kind
• 0:25
  of
• 0:25
  getting
• 0:25
  into
• 0:25
  some
• 0:25
  good
• 0:25
  banter
• 0:26
  beforehand
• 0:26
  about
• 0:27
  what
• 0:27
  we
• 0:27
  had
• 0:27
  for
• 0:27
  breakfast
• 0:28
  this
• 0:28
  morning,
• 0:28
  but.
• 0:29
  But
• 0:29
  without
• 0:30
  further
• 0:30
  ado,
• 0:30
  why
• 0:30
  don't
• 0:30
  you
• 0:31
  tell
• 0:31
  the
• 0:31
  audience?
• 0:31
  Because
• 0:31
  we're
• 0:31
  also
• 0:32
  talking
• 0:32
  about
• 0:32
  how
• 0:32
  your
• 0:32
  background
• 0:33
  is
• 0:33
  very
• 0:33
  varied.
• 0:34
  Yes,
• 0:34
  you
• 0:34
  have
• 0:34
  an
• 0:35
  interesting
• 0:35
  background,
• 0:35
  so
• 0:35
  I'd
• 0:36
  love
• 0:36
  for
• 0:36
  you
• 0:36
  to
• 0:36
  tell
• 0:36
  our
• 0:36
  audience
• 0:37
  about
• 0:37
  it.
• 0:37
  And
• 0:37
  also,
• 0:38
  what
• 0:38
  brings
• 0:39
  you
• 0:39
  to
• 0:39
  RTS
• 0:40
  to
• 0:40
  begin
• 0:40
  with?
• 0:41
  Okay,
• 0:42
  what
• 0:42
  brings
• 0:42
  me
• 0:43
  to
• 0:43
  RTS?
• 0:43
  Well,
• 0:44
  it's
• 0:44
  been
• 0:45
  going
• 0:45
  for
• 0:45
  over
• 0:45
  10
• 0:45
  years,
• 0:46
  I
• 0:46
  think.
• 0:47
  And
• 0:48
  what
• 0:48
  brings
• 0:48
  me
• 0:48
  here
• 0:49
  is
• 0:49
  they
• 0:49
  finally
• 0:49
  got
• 0:50
  me.
• 0:52
  You've
• 0:53
  already
• 0:53
  been
• 0:53
  on
• 0:53
  stage,
• 0:53
  right?
• 0:54
  I
• 0:54
  know
• 0:54
  I
• 0:54
  have
• 0:55
  already
• 0:55
  done
• 0:55
  it.
• 0:55
  Yeah.
• 0:56
  I
• 0:56
  know.
• 0:57
  I
• 0:57
  tend
• 0:57
  to
• 0:57
  stay
• 0:58
  personally
• 0:58
  more
• 0:58
  in
• 0:59
  the
• 0:59
  background,
• 0:59
  but
• 1:00
  Harry
• 1:01
  is
• 1:01
  such
• 1:01
  an
• 1:01
  interesting
• 1:02
  case
• 1:02
  study
• 1:03
  for
• 1:03
  people.
• 1:03
  I
• 1:03
  think
• 1:03
  that's
• 1:04
  primarily
• 1:04
  because
• 1:05
  most
• 1:05
  people
• 1:05
  have
• 1:06
  been.
• 1:06
  And
• 1:06
  therefore
• 1:07
  they've
• 1:07
  had
• 1:07
  an
• 1:07
  experience
• 1:08
  of
• 1:08
  it,
• 1:08
  so
• 1:09
  they
• 1:09
  can.
• 1:09
  Everything
• 1:09
  you
• 1:10
  talk
• 1:10
  about,
• 1:11
  they're
• 1:11
  able
• 1:11
  to
• 1:11
  visualize.
• 1:12
  And
• 1:13
  so
• 1:13
  I
• 1:13
  think
• 1:14
  that's
• 1:14
  why
• 1:14
  it's
• 1:15
  always
• 1:15
  of
• 1:15
  interest
• 1:15
  at
• 1:16
  these
• 1:16
  type
• 1:16
  of
• 1:16
  conferences.
• 1:17
  But
• 1:18
  what
• 1:18
  brought
• 1:18
  me
• 1:18
  here
• 1:19
  is
• 1:19
  that,
• 1:20
  well,
• 1:21
  a
• 1:21
  long
• 1:21
  and
• 1:21
  checkered
• 1:22
  career
• 1:23
  in
• 1:23
  retail,
• 1:23
  really.
• 1:24
  I
• 1:24
  mean,
• 1:24
  I
• 1:24
  did
• 1:24
  start
• 1:25
  in
• 1:25
  banking
• 1:26
  for
• 1:26
  Barclays.
• 1:27
  My
• 1:27
  father
• 1:27
  was
• 1:28
  in
• 1:28
  banking,
• 1:28
  my
• 1:28
  brother
• 1:29
  was
• 1:29
  in
• 1:29
  banking.
• 1:29
  They
• 1:29
  said,
• 1:30
  don't
• 1:30
  ever
• 1:30
  go
• 1:30
  into
• 1:31
  banking.
• 1:31
  So
• 1:32
  I
• 1:32
  went
• 1:32
  into
• 1:32
  banking
• 1:33
  and
• 1:33
  it
• 1:33
  was
• 1:33
  retail
• 1:34
  banking
• 1:34
  for
• 1:34
  Barclays.
• 1:35
  And
• 1:35
  then
• 1:36
  I
• 1:37
  enjoyed
• 1:37
  that,
• 1:38
  but.
• 1:38
  And
• 1:38
  I
• 1:39
  like
• 1:39
  working
• 1:39
  for
• 1:39
  a
• 1:40
  really
• 1:40
  top
• 1:40
  organization
• 1:41
  in
• 1:41
  that
• 1:41
  sphere.
• 1:42
  But
• 1:42
  then
• 1:42
  I
• 1:43
  moved
• 1:43
  and
• 1:43
  went
• 1:43
  to
• 1:43
  Waitrose
• 1:44
  and
• 1:44
  John
• 1:44
  Lewis
• 1:45
  because
• 1:45
  I
• 1:46
  wanted
• 1:46
  to
• 1:46
  work
• 1:46
  for
• 1:46
  a
• 1:46
  slightly
• 1:47
  different
• 1:47
  organization,
• 1:48
  a
• 1:48
  private
• 1:49
  organization
• 1:50
  rather
• 1:50
  than
• 1:50
  a
• 1:50
  plc.
• 1:51
  And
• 1:53
  I
• 1:54
  really
• 1:54
  wanted
• 1:54
  to
• 1:54
  get
• 1:55
  to
• 1:55
  frontline
• 1:55
  retail,
• 1:56
  back
• 1:56
  to
• 1:56
  where
• 1:56
  my
• 1:56
  Saturday
• 1:56
  job
• 1:57
  used
• 1:57
  to
• 1:57
  be.
• 1:58
  I
• 1:58
  used
• 1:58
  to
• 1:58
  work
• 1:58
  in
• 1:59
  a
• 1:59
  pipe
• 1:59
  shop.
• 2:00
  Pipe
• 2:00
  shop,
• 2:00
  like,
• 2:01
  you
• 2:01
  know,
• 2:01
  a
• 2:01
  smoking
• 2:02
  shop.
• 2:02
  And
• 2:03
  that
• 2:03
  was
• 2:03
  my
• 2:04
  Saturday
• 2:04
  job
• 2:04
  for
• 2:04
  four
• 2:05
  years.
• 2:05
  And
• 2:05
  if
• 2:06
  my
• 2:06
  managing
• 2:07
  director
• 2:07
  was
• 2:07
  hearing
• 2:07
  me
• 2:07
  now,
• 2:08
  he'd
• 2:08
  be
• 2:08
  disappointed
• 2:08
  in
• 2:08
  me
• 2:09
  saying
• 2:09
  that
• 2:09
  was
• 2:09
  the
• 2:09
  best
• 2:10
  job
• 2:10
  I
• 2:10
  ever
• 2:10
  had.
• 2:11
  Of
• 2:12
  course
• 2:12
  it
• 2:12
  is.
• 2:12
  I
• 2:12
  didn't
• 2:12
  know
• 2:12
  those
• 2:13
  still
• 2:13
  existed.
• 2:13
  Well,
• 2:13
  they
• 2:14
  don't
• 2:14
  now.
• 2:14
  They
• 2:14
  don't
• 2:15
  now.
• 2:15
  I
• 2:15
  think
• 2:15
  with
• 2:16
  that
• 2:16
  was
• 2:16
  my
• 2:16
  addiction
• 2:16
  in
• 2:17
  retailing.
• 2:17
  Because
• 2:18
  what
• 2:18
  I
• 2:18
  could
• 2:18
  see
• 2:18
  was
• 2:19
  as
• 2:19
  a
• 2:20
  16
• 2:20
  year
• 2:20
  old,
• 2:20
  believe
• 2:21
  it
• 2:21
  or
• 2:21
  not,
• 2:21
  I
• 2:21
  didn't
• 2:21
  smoke
• 2:22
  a
• 2:22
  pipe.
• 2:23
  You
• 2:23
  needed
• 2:23
  to
• 2:23
  know
• 2:23
  about
• 2:24
  the
• 2:24
  product,
• 2:24
  you
• 2:24
  need
• 2:24
  to
• 2:25
  know
• 2:25
  about
• 2:25
  the
• 2:25
  customer.
• 2:25
  I
• 2:26
  learned
• 2:26
  my
• 2:26
  trade
• 2:27
  there.
• 2:28
  But
• 2:28
  what
• 2:29
  I
• 2:29
  also
• 2:29
  learned
• 2:29
  is
• 2:29
  that
• 2:30
  life
• 2:30
  moves
• 2:30
  on,
• 2:31
  business
• 2:31
  moves
• 2:31
  on.
• 2:32
  And
• 2:32
  what
• 2:32
  I
• 2:32
  could
• 2:33
  see
• 2:33
  with
• 2:33
  that
• 2:33
  business
• 2:34
  quite
• 2:34
  easily
• 2:35
  is
• 2:35
  dying
• 2:35
  out,
• 2:35
  smoking,
• 2:36
  but
• 2:36
  the
• 2:37
  owner
• 2:37
  couldn't.
• 2:37
  And
• 2:38
  so
• 2:38
  it
• 2:38
  gave
• 2:38
  me
• 2:39
  a
• 2:39
  bit
• 2:39
  of
• 2:39
  a
• 2:39
  transformational
• 2:40
  mindset
• 2:40
  of,
• 2:40
  okay,
• 2:41
  how
• 2:41
  do
• 2:41
  you
• 2:41
  keep
• 2:42
  retailers
• 2:43
  alive
• 2:43
  and
• 2:43
  relevant
• 2:44
  in
• 2:44
  the
• 2:44
  modern
• 2:44
  age?
• 2:45
  So
• 2:45
  I
• 2:45
  went
• 2:46
  to
• 2:46
  Barclays,
• 2:46
  looked
• 2:47
  at
• 2:47
  that,
• 2:47
  went
• 2:47
  into
• 2:47
  Waitrose,
• 2:48
  John
• 2:48
  Lewis
• 2:49
  as
• 2:49
  well,
• 2:49
  and
• 2:49
  I
• 2:49
  did
• 2:50
  a
• 2:50
  role
• 2:50
  of
• 2:50
  head
• 2:50
  of
• 2:50
  change
• 2:51
  in
• 2:52
  John
• 2:52
  Lewis
• 2:52
  and
• 2:53
  that
• 2:53
  was
• 2:53
  interesting.
• 2:53
  Keeping
• 2:54
  with
• 2:54
  that,
• 2:54
  how
• 2:55
  do
• 2:55
  you
• 2:55
  stay
• 2:55
  relevant?
• 2:56
  And
• 2:56
  then
• 2:57
  I,
• 2:57
  you
• 2:57
  know,
• 2:58
  if
• 2:58
  you've
• 2:58
  been
• 2:58
  in
• 2:58
  retail
• 2:58
  for
• 2:59
  25,
• 2:59
  30
• 2:59
  years,
• 3:00
  the
• 3:00
  Everest
• 3:01
  that,
• 3:02
  you
• 3:02
  know,
• 3:02
  the
• 3:02
  tip
• 3:03
  of
• 3:03
  Everest
• 3:03
  is
• 3:03
  to
• 3:04
  go
• 3:04
  work
• 3:04
  for
• 3:04
  Harrods
• 3:04
  and
• 3:05
  that,
• 3:05
  that
• 3:05
  sort
• 3:05
  of
• 3:05
  came
• 3:05
  calling
• 3:06
  eight
• 3:06
  years
• 3:06
  ago,
• 3:06
  right?
• 3:07
  Yeah.
• 3:07
  Usually
• 3:07
  when
• 3:07
  I
• 3:07
  do
• 3:07
  these
• 3:08
  interviews
• 3:08
  I
• 3:08
  always
• 3:08
  say,
• 3:08
  hey,
• 3:09
  you
• 3:09
  know,
• 3:09
  tell
• 3:09
  me
• 3:09
  a
• 3:09
  little
• 3:09
  bit
• 3:09
  about
• 3:09
  the
• 3:10
  company
• 3:10
  you
• 3:10
  work
• 3:10
  for.
• 3:10
  But
• 3:10
  I
• 3:10
  think
• 3:10
  everybody
• 3:11
  knows,
• 3:11
  everyone
• 3:11
  knows,.
• 3:12
  Probably
• 3:13
  been
• 3:13
  inside
• 3:13
  it
• 3:13
  too.
• 3:15
  That's
• 3:15
  interesting.
• 3:15
  You're
• 3:16
  a
• 3:16
  merchant
• 3:16
  at
• 3:16
  heart
• 3:16
  then.
• 3:16
  That's
• 3:17
  what
• 3:17
  I
• 3:17
  take
• 3:17
  from
• 3:17
  that.
• 3:17
  You
• 3:18
  know,
• 3:18
  you
• 3:18
  can
• 3:18
  fall
• 3:18
  in
• 3:18
  love
• 3:18
  with
• 3:19
  any
• 3:19
  product
• 3:19
  category.
• 3:20
  I
• 3:20
  can
• 3:20
  and
• 3:22
  I
• 3:22
  like
• 3:22
  learning
• 3:22
  it
• 3:23
  from
• 3:23
  the
• 3:23
  shop
• 3:23
  floor
• 3:23
  upwards
• 3:24
  and
• 3:24
  really
• 3:25
  understanding
• 3:26
  the
• 3:26
  product
• 3:26
  and
• 3:26
  the
• 3:26
  customer.
• 3:28
  But
• 3:28
  also
• 3:28
  I
• 3:28
  think
• 3:29
  same
• 3:30
  applies
• 3:30
  to
• 3:30
  all
• 3:30
  of
• 3:30
  those
• 3:30
  businesses.
• 3:31
  If
• 3:31
  you
• 3:31
  surround
• 3:31
  yourself
• 3:32
  with
• 3:32
  great
• 3:32
  people,
• 3:33
  experts
• 3:34
  in
• 3:34
  what
• 3:34
  they
• 3:34
  do,
• 3:35
  you
• 3:35
  can
• 3:35
  learn
• 3:36
  at
• 3:36
  your
• 3:36
  own
• 3:36
  pace
• 3:37
  whilst
• 3:37
  you
• 3:37
  lead
• 3:37
  those
• 3:38
  people,
• 3:38
  lead
• 3:39
  the
• 3:39
  march
• 3:39
  with
• 3:39
  those
• 3:40
  individuals.
• 3:40
  So
• 3:41
  I've
• 3:41
  been
• 3:41
  blessed
• 3:42
  with
• 3:42
  having
• 3:42
  great
• 3:42
  teams
• 3:43
  and
• 3:43
  picking
• 3:44
  great
• 3:44
  teams
• 3:44
  who
• 3:44
  work
• 3:45
  around
• 3:45
  me.
• 3:46
  But
• 3:46
  yeah,
• 3:47
  I
• 3:47
  like
• 3:47
  learning
• 3:48
  new
• 3:48
  things
• 3:48
  and
• 3:48
  getting
• 3:49
  into
• 3:49
  new
• 3:49
  industries.
• 3:50
  I'm
• 3:50
  curious,
• 3:51
  I'm
• 3:52
  guessing
• 3:52
  that's
• 3:52
  one
• 3:52
  through
• 3:53
  line,
• 3:53
  through
• 3:53
  all
• 3:53
  those
• 3:53
  experiences.
• 3:54
  Cause
• 3:54
  you've
• 3:54
  got
• 3:54
  financial
• 3:55
  services,
• 3:55
  you've
• 3:56
  got
• 3:56
  grocery
• 3:56
  in
• 3:56
  there,
• 3:56
  you've
• 3:57
  got
• 3:57
  department
• 3:57
  stores,
• 3:58
  now
• 3:58
  you're
• 3:58
  in
• 3:58
  Harrods.
• 4:00
  Is
• 4:00
  the
• 4:00
  team
• 4:01
  one
• 4:01
  of
• 4:01
  the
• 4:01
  through
• 4:01
  lines
• 4:02
  that
• 4:02
  connects
• 4:02
  all
• 4:02
  of
• 4:03
  those
• 4:03
  experiences
• 4:03
  for
• 4:03
  you
• 4:03
  or
• 4:04
  what
• 4:04
  else
• 4:04
  can
• 4:04
  you
• 4:04
  say?
• 4:05
  I
• 4:05
  think
• 4:05
  the
• 4:05
  biggest
• 4:05
  thing
• 4:05
  that
• 4:06
  connects
• 4:06
  them
• 4:06
  is
• 4:06
  in
• 4:06
  each
• 4:07
  of
• 4:07
  those
• 4:07
  three
• 4:07
  markets
• 4:09
  I
• 4:09
  worked
• 4:09
  for
• 4:09
  an
• 4:09
  organization
• 4:10
  whose
• 4:10
  ambition
• 4:11
  was
• 4:11
  to
• 4:11
  be
• 4:11
  at
• 4:11
  the
• 4:12
  very
• 4:12
  top
• 4:12
  of
• 4:13
  their
• 4:13
  field.
• 4:13
  So
• 4:13
  Barclays
• 4:14
  wanted
• 4:14
  to
• 4:14
  be
• 4:14
  the
• 4:14
  top
• 4:14
  in
• 4:15
  financial
• 4:15
  services.
• 4:16
  John
• 4:16
  Lewis,
• 4:17
  the
• 4:18
  best
• 4:18
  department
• 4:18
  store
• 4:19
  on
• 4:19
  the
• 4:19
  high
• 4:19
  street,
• 4:20
  Waitrose,
• 4:20
  the
• 4:21
  best
• 4:21
  food
• 4:21
  supermarket
• 4:22
  and
• 4:22
  then
• 4:23
  Harrods
• 4:23
  just
• 4:23
  wanted
• 4:24
  to
• 4:24
  be
• 4:24
  the
• 4:24
  best
• 4:24
  of
• 4:24
  the
• 4:24
  best.
• 4:25
  And
• 4:26
  what
• 4:26
  I
• 4:26
  enjoyed
• 4:27
  about
• 4:27
  being
• 4:27
  in
• 4:27
  those
• 4:28
  environments
• 4:28
  was
• 4:29
  good's
• 4:29
  just
• 4:29
  never
• 4:30
  good
• 4:30
  enough.
• 4:31
  So
• 4:31
  working
• 4:32
  and
• 4:32
  that's
• 4:32
  incredibly
• 4:33
  motivational,
• 4:33
  but
• 4:34
  it
• 4:34
  stretches
• 4:34
  you
• 4:35
  in
• 4:35
  ways
• 4:35
  you've
• 4:35
  never
• 4:35
  been
• 4:36
  stretched
• 4:36
  before
• 4:36
  because,
• 4:37
  you
• 4:37
  know,
• 4:37
  just
• 4:38
  making
• 4:38
  do
• 4:39
  doesn't
• 4:39
  cut
• 4:39
  the
• 4:40
  mustard.
• 4:40
  You
• 4:40
  have
• 4:41
  to
• 4:41
  absolutely
• 4:42
  be
• 4:42
  on
• 4:42
  the
• 4:42
  top
• 4:42
  of
• 4:42
  your
• 4:42
  game
• 4:43
  and
• 4:43
  pushing
• 4:44
  for
• 4:44
  the
• 4:44
  best
• 4:44
  of
• 4:44
  the
• 4:44
  best.
• 4:45
  So
• 4:45
  I
• 4:45
  think
• 4:46
  that's
• 4:46
  the
• 4:46
  commonality
• 4:47
  that
• 4:47
  stretches
• 4:47
  across
• 4:48
  those
• 4:48
  three.
• 4:48
  Working
• 4:49
  for
• 4:49
  organisations
• 4:50
  who
• 4:50
  position
• 4:51
  themselves
• 4:51
  as
• 4:52
  being
• 4:52
  the
• 4:52
  best
• 4:52
  in
• 4:52
  their
• 4:52
  field.
• 4:53
  So
• 4:53
  a
• 4:53
  commitment
• 4:53
  to
• 4:53
  excellence,
• 4:54
  without
• 4:54
  a
• 4:54
  doubt.
• 4:55
  Okay,
• 4:55
  so
• 4:55
  let
• 4:55
  me
• 4:55
  put
• 4:55
  your
• 4:56
  feet
• 4:56
  to
• 4:56
  the
• 4:56
  fire
• 4:56
  on
• 4:56
  that,
• 4:56
  then.
• 4:57
  So,
• 4:57
  you
• 4:57
  know,
• 4:57
  harrods,
• 4:58
  I
• 4:58
  think
• 4:58
  330
• 4:59
  departments,
• 5:00
  if
• 5:00
  I'm
• 5:00
  not
• 5:00
  mistaken,
• 5:00
  or
• 5:00
  some
• 5:01
  enormous
• 5:01
  number.
• 5:02
  Right.
• 5:02
  That's
• 5:03
  what
• 5:03
  I
• 5:03
  got
• 5:03
  in
• 5:03
  my
• 5:03
  research.
• 5:04
  But,
• 5:04
  you
• 5:04
  know,
• 5:04
  massive
• 5:05
  amount
• 5:05
  of
• 5:05
  square
• 5:06
  footage,
• 5:06
  too.
• 5:06
  You've
• 5:07
  got
• 5:07
  tourists
• 5:07
  from
• 5:08
  some
• 5:08
  of
• 5:08
  the
• 5:08
  wealthiest,
• 5:08
  you
• 5:09
  know,
• 5:09
  some
• 5:09
  of
• 5:09
  the
• 5:09
  wealthiest
• 5:10
  clientele
• 5:10
  imaginable
• 5:11
  coming
• 5:11
  through
• 5:11
  that
• 5:11
  store.
• 5:12
  How
• 5:12
  do
• 5:13
  you
• 5:13
  design
• 5:13
  and
• 5:14
  monitor
• 5:14
  the
• 5:14
  service
• 5:15
  standards
• 5:15
  across
• 5:16
  such
• 5:17
  a
• 5:17
  wide
• 5:18
  swath
• 5:18
  of
• 5:18
  categories
• 5:19
  and
• 5:19
  customers?
• 5:20
  And
• 5:20
  as
• 5:20
  you
• 5:21
  try
• 5:21
  to
• 5:21
  commit
• 5:21
  yourself
• 5:22
  to
• 5:22
  that
• 5:22
  level
• 5:22
  of
• 5:22
  excellence?
• 5:23
  It's
• 5:23
  a
• 5:24
  good
• 5:24
  question
• 5:25
  and
• 5:25
  it's
• 5:25
  not
• 5:25
  easy.
• 5:26
  We've
• 5:26
  got
• 5:27
  15
• 5:27
  million
• 5:28
  customers
• 5:28
  a
• 5:28
  year,
• 5:28
  so
• 5:29
  how
• 5:29
  do
• 5:29
  you
• 5:29
  make
• 5:29
  sure
• 5:30
  that.
• 5:30
  15
• 5:30
  million.
• 5:31
  15
• 5:31
  million.
• 5:32
  Okay.
• 5:33
  I
• 5:33
  mean,
• 5:33
  15
• 5:33
  is
• 5:34
  pretty
• 5:34
  big.
• 5:34
  Yeah,
• 5:36
  15
• 5:36
  would
• 5:36
  have
• 5:36
  been.
• 5:37
  I'm
• 5:38
  not
• 5:38
  sure
• 5:38
  I
• 5:38
  could
• 5:39
  cope
• 5:39
  with.
• 5:39
  50,
• 5:40
  I
• 5:41
  think,
• 5:41
  you
• 5:41
  know,
• 5:41
  we
• 5:41
  can't
• 5:42
  scale
• 5:42
  up.
• 5:42
  That.
• 5:42
  We
• 5:42
  can't.
• 5:43
  That
• 5:43
  would
• 5:43
  be
• 5:43
  tricky
• 5:44
  to
• 5:44
  scale
• 5:44
  up.
• 5:44
  But
• 5:46
  we
• 5:46
  monitor
• 5:46
  them
• 5:46
  in
• 5:47
  the
• 5:47
  standard
• 5:47
  way
• 5:47
  retailers
• 5:48
  monitor
• 5:48
  them,
• 5:49
  which
• 5:49
  is
• 5:49
  through
• 5:50
  exit
• 5:50
  surveys,
• 5:51
  pull
• 5:51
  surveys,
• 5:52
  all
• 5:52
  the
• 5:52
  standard
• 5:53
  stuff.
• 5:54
  And
• 5:55
  Listen,
• 5:55
  we
• 5:55
  get
• 5:55
  600
• 5:56
  comments
• 5:56
  a
• 5:56
  week
• 5:57
  from
• 5:57
  our
• 5:58
  clients.
• 5:59
  And
• 5:59
  I
• 6:00
  must
• 6:00
  say
• 6:00
  that
• 6:00
  anyone
• 6:01
  that
• 6:01
  doesn't
• 6:02
  hit
• 6:02
  the
• 6:02
  10
• 6:02
  out
• 6:03
  of
• 6:03
  10
• 6:03
  mark
• 6:03
  gets
• 6:03
  straight
• 6:04
  put
• 6:04
  on
• 6:04
  my
• 6:04
  phone.
• 6:05
  Really?
• 6:05
  Yeah,
• 6:06
  and
• 6:06
  straight
• 6:06
  on
• 6:07
  my
• 6:07
  phone
• 6:07
  and
• 6:07
  my
• 6:07
  leadership's
• 6:08
  team's
• 6:08
  phone
• 6:09
  so
• 6:09
  that
• 6:09
  we
• 6:09
  can
• 6:09
  understand
• 6:10
  what's
• 6:11
  gone
• 6:11
  wrong
• 6:11
  and
• 6:12
  work
• 6:13
  with
• 6:13
  our
• 6:13
  colleagues
• 6:13
  to
• 6:14
  make
• 6:14
  sure
• 6:14
  that
• 6:14
  we
• 6:14
  don't
• 6:14
  make
• 6:14
  the
• 6:15
  same
• 6:15
  mistakes
• 6:15
  again.
• 6:16
  So
• 6:16
  we
• 6:16
  get
• 6:17
  immediate
• 6:18
  insight.
• 6:18
  And
• 6:18
  when
• 6:19
  we
• 6:19
  let
• 6:19
  one
• 6:19
  of
• 6:19
  those
• 6:19
  clients
• 6:20
  down,
• 6:20
  funnily
• 6:21
  enough,
• 6:21
  when
• 6:21
  you
• 6:22
  move
• 6:22
  further
• 6:22
  up
• 6:23
  the
• 6:23
  pyramid
• 6:24
  of
• 6:24
  customers
• 6:24
  to
• 6:25
  our
• 6:25
  ultra
• 6:25
  high
• 6:26
  net
• 6:26
  worth,
• 6:27
  they
• 6:27
  won't
• 6:27
  fill
• 6:27
  out
• 6:27
  a
• 6:28
  survey.
• 6:28
  So
• 6:28
  you've
• 6:28
  got
• 6:29
  to
• 6:29
  spend
• 6:29
  time
• 6:29
  with
• 6:30
  them,
• 6:30
  you've
• 6:30
  got
• 6:30
  to
• 6:30
  observe
• 6:31
  them
• 6:31
  and
• 6:31
  understand
• 6:32
  what
• 6:32
  experience
• 6:33
  looks
• 6:33
  like
• 6:33
  to
• 6:34
  them
• 6:34
  to
• 6:34
  truly
• 6:35
  know
• 6:35
  whether
• 6:35
  you're
• 6:35
  hitting
• 6:36
  the
• 6:36
  mark
• 6:36
  or
• 6:36
  not.
• 6:37
  So
• 6:37
  although
• 6:38
  we
• 6:38
  get
• 6:38
  this
• 6:38
  rich
• 6:39
  level
• 6:39
  of
• 6:40
  insight,
• 6:40
  nothing
• 6:41
  ever
• 6:41
  beats
• 6:41
  walking
• 6:42
  onto
• 6:42
  your
• 6:42
  shop
• 6:43
  floor
• 6:44
  observing
• 6:44
  your
• 6:44
  clients,
• 6:45
  seeing
• 6:45
  how
• 6:45
  my
• 6:46
  team
• 6:46
  are
• 6:46
  interacting
• 6:46
  with
• 6:46
  those
• 6:47
  clients
• 6:47
  and
• 6:47
  how
• 6:47
  those
• 6:47
  clients
• 6:48
  are
• 6:48
  responding.
• 6:49
  You
• 6:49
  know,
• 6:49
  a
• 6:49
  lot.
• 6:50
  You
• 6:50
  know,
• 6:51
  we're
• 6:51
  at
• 6:51
  a
• 6:51
  tech
• 6:52
  show.
• 6:52
  Yeah.
• 6:52
  So
• 6:52
  everyone
• 6:53
  here
• 6:53
  as
• 6:53
  a
• 6:53
  vendor
• 6:54
  is
• 6:54
  looking
• 6:54
  to
• 6:54
  sell
• 6:54
  you
• 6:54
  a
• 6:55
  really
• 6:55
  great
• 6:55
  solution.
• 6:56
  Yeah.
• 6:56
  And
• 6:57
  that.
• 6:57
  That's
• 6:57
  Absolutely
• 6:58
  fine.
• 6:58
  And
• 6:58
  we're
• 6:59
  part
• 6:59
  of
• 6:59
  that
• 7:00
  and
• 7:00
  I
• 7:00
  fully
• 7:01
  encourage
• 7:01
  it.
• 7:02
  However,
• 7:02
  nothing
• 7:03
  beats
• 7:03
  your
• 7:03
  own
• 7:03
  eyes
• 7:04
  and
• 7:04
  your
• 7:04
  25,
• 7:05
  30
• 7:05
  years
• 7:05
  worth
• 7:06
  of
• 7:06
  experience
• 7:06
  of
• 7:06
  what
• 7:07
  good
• 7:07
  looks
• 7:08
  like.
• 7:08
  But
• 7:08
  equally,
• 7:09
  nothing
• 7:10
  is
• 7:10
  better
• 7:10
  than
• 7:11
  speaking
• 7:11
  to
• 7:11
  a
• 7:11
  client,
• 7:12
  leaning
• 7:13
  in
• 7:13
  and
• 7:13
  listening
• 7:13
  to
• 7:13
  what
• 7:14
  they
• 7:14
  have
• 7:14
  to
• 7:14
  say.
• 7:14
  Yeah.
• 7:15
  So
• 7:15
  I'm
• 7:15
  curious,
• 7:15
  Mark,
• 7:15
  so
• 7:16
  say
• 7:16
  one
• 7:16
  of
• 7:16
  those
• 7:16
  surveys
• 7:17
  comes
• 7:17
  back,
• 7:17
  Right.
• 7:18
  And
• 7:18
  how
• 7:18
  do
• 7:18
  you
• 7:19
  use
• 7:19
  that
• 7:19
  as
• 7:19
  a
• 7:19
  teaching
• 7:20
  moment
• 7:20
  to
• 7:21
  help
• 7:22
  inform
• 7:22
  how
• 7:22
  things
• 7:23
  should
• 7:23
  be
• 7:23
  done
• 7:23
  going
• 7:23
  forward
• 7:24
  versus
• 7:24
  kind
• 7:24
  of
• 7:24
  like
• 7:24
  as
• 7:24
  a
• 7:25
  punishment
• 7:25
  exercise?
• 7:26
  What
• 7:27
  have
• 7:27
  you
• 7:27
  found
• 7:27
  that
• 7:27
  works
• 7:28
  in
• 7:28
  that
• 7:28
  regard
• 7:29
  for
• 7:29
  you?
• 7:29
  We'll
• 7:29
  tend
• 7:30
  to.
• 7:30
  We
• 7:31
  consistently
• 7:31
  meet
• 7:32
  with
• 7:32
  my
• 7:32
  leadership
• 7:32
  team
• 7:32
  and
• 7:33
  we
• 7:33
  will
• 7:33
  look
• 7:33
  at.
• 7:34
  We'd
• 7:35
  probably
• 7:36
  extract
• 7:36
  two
• 7:36
  things.
• 7:37
  Our
• 7:37
  worst
• 7:37
  comment
• 7:38
  of
• 7:38
  the
• 7:38
  week
• 7:38
  and
• 7:38
  our
• 7:38
  best
• 7:38
  comment
• 7:39
  of
• 7:39
  the
• 7:39
  week.
• 7:39
  Okay.
• 7:40
  Because
• 7:40
  if
• 7:40
  you
• 7:40
  just
• 7:40
  look
• 7:40
  at
• 7:40
  your
• 7:41
  worst
• 7:41
  comments,
• 7:42
  then
• 7:42
  a,
• 7:43
  that's
• 7:43
  pretty
• 7:43
  demotivational.
• 7:45
  Yeah,
• 7:45
  it's
• 7:45
  massively
• 7:46
  so.
• 7:46
  We
• 7:46
  try
• 7:47
  and
• 7:47
  unpick
• 7:47
  what's
• 7:47
  gone
• 7:48
  wrong
• 7:49
  and
• 7:49
  we
• 7:49
  will
• 7:50
  all
• 7:50
  usually
• 7:50
  pick
• 7:51
  one
• 7:51
  whereby
• 7:52
  there's
• 7:52
  been
• 7:53
  a
• 7:53
  number
• 7:53
  of
• 7:53
  occasions
• 7:54
  along
• 7:54
  the
• 7:54
  way
• 7:54
  within
• 7:54
  the
• 7:54
  customer
• 7:55
  journey
• 7:56
  where
• 7:56
  an
• 7:57
  error's
• 7:57
  been
• 7:57
  made
• 7:58
  that
• 7:58
  we
• 7:58
  should
• 7:58
  have
• 7:58
  rectified.
• 7:59
  And
• 7:59
  then
• 8:00
  we'll
• 8:00
  go
• 8:00
  to
• 8:00
  the
• 8:00
  relevant
• 8:01
  area,
• 8:01
  whether
• 8:01
  that
• 8:01
  be
• 8:02
  a
• 8:02
  retail
• 8:02
  area,
• 8:02
  whether
• 8:02
  it's
• 8:03
  in
• 8:03
  the
• 8:03
  supply
• 8:03
  chain,
• 8:04
  whether
• 8:04
  it
• 8:04
  be
• 8:04
  the
• 8:04
  online
• 8:05
  journey,
• 8:05
  and
• 8:06
  work
• 8:06
  with
• 8:06
  the
• 8:06
  teams
• 8:07
  there
• 8:07
  to
• 8:07
  give
• 8:08
  them
• 8:08
  the
• 8:08
  insights
• 8:08
  of
• 8:09
  what,
• 8:09
  what
• 8:09
  could
• 8:09
  we
• 8:10
  do
• 8:10
  better?
• 8:10
  So
• 8:11
  we
• 8:11
  look
• 8:12
  at
• 8:12
  that
• 8:12
  on
• 8:12
  a
• 8:12
  weekly
• 8:12
  basis
• 8:13
  at
• 8:13
  our
• 8:13
  trade
• 8:13
  and
• 8:13
  service
• 8:14
  meetings.
• 8:15
  We
• 8:15
  also
• 8:16
  outreach
• 8:16
  to
• 8:16
  clients
• 8:17
  who
• 8:17
  leave
• 8:17
  us
• 8:18
  fantastic
• 8:18
  comments
• 8:19
  because
• 8:21
  a,
• 8:21
  you
• 8:21
  feel
• 8:22
  good,
• 8:22
  but
• 8:22
  it's
• 8:23
  a
• 8:23
  great
• 8:23
  way
• 8:23
  of
• 8:23
  building
• 8:24
  advocacy.
• 8:25
  Thank
• 8:25
  you
• 8:25
  for
• 8:25
  taking
• 8:25
  the
• 8:26
  time
• 8:26
  to
• 8:26
  leave
• 8:26
  the
• 8:26
  comment.
• 8:27
  First
• 8:27
  and
• 8:27
  foremost,
• 8:28
  thanks
• 8:28
  for
• 8:28
  sharing
• 8:29
  your
• 8:29
  experience.
• 8:29
  Is
• 8:29
  there
• 8:30
  anything
• 8:30
  else
• 8:30
  you
• 8:30
  want
• 8:30
  to
• 8:30
  share?
• 8:31
  And
• 8:31
  often
• 8:31
  it's
• 8:32
  listen,
• 8:32
  next
• 8:32
  time
• 8:33
  you're
• 8:33
  in,
• 8:33
  let's
• 8:33
  meet,
• 8:34
  let's
• 8:34
  meet.
• 8:35
  And
• 8:35
  I
• 8:35
  think
• 8:35
  that's
• 8:36
  building
• 8:36
  that
• 8:36
  longer
• 8:37
  term
• 8:37
  connection
• 8:38
  relationship
• 8:38
  with
• 8:38
  the
• 8:39
  client.
• 8:39
  So
• 8:40
  if
• 8:40
  we
• 8:40
  just
• 8:41
  focused
• 8:41
  on
• 8:41
  the
• 8:42
  bad
• 8:42
  stuff,
• 8:42
  which
• 8:43
  is
• 8:43
  almost.
• 8:43
  That's
• 8:44
  table
• 8:44
  stakes.
• 8:45
  You've
• 8:45
  just
• 8:45
  got
• 8:45
  to
• 8:45
  get
• 8:46
  into
• 8:46
  that
• 8:46
  space
• 8:46
  to
• 8:46
  make
• 8:47
  sure
• 8:47
  that
• 8:47
  you
• 8:47
  are
• 8:47
  recovering
• 8:48
  a
• 8:48
  customer
• 8:49
  experience.
• 8:49
  We're
• 8:50
  not
• 8:50
  perfect.
• 8:50
  We
• 8:51
  try
• 8:51
  to
• 8:51
  be,
• 8:51
  but
• 8:52
  we
• 8:53
  make
• 8:53
  mistakes.
• 8:54
  But
• 8:54
  we
• 8:54
  also
• 8:55
  want
• 8:55
  to
• 8:55
  make
• 8:55
  sure
• 8:55
  from
• 8:55
  our
• 8:56
  really
• 8:56
  great
• 8:56
  customers,
• 8:57
  what
• 8:57
  more
• 8:57
  can
• 8:57
  we
• 8:57
  do
• 8:57
  for
• 8:58
  them?
• 8:58
  Yeah.
• 8:58
  And
• 8:58
  it
• 8:58
  helps
• 8:59
  you
• 8:59
  understand
• 8:59
  where
• 8:59
  to
• 8:59
  lean
• 9:00
  in
• 9:00
  in
• 9:00
  terms
• 9:00
  of
• 9:00
  what
• 9:00
  you're
• 9:00
  doing
• 9:01
  well
• 9:01
  as
• 9:01
  well.
• 9:01
  All
• 9:02
  right,
• 9:02
  so
• 9:02
  I
• 9:02
  got
• 9:02
  to
• 9:02
  ask
• 9:02
  you
• 9:03
  this
• 9:03
  question
• 9:03
  too.
• 9:03
  So
• 9:04
  you
• 9:04
  know,
• 9:04
  and
• 9:05
  Harrods
• 9:05
  is
• 9:05
  kind
• 9:05
  of
• 9:05
  a
• 9:05
  one
• 9:06
  of
• 9:06
  one
• 9:06
  in
• 9:06
  the
• 9:06
  marketplace.
• 9:07
  Right.
• 9:07
  It's
• 9:07
  very
• 9:07
  unique.
• 9:08
  But
• 9:08
  you
• 9:08
  know,
• 9:08
  the
• 9:08
  department
• 9:09
  store
• 9:09
  industry
• 9:09
  in
• 9:09
  general,
• 9:10
  some
• 9:10
  would
• 9:10
  say
• 9:10
  it's
• 9:10
  an
• 9:10
  Outdated
• 9:11
  form
• 9:12
  of
• 9:12
  retail
• 9:12
  or
• 9:12
  an
• 9:12
  outdated
• 9:13
  model.
• 9:13
  What
• 9:13
  would
• 9:14
  you
• 9:14
  say
• 9:14
  to
• 9:14
  that
• 9:14
  argument?
• 9:15
  Bring
• 9:16
  them
• 9:16
  in
• 9:16
  here.
• 9:17
  Who
• 9:17
  the
• 9:17
  hell
• 9:17
  said
• 9:18
  that
• 9:20
  I
• 9:20
  would
• 9:20
  fight
• 9:21
  them
• 9:21
  to
• 9:21
  the
• 9:21
  bone?
• 9:21
  I
• 9:22
  wouldn't.
• 9:23
  I
• 9:23
  think
• 9:24
  there's.
• 9:25
  What's
• 9:25
  the
• 9:25
  nuance?
• 9:26
  The
• 9:26
  nuance
• 9:26
  is
• 9:26
  this.
• 9:27
  I
• 9:28
  think
• 9:28
  there's
• 9:28
  some
• 9:28
  truth
• 9:29
  in
• 9:29
  the
• 9:29
  statement
• 9:29
  because
• 9:29
  they're
• 9:30
  probably
• 9:30
  quoting
• 9:31
  a
• 9:32
  lot
• 9:32
  of
• 9:33
  challenging
• 9:33
  department
• 9:33
  store
• 9:34
  retailers
• 9:34
  in
• 9:35
  this
• 9:35
  country.
• 9:35
  But,
• 9:36
  you
• 9:36
  know,
• 9:37
  if
• 9:37
  you
• 9:37
  go
• 9:37
  to
• 9:37
  the
• 9:38
  US
• 9:38
  A
• 9:39
  lot
• 9:39
  of
• 9:39
  those
• 9:39
  retailers,
• 9:40
  department
• 9:40
  store
• 9:40
  retailers,
• 9:41
  are
• 9:41
  struggling
• 9:41
  to
• 9:42
  make
• 9:42
  ends
• 9:42
  meet.
• 9:42
  You
• 9:42
  just
• 9:43
  need
• 9:43
  to
• 9:43
  read
• 9:43
  the
• 9:43
  headlines.
• 9:44
  Hey,
• 9:45
  you
• 9:45
  go
• 9:45
  and
• 9:45
  visit
• 9:45
  Macy's
• 9:46
  now.
• 9:46
  When
• 9:46
  I
• 9:46
  was
• 9:46
  growing
• 9:46
  up,
• 9:47
  I
• 9:47
  visited
• 9:47
  Macy's.
• 9:48
  That
• 9:48
  was
• 9:48
  sort
• 9:49
  of
• 9:49
  like,
• 9:49
  you've
• 9:49
  got
• 9:49
  to
• 9:50
  go
• 9:50
  to
• 9:50
  Macy's.
• 9:51
  I
• 9:52
  went
• 9:52
  to
• 9:52
  Macy's
• 9:53
  recently.
• 9:54
  Yeah.
• 9:54
  Yeah.
• 9:55
  It's
• 9:55
  a
• 9:55
  big
• 9:56
  disappointment.
• 9:56
  Yeah.
• 9:57
  And
• 9:57
  so
• 9:57
  it's
• 9:57
  tough.
• 9:58
  And
• 9:58
  the
• 9:59
  mistake
• 9:59
  that
• 9:59
  I
• 9:59
  think
• 10:00
  people
• 10:00
  make
• 10:00
  is
• 10:00
  when
• 10:01
  you're
• 10:02
  not
• 10:02
  curating
• 10:03
  the
• 10:03
  right
• 10:04
  experience
• 10:04
  for
• 10:05
  the
• 10:05
  client.
• 10:05
  Curating
• 10:06
  the
• 10:06
  right
• 10:06
  brands,
• 10:07
  creating,
• 10:08
  curating
• 10:08
  the
• 10:08
  right
• 10:09
  experience.
• 10:10
  If
• 10:10
  it
• 10:11
  looks
• 10:11
  like
• 10:11
  a
• 10:11
  patchwork
• 10:12
  quilt
• 10:12
  you
• 10:12
  store,
• 10:13
  it
• 10:14
  will
• 10:14
  come
• 10:14
  across
• 10:14
  that
• 10:15
  way
• 10:15
  to
• 10:15
  your
• 10:15
  customer
• 10:16
  and
• 10:16
  they
• 10:16
  will
• 10:17
  give
• 10:17
  up
• 10:17
  and
• 10:18
  they
• 10:18
  will
• 10:18
  just
• 10:18
  go
• 10:18
  to
• 10:19
  independent
• 10:20
  boutiques
• 10:20
  because
• 10:20
  they
• 10:20
  make
• 10:21
  more
• 10:21
  sense
• 10:21
  to
• 10:21
  you.
• 10:22
  But
• 10:22
  if
• 10:22
  you
• 10:22
  curate
• 10:23
  them
• 10:23
  in
• 10:23
  a
• 10:23
  way
• 10:23
  of,
• 10:23
  I
• 10:24
  expect
• 10:24
  to
• 10:24
  see
• 10:24
  this
• 10:24
  brand
• 10:25
  next
• 10:25
  to
• 10:25
  this
• 10:25
  brand,
• 10:25
  I
• 10:26
  expect
• 10:26
  to
• 10:26
  see
• 10:26
  these
• 10:27
  hospitality
• 10:27
  outlets
• 10:28
  within
• 10:28
  my
• 10:28
  environment,
• 10:29
  then
• 10:30
  it's
• 10:30
  got
• 10:30
  to
• 10:31
  make
• 10:31
  sense
• 10:31
  under
• 10:32
  the
• 10:32
  one
• 10:32
  roof.
• 10:32
  And
• 10:33
  why
• 10:33
  I'm
• 10:34
  super
• 10:34
  proud
• 10:35
  of
• 10:35
  what
• 10:35
  we've
• 10:35
  done
• 10:35
  in
• 10:35
  Harrods
• 10:36
  is
• 10:36
  every
• 10:36
  single
• 10:37
  one,
• 10:37
  almost
• 10:38
  every
• 10:38
  single
• 10:39
  one
• 10:39
  of
• 10:39
  the
• 10:39
  brands
• 10:39
  that
• 10:39
  we
• 10:39
  sell
• 10:40
  have
• 10:40
  boutiques
• 10:42
  within
• 10:42
  a
• 10:42
  stone's
• 10:43
  throw
• 10:43
  of
• 10:43
  our
• 10:43
  store.
• 10:44
  So
• 10:44
  you
• 10:44
  can
• 10:45
  go
• 10:45
  to
• 10:45
  Chanel,
• 10:46
  you
• 10:46
  can
• 10:46
  go
• 10:46
  to
• 10:46
  Hermes,
• 10:47
  you
• 10:47
  can
• 10:47
  go
• 10:47
  to
• 10:47
  Vuitton,
• 10:48
  you
• 10:48
  can
• 10:49
  eat
• 10:49
  in
• 10:49
  some
• 10:49
  of
• 10:49
  the
• 10:49
  restaurants
• 10:50
  that
• 10:50
  we
• 10:50
  have
• 10:50
  in
• 10:50
  house
• 10:51
  within
• 10:51
  the
• 10:52
  square
• 10:52
  mile.
• 10:53
  But
• 10:53
  we
• 10:53
  still
• 10:54
  have
• 10:54
  15
• 10:55
  million
• 10:55
  clients
• 10:55
  come
• 10:55
  through
• 10:56
  the
• 10:56
  door
• 10:56
  every
• 10:56
  day
• 10:56
  because
• 10:57
  we've
• 10:57
  curated
• 10:58
  it
• 10:58
  in
• 10:58
  a
• 10:58
  very
• 10:59
  convenient
• 10:59
  way
• 10:59
  for
• 11:00
  our
• 11:00
  clients,
• 11:00
  and
• 11:00
  we
• 11:00
  show
• 11:00
  up
• 11:01
  really,
• 11:01
  really
• 11:02
  well.
• 11:02
  That's
• 11:02
  why
• 11:02
  I
• 11:03
  think
• 11:03
  a,
• 11:04
  we're
• 11:04
  successful.
• 11:04
  But
• 11:04
  why
• 11:05
  I
• 11:05
  think
• 11:05
  that
• 11:05
  the
• 11:06
  model
• 11:06
  will
• 11:06
  last.
• 11:07
  It
• 11:07
  only
• 11:08
  fails
• 11:08
  where
• 11:08
  it
• 11:09
  becomes
• 11:09
  this
• 11:09
  patchwork
• 11:10
  quilt
• 11:10
  of
• 11:10
  nothingness.
• 11:11
  Right.
• 11:11
  Where
• 11:11
  you
• 11:11
  have
• 11:12
  to
• 11:12
  stand
• 11:12
  for
• 11:12
  something.
• 11:12
  Correct.
• 11:13
  That's
• 11:13
  where
• 11:13
  you
• 11:13
  see
• 11:14
  the
• 11:14
  issues.
• 11:14
  Yeah,
• 11:14
  I
• 11:14
  appreciate
• 11:15
  the
• 11:15
  candor
• 11:15
  there.
• 11:15
  That
• 11:15
  was
• 11:15
  really,
• 11:16
  really
• 11:16
  great.
• 11:17
  So
• 11:17
  to
• 11:17
  that
• 11:17
  end,
• 11:18
  my
• 11:18
  next
• 11:18
  question
• 11:18
  is,
• 11:18
  you
• 11:19
  know,
• 11:19
  we're
• 11:19
  at
• 11:19
  a
• 11:19
  tech
• 11:19
  conference.
• 11:20
  You
• 11:20
  kind
• 11:20
  of
• 11:20
  alluded
• 11:20
  to
• 11:20
  it.
• 11:21
  Personalization
• 11:22
  is
• 11:22
  probably
• 11:22
  the
• 11:23
  most
• 11:23
  overused
• 11:23
  buzzword
• 11:24
  at
• 11:24
  any
• 11:25
  tech
• 11:25
  conference
• 11:25
  I
• 11:25
  ever
• 11:26
  go
• 11:26
  to.
• 11:26
  It
• 11:26
  drives
• 11:26
  me
• 11:27
  crazy.
• 11:27
  So
• 11:28
  how
• 11:28
  do
• 11:28
  you
• 11:28
  think
• 11:28
  about
• 11:28
  personalization
• 11:29
  as
• 11:30
  a
• 11:30
  term?
• 11:30
  Both
• 11:30
  From
• 11:30
  a
• 11:30
  technology
• 11:31
  perspective
• 11:32
  and
• 11:32
  also
• 11:32
  reaching
• 11:33
  your
• 11:33
  clients
• 11:33
  in
• 11:33
  a
• 11:34
  one
• 11:34
  to
• 11:34
  one
• 11:34
  personalized
• 11:35
  way
• 11:35
  through
• 11:35
  Harrods.
• 11:36
  Well,
• 11:37
  having
• 11:38
  a
• 11:38
  deeply
• 11:39
  personal
• 11:39
  collection
• 11:40
  with
• 11:40
  50
• 11:41
  million
• 11:42
  customers
• 11:42
  is
• 11:42
  tough.
• 11:43
  Yeah.
• 11:43
  So
• 11:43
  we've
• 11:44
  got
• 11:44
  to
• 11:44
  be
• 11:44
  smart.
• 11:46
  We've
• 11:46
  had
• 11:47
  a
• 11:47
  rewards
• 11:47
  loyalty
• 11:48
  scheme
• 11:48
  for
• 11:49
  close
• 11:49
  to
• 11:49
  30
• 11:50
  years
• 11:50
  now.
• 11:50
  So
• 11:50
  we've
• 11:50
  got
• 11:51
  a
• 11:51
  very,
• 11:51
  very
• 11:51
  mature
• 11:52
  level
• 11:52
  of
• 11:52
  insight
• 11:53
  on
• 11:53
  our
• 11:53
  customers.
• 11:54
  How
• 11:54
  we
• 11:55
  then
• 11:55
  use
• 11:55
  that
• 11:55
  to
• 11:55
  personalize
• 11:56
  is
• 11:56
  different.
• 11:56
  You
• 11:57
  know,
• 11:57
  table
• 11:57
  stakes
• 11:58
  in
• 11:58
  the
• 11:58
  industry
• 11:58
  is
• 11:58
  very
• 11:59
  much,
• 11:59
  you
• 11:59
  know
• 12:00
  who
• 12:00
  I
• 12:00
  am,
• 12:00
  you
• 12:00
  know
• 12:01
  my
• 12:01
  age,
• 12:01
  you
• 12:01
  know
• 12:01
  where
• 12:02
  I
• 12:02
  live
• 12:02
  and
• 12:02
  you
• 12:03
  know
• 12:03
  my
• 12:03
  birthday
• 12:04
  and
• 12:04
  you
• 12:04
  know,
• 12:04
  essentially
• 12:05
  with
• 12:05
  those
• 12:05
  core
• 12:06
  bits
• 12:06
  of
• 12:06
  information
• 12:07
  you
• 12:07
  can
• 12:07
  do,
• 12:07
  the
• 12:08
  expectation
• 12:08
  for
• 12:08
  the
• 12:08
  customer
• 12:09
  is
• 12:09
  I've
• 12:09
  given
• 12:09
  you
• 12:09
  this
• 12:09
  information,
• 12:10
  you're
• 12:10
  going
• 12:10
  to
• 12:10
  do
• 12:10
  something
• 12:11
  with
• 12:11
  it.
• 12:11
  It's
• 12:11
  a
• 12:11
  good
• 12:12
  way
• 12:12
  to
• 12:12
  think
• 12:12
  about
• 12:12
  it.
• 12:13
  When
• 12:13
  we
• 12:13
  start
• 12:14
  to
• 12:14
  move
• 12:14
  and
• 12:15
  we're
• 12:15
  unapologetic
• 12:16
  about
• 12:16
  that,
• 12:16
  we
• 12:17
  have
• 12:17
  clients
• 12:18
  who
• 12:18
  sit
• 12:18
  at
• 12:18
  the
• 12:18
  top
• 12:19
  of
• 12:19
  our
• 12:19
  pyramid
• 12:19
  who
• 12:20
  are
• 12:20
  super
• 12:21
  important
• 12:21
  to
• 12:21
  us.
• 12:22
  It's,
• 12:23
  it
• 12:23
  stands
• 12:23
  to
• 12:23
  reason
• 12:24
  they
• 12:24
  invest
• 12:25
  a
• 12:25
  lot
• 12:25
  in
• 12:25
  us,
• 12:25
  so
• 12:26
  it's
• 12:26
  important
• 12:26
  that
• 12:26
  we
• 12:27
  invest
• 12:27
  a
• 12:27
  lot
• 12:27
  back
• 12:27
  and
• 12:28
  we
• 12:28
  need
• 12:28
  to
• 12:28
  invest
• 12:28
  in
• 12:29
  that
• 12:29
  personalization.
• 12:30
  So
• 12:30
  how
• 12:30
  do
• 12:31
  we
• 12:31
  do
• 12:31
  that?
• 12:31
  Well,
• 12:32
  they
• 12:32
  don't
• 12:32
  just
• 12:32
  expect
• 12:33
  us
• 12:33
  to
• 12:33
  know
• 12:33
  their
• 12:33
  name
• 12:33
  and
• 12:33
  where
• 12:34
  they
• 12:34
  live.
• 12:34
  They
• 12:35
  expect
• 12:35
  us
• 12:35
  to
• 12:35
  know
• 12:36
  where
• 12:37
  they
• 12:37
  like
• 12:37
  to
• 12:37
  go
• 12:37
  on
• 12:37
  holiday,
• 12:38
  which
• 12:38
  restaurants
• 12:39
  they
• 12:39
  like
• 12:39
  to
• 12:39
  eat
• 12:40
  in,
• 12:40
  how
• 12:40
  many
• 12:40
  children
• 12:40
  they've
• 12:41
  got,
• 12:41
  when
• 12:42
  their
• 12:42
  children's
• 12:42
  birthdays
• 12:43
  are,
• 12:43
  when
• 12:43
  they
• 12:43
  come
• 12:44
  and
• 12:44
  visit
• 12:44
  us.
• 12:45
  We
• 12:45
  need
• 12:45
  to
• 12:45
  know
• 12:45
  how
• 12:46
  they
• 12:46
  like
• 12:46
  their
• 12:46
  coffee,
• 12:48
  do
• 12:48
  they
• 12:48
  drink
• 12:48
  alcohol,
• 12:49
  do
• 12:49
  they
• 12:49
  not
• 12:49
  drink
• 12:49
  alcohol?
• 12:50
  If
• 12:50
  they
• 12:50
  drink
• 12:50
  alcohol,
• 12:51
  what's
• 12:51
  their
• 12:51
  favorite
• 12:51
  cocktail
• 12:52
  and
• 12:52
  they
• 12:52
  expect
• 12:52
  that
• 12:52
  cocktail
• 12:53
  to
• 12:53
  be
• 12:53
  there
• 12:53
  when
• 12:54
  they
• 12:54
  arrive.
• 12:55
  We
• 12:55
  know
• 12:55
  all
• 12:56
  of
• 12:56
  that
• 12:56
  information
• 12:57
  on
• 12:57
  our
• 12:57
  top
• 12:57
  customers
• 12:58
  and
• 12:58
  we're
• 12:58
  constantly
• 12:59
  learning
• 13:00
  through
• 13:00
  one
• 13:00
  on
• 13:01
  one
• 13:01
  relationships
• 13:01
  about
• 13:02
  what
• 13:02
  it
• 13:02
  is
• 13:02
  that
• 13:02
  makes
• 13:03
  a
• 13:03
  difference
• 13:03
  to
• 13:03
  those
• 13:04
  clients.
• 13:04
  We
• 13:04
  log
• 13:05
  it,
• 13:05
  we
• 13:05
  understand
• 13:05
  it
• 13:06
  and
• 13:06
  then
• 13:06
  we
• 13:06
  deliver
• 13:06
  it.
• 13:07
  But
• 13:07
  we
• 13:07
  deliver
• 13:08
  it
• 13:08
  on
• 13:08
  a
• 13:09
  human
• 13:09
  level,
• 13:09
  not
• 13:09
  on
• 13:09
  a
• 13:10
  technological
• 13:10
  level.
• 13:11
  So
• 13:11
  it's
• 13:11
  backed
• 13:12
  up
• 13:12
  actually
• 13:12
  by
• 13:12
  technology.
• 13:13
  Historically
• 13:14
  we
• 13:14
  would
• 13:15
  capture
• 13:15
  all
• 13:15
  of
• 13:15
  that
• 13:15
  stuff
• 13:16
  in
• 13:16
  a
• 13:16
  little
• 13:16
  written
• 13:17
  black
• 13:17
  book.
• 13:17
  Yeah,
• 13:18
  right.
• 13:18
  That's
• 13:18
  what
• 13:18
  I,
• 13:18
  the
• 13:19
  old
• 13:19
  black
• 13:19
  book
• 13:19
  in
• 13:19
  the
• 13:20
  pocket.
• 13:21
  We
• 13:21
  don't
• 13:21
  anymore.
• 13:22
  We
• 13:22
  log
• 13:23
  that
• 13:23
  on
• 13:23
  a
• 13:24
  very
• 13:24
  clever
• 13:24
  system.
• 13:25
  That's
• 13:26
  an
• 13:26
  in
• 13:26
  house
• 13:26
  Harrods
• 13:27
  system,
• 13:27
  which
• 13:28
  means
• 13:28
  that
• 13:28
  wherever
• 13:29
  that
• 13:29
  client
• 13:29
  has
• 13:29
  a
• 13:30
  touch
• 13:30
  point,
• 13:30
  the
• 13:31
  person
• 13:31
  can
• 13:31
  access
• 13:31
  it
• 13:32
  and
• 13:32
  knows
• 13:32
  who
• 13:32
  that
• 13:33
  client
• 13:33
  is
• 13:33
  and
• 13:34
  knows
• 13:34
  what
• 13:34
  their
• 13:34
  likes
• 13:35
  and
• 13:35
  dislikes
• 13:35
  are,
• 13:36
  meaning
• 13:36
  that
• 13:36
  that
• 13:36
  client's
• 13:37
  experience
• 13:37
  throughout
• 13:38
  the
• 13:38
  whole
• 13:38
  of
• 13:38
  Harrods
• 13:40
  and
• 13:40
  the
• 13:40
  touch
• 13:40
  points
• 13:41
  is
• 13:41
  really
• 13:42
  transparent.
• 13:42
  We're
• 13:42
  able
• 13:43
  to
• 13:43
  deliver
• 13:43
  something
• 13:43
  really
• 13:44
  personal
• 13:45
  and
• 13:45
  that's
• 13:45
  not
• 13:46
  just
• 13:46
  something
• 13:46
  they
• 13:46
  get
• 13:46
  anywhere.
• 13:47
  What
• 13:47
  I
• 13:48
  imagine
• 13:48
  Too
• 13:48
  part
• 13:48
  of
• 13:48
  that
• 13:48
  is
• 13:49
  because
• 13:49
  the
• 13:49
  clientele
• 13:50
  can
• 13:50
  actually
• 13:50
  interact
• 13:50
  with
• 13:51
  you
• 13:51
  in
• 13:51
  more
• 13:51
  ways
• 13:51
  than
• 13:51
  they
• 13:52
  ever
• 13:52
  could,
• 13:52
  say
• 13:52
  10
• 13:52
  or
• 13:53
  15
• 13:53
  years
• 13:53
  ago
• 13:53
  as
• 13:53
  well.
• 13:55
  Our
• 13:55
  competitor
• 13:56
  set,
• 13:56
  particularly
• 13:57
  in
• 13:57
  that
• 13:57
  market,
• 13:57
  isn't
• 13:59
  department
• 14:00
  store
• 14:00
  businesses.
• 14:01
  They
• 14:01
  are
• 14:02
  the
• 14:02
  hotels
• 14:02
  that
• 14:03
  the
• 14:03
  clients
• 14:03
  stay
• 14:03
  in,
• 14:03
  the
• 14:04
  airlines
• 14:04
  that
• 14:04
  they
• 14:04
  fly
• 14:05
  in.
• 14:05
  All
• 14:05
  of
• 14:06
  those
• 14:06
  different
• 14:07
  service
• 14:07
  entities
• 14:08
  are
• 14:09
  actually
• 14:09
  what
• 14:10
  we
• 14:10
  seek
• 14:10
  to
• 14:11
  mirror
• 14:11
  in
• 14:11
  that
• 14:12
  space.
• 14:12
  We
• 14:12
  don't
• 14:12
  necessarily
• 14:13
  go
• 14:13
  to
• 14:13
  our
• 14:13
  core
• 14:14
  competitor,
• 14:14
  think
• 14:14
  what
• 14:14
  are
• 14:15
  they
• 14:15
  doing,
• 14:15
  what
• 14:15
  should
• 14:15
  we
• 14:15
  be
• 14:15
  doing?
• 14:16
  We
• 14:16
  actually
• 14:16
  look
• 14:17
  at
• 14:17
  what
• 14:17
  is
• 14:17
  the
• 14:17
  lifestyle
• 14:18
  of
• 14:18
  this
• 14:18
  customer
• 14:19
  and
• 14:19
  therefore
• 14:20
  what
• 14:20
  are
• 14:20
  they
• 14:20
  expecting
• 14:21
  when
• 14:21
  they
• 14:21
  walk
• 14:21
  through
• 14:21
  our
• 14:22
  door.
• 14:22
  And
• 14:22
  that's
• 14:23
  where
• 14:23
  we
• 14:23
  seek
• 14:23
  to
• 14:23
  elevate.
• 14:24
  Wow.
• 14:24
  All
• 14:24
  right,
• 14:24
  well,
• 14:25
  let
• 14:25
  me
• 14:25
  get
• 14:25
  you
• 14:25
  out
• 14:25
  of
• 14:25
  here
• 14:25
  on
• 14:25
  this
• 14:26
  end.
• 14:26
  I've
• 14:26
  kind
• 14:26
  of
• 14:26
  been
• 14:26
  closing
• 14:27
  up
• 14:27
  many
• 14:27
  of
• 14:27
  the
• 14:27
  conversations
• 14:28
  today
• 14:28
  and
• 14:28
  I
• 14:28
  imagine
• 14:29
  I
• 14:29
  will
• 14:29
  for
• 14:29
  the
• 14:29
  next
• 14:29
  two
• 14:29
  days.
• 14:30
  AI,
• 14:31
  how,
• 14:32
  if
• 14:32
  all,
• 14:32
  do
• 14:32
  you
• 14:33
  expect,
• 14:33
  in
• 14:33
  the
• 14:33
  light
• 14:34
  of
• 14:34
  everything
• 14:34
  we've
• 14:34
  already
• 14:34
  talked
• 14:35
  about,
• 14:35
  how,
• 14:36
  if
• 14:36
  at
• 14:36
  all,
• 14:36
  do
• 14:36
  you
• 14:36
  expect
• 14:37
  AI
• 14:37
  to
• 14:38
  impact
• 14:38
  the
• 14:38
  Harrods
• 14:39
  business
• 14:39
  and
• 14:39
  the
• 14:39
  Harrods
• 14:40
  customer
• 14:40
  over
• 14:40
  the
• 14:41
  next
• 14:41
  few
• 14:41
  years?
• 14:41
  I
• 14:42
  haven't
• 14:42
  heard
• 14:42
  AI
• 14:42
  mentioned.
• 14:43
  No,
• 14:43
  I
• 14:43
  know.
• 14:46
  Well,
• 14:46
  I
• 14:46
  think,
• 14:47
  I
• 14:47
  think
• 14:47
  one,
• 14:47
  first
• 14:48
  thing
• 14:48
  I'd
• 14:48
  say
• 14:48
  about
• 14:48
  it
• 14:49
  is
• 14:49
  that
• 14:50
  we
• 14:51
  have
• 14:51
  no
• 14:51
  one
• 14:51
  in
• 14:51
  the
• 14:51
  business
• 14:52
  with
• 14:52
  AI
• 14:52
  in
• 14:52
  their
• 14:53
  title.
• 14:54
  We
• 14:54
  don't
• 14:54
  have
• 14:54
  an
• 14:54
  AI
• 14:55
  strategy.
• 14:56
  We
• 14:56
  have
• 14:56
  a
• 14:56
  customer.
• 14:57
  We
• 14:57
  have
• 14:58
  a
• 14:58
  customer
• 14:58
  strategy.
• 14:59
  Our
• 14:59
  focus
• 15:00
  is
• 15:00
  on
• 15:00
  the
• 15:00
  customer,
• 15:01
  on
• 15:01
  the
• 15:01
  proposition.
• 15:02
  However,
• 15:03
  when
• 15:03
  it
• 15:03
  comes
• 15:03
  to
• 15:04
  AI,
• 15:04
  we
• 15:05
  view
• 15:05
  it
• 15:05
  through
• 15:05
  three
• 15:06
  lenses,
• 15:08
  all
• 15:08
  of
• 15:08
  which
• 15:08
  I
• 15:08
  would
• 15:09
  say
• 15:09
  we're
• 15:09
  in
• 15:09
  the
• 15:09
  discovery
• 15:10
  phase
• 15:10
  of.
• 15:11
  The
• 15:11
  first
• 15:11
  is
• 15:12
  how
• 15:12
  will
• 15:13
  it
• 15:13
  make
• 15:13
  our
• 15:13
  business
• 15:14
  more
• 15:14
  efficient?
• 15:15
  Now
• 15:15
  that
• 15:16
  is
• 15:16
  what
• 15:16
  every
• 15:16
  organization
• 15:17
  who's
• 15:17
  visiting
• 15:18
  here
• 15:18
  today
• 15:18
  will
• 15:19
  be
• 15:19
  looking
• 15:19
  at.
• 15:20
  My
• 15:20
  kids
• 15:21
  school
• 15:21
  should
• 15:22
  be
• 15:22
  looking
• 15:22
  at
• 15:22
  what
• 15:22
  will
• 15:23
  make
• 15:23
  their
• 15:23
  school
• 15:24
  more
• 15:24
  efficient
• 15:24
  and
• 15:24
  how
• 15:24
  will
• 15:25
  AI
• 15:25
  help
• 15:25
  them.
• 15:25
  So
• 15:26
  that's
• 15:26
  again
• 15:26
  fairly
• 15:27
  standard.
• 15:27
  So
• 15:27
  that's
• 15:28
  one
• 15:28
  bucket
• 15:28
  of
• 15:28
  activity
• 15:29
  that
• 15:30
  we're
• 15:30
  looking
• 15:30
  at.
• 15:30
  The
• 15:31
  second
• 15:31
  we're
• 15:31
  looking
• 15:31
  at
• 15:32
  is
• 15:33
  how
• 15:33
  are
• 15:33
  clients,
• 15:34
  retail
• 15:35
  clients,
• 15:35
  interacting
• 15:36
  with
• 15:36
  AI,
• 15:37
  how
• 15:37
  are
• 15:37
  they
• 15:37
  using
• 15:38
  it?
• 15:38
  And
• 15:38
  it's
• 15:38
  integrating
• 15:39
  into
• 15:39
  their
• 15:39
  everyday
• 15:40
  life
• 15:41
  in
• 15:41
  a
• 15:41
  way
• 15:42
  that
• 15:42
  we
• 15:42
  understand
• 15:43
  a
• 15:43
  little
• 15:43
  bit
• 15:44
  more
• 15:44
  about
• 15:44
  their
• 15:44
  behavior,
• 15:45
  things
• 15:45
  that
• 15:46
  they
• 15:46
  like
• 15:46
  about
• 15:46
  using
• 15:46
  it,
• 15:47
  things
• 15:47
  that
• 15:47
  they
• 15:47
  don't,
• 15:48
  things
• 15:48
  that
• 15:48
  it's
• 15:48
  being
• 15:49
  used
• 15:49
  to
• 15:49
  enable
• 15:49
  them.
• 15:50
  And
• 15:50
  then
• 15:50
  third
• 15:51
  bucket,
• 15:52
  most
• 15:52
  important
• 15:52
  bucket
• 15:53
  is.
• 15:53
  And
• 15:53
  then
• 15:53
  which
• 15:54
  of
• 15:54
  those
• 15:54
  clients
• 15:54
  are
• 15:54
  our
• 15:55
  clients
• 15:55
  and
• 15:56
  how
• 15:56
  are
• 15:56
  those
• 15:57
  clients
• 15:57
  using
• 15:58
  it
• 15:58
  and
• 15:58
  wanting
• 15:59
  to
• 15:59
  use
• 15:59
  it
• 15:59
  to
• 15:59
  engage
• 16:00
  with
• 16:00
  us.
• 16:01
  All
• 16:02
  three
• 16:02
  of
• 16:02
  those
• 16:02
  buckets
• 16:03
  are.
• 16:04
  I
• 16:04
  think
• 16:04
  I
• 16:04
  just
• 16:05
  mentioned
• 16:06
  the
• 16:06
  Fireside
• 16:06
  chat
• 16:07
  I
• 16:07
  did.
• 16:07
  We
• 16:08
  will
• 16:08
  never
• 16:08
  be
• 16:09
  a
• 16:09
  leader
• 16:09
  in
• 16:09
  that
• 16:09
  space.
• 16:10
  We
• 16:11
  actively,
• 16:11
  we'll
• 16:12
  be
• 16:12
  a
• 16:12
  fast
• 16:12
  follower.
• 16:13
  So
• 16:13
  we
• 16:13
  will,
• 16:14
  because
• 16:14
  we
• 16:14
  know
• 16:15
  there's
• 16:15
  so
• 16:15
  much
• 16:15
  noise
• 16:15
  around
• 16:16
  AI
• 16:16
  and
• 16:17
  there's
• 16:17
  also
• 16:17
  some
• 16:17
  good
• 16:18
  bets
• 16:18
  being
• 16:18
  placed
• 16:19
  and
• 16:19
  some
• 16:19
  probably
• 16:19
  really
• 16:20
  bad
• 16:20
  bets
• 16:20
  being
• 16:21
  placed.
• 16:21
  We
• 16:21
  are
• 16:22
  actively
• 16:23
  doing
• 16:23
  discovery
• 16:24
  on
• 16:24
  all
• 16:24
  of
• 16:24
  those
• 16:25
  three
• 16:25
  buckets.
• 16:26
  Ready
• 16:26
  to
• 16:26
  be
• 16:26
  in
• 16:27
  a
• 16:27
  position
• 16:27
  that
• 16:28
  says
• 16:28
  that
• 16:28
  this
• 16:28
  will
• 16:29
  be
• 16:29
  the
• 16:29
  best
• 16:29
  for
• 16:29
  our
• 16:29
  customer
• 16:30
  strategy
• 16:31
  once
• 16:31
  we've
• 16:32
  really
• 16:32
  established
• 16:32
  what
• 16:33
  will
• 16:33
  work
• 16:33
  best
• 16:33
  for
• 16:33
  our
• 16:34
  client
• 16:34
  base.
• 16:35
  Mark,
• 16:35
  as
• 16:35
  an
• 16:35
  operator,
• 16:36
  how
• 16:36
  do
• 16:36
  you
• 16:36
  actually
• 16:36
  do
• 16:36
  that
• 16:37
  discovery?
• 16:38
  So
• 16:38
  particularly
• 16:38
  for
• 16:38
  the
• 16:38
  second
• 16:39
  and
• 16:39
  the
• 16:39
  third
• 16:39
  one,
• 16:39
  the
• 16:39
  first
• 16:39
  one,
• 16:40
  the
• 16:40
  operations,
• 16:40
  I
• 16:40
  kind
• 16:40
  of
• 16:41
  understand
• 16:41
  how
• 16:41
  you
• 16:41
  would
• 16:41
  go
• 16:41
  about
• 16:42
  that.
• 16:42
  But
• 16:42
  the
• 16:42
  second
• 16:42
  and
• 16:43
  third
• 16:43
  one,
• 16:43
  for
• 16:43
  those
• 16:43
  listening
• 16:43
  at
• 16:44
  home,
• 16:44
  the
• 16:44
  other
• 16:44
  executives
• 16:44
  that
• 16:45
  are
• 16:45
  listening
• 16:45
  to
• 16:45
  this
• 16:45
  too
• 16:45
  back
• 16:46
  in
• 16:46
  the
• 16:46
  States,
• 16:46
  how
• 16:47
  are
• 16:47
  you
• 16:47
  going
• 16:47
  about
• 16:47
  trying
• 16:48
  to
• 16:48
  understand
• 16:49
  what
• 16:49
  it
• 16:49
  is
• 16:50
  the
• 16:50
  clients
• 16:50
  are
• 16:50
  doing
• 16:51
  or
• 16:51
  not
• 16:51
  doing
• 16:52
  with
• 16:52
  AI
• 16:53
  it's
• 16:53
  easier
• 16:53
  said
• 16:53
  than
• 16:53
  done.
• 16:54
  It's
• 16:54
  massively
• 16:55
  easier
• 16:55
  said
• 16:55
  than
• 16:56
  done.
• 16:57
  Much
• 16:57
  of
• 16:57
  it
• 16:57
  is
• 16:57
  desktop,
• 16:59
  but
• 16:59
  we
• 16:59
  also
• 17:00
  have
• 17:00
  many
• 17:00
  customer
• 17:01
  panels,
• 17:01
  so
• 17:02
  we
• 17:02
  are
• 17:02
  able
• 17:02
  to
• 17:02
  reach
• 17:03
  out
• 17:03
  directly.
• 17:03
  We
• 17:04
  started
• 17:04
  this
• 17:05
  conversation
• 17:05
  talking
• 17:05
  about
• 17:06
  everyone's
• 17:06
  had
• 17:06
  some
• 17:07
  experience
• 17:07
  of
• 17:07
  Harrods.
• 17:08
  Whenever
• 17:08
  we
• 17:09
  seek
• 17:09
  to
• 17:09
  do
• 17:10
  client
• 17:10
  panels,
• 17:11
  we
• 17:11
  get
• 17:12
  sellouts.
• 17:12
  Because
• 17:14
  what
• 17:14
  we
• 17:14
  found
• 17:14
  with
• 17:15
  our
• 17:15
  really
• 17:15
  loyal
• 17:16
  clients
• 17:16
  is
• 17:16
  they
• 17:16
  want
• 17:16
  to
• 17:17
  make
• 17:17
  our
• 17:17
  business
• 17:17
  better
• 17:19
  because
• 17:19
  they
• 17:19
  see
• 17:20
  it
• 17:20
  as
• 17:20
  their
• 17:20
  business.
• 17:21
  So
• 17:21
  if
• 17:21
  we
• 17:22
  can
• 17:22
  make
• 17:22
  their
• 17:22
  shopping
• 17:23
  experience
• 17:24
  improved
• 17:24
  in
• 17:24
  any
• 17:25
  way,
• 17:25
  they
• 17:25
  want
• 17:25
  to
• 17:25
  tell
• 17:25
  us
• 17:26
  about
• 17:26
  that.
• 17:26
  So
• 17:27
  we'll
• 17:27
  lean
• 17:27
  into
• 17:27
  client
• 17:28
  panels
• 17:28
  to
• 17:28
  really
• 17:29
  understand
• 17:29
  what
• 17:30
  it
• 17:30
  is
• 17:30
  they're
• 17:30
  doing.
• 17:31
  And
• 17:31
  we
• 17:31
  have
• 17:31
  got
• 17:32
  a
• 17:32
  really
• 17:32
  significant
• 17:33
  data
• 17:33
  set
• 17:34
  as
• 17:34
  well
• 17:34
  which
• 17:35
  informs
• 17:35
  us
• 17:35
  of
• 17:35
  how
• 17:36
  people
• 17:36
  are
• 17:36
  searching,
• 17:37
  how
• 17:37
  they're
• 17:37
  performing,
• 17:38
  how
• 17:38
  they're
• 17:38
  behaving.
• 17:39
  So
• 17:39
  certainly
• 17:39
  in
• 17:40
  the
• 17:40
  first
• 17:40
  bucket
• 17:40
  we
• 17:40
  just
• 17:40
  look
• 17:41
  at
• 17:41
  what's
• 17:42
  happening
• 17:42
  in
• 17:42
  the,
• 17:42
  we've
• 17:42
  got
• 17:42
  call
• 17:43
  centers,
• 17:43
  what's
• 17:43
  happening
• 17:44
  in
• 17:44
  the
• 17:44
  customer
• 17:44
  service
• 17:44
  industry,
• 17:45
  how
• 17:45
  do
• 17:46
  we
• 17:46
  use
• 17:47
  AI
• 17:47
  enablement
• 17:48
  to
• 17:48
  improve
• 17:48
  and
• 17:48
  enhance
• 17:49
  and
• 17:49
  create
• 17:49
  more
• 17:50
  productivity
• 17:50
  in
• 17:50
  that
• 17:50
  space.
• 17:51
  But
• 17:51
  when
• 17:51
  it
• 17:51
  comes
• 17:52
  to
• 17:52
  the
• 17:52
  specific
• 17:52
  how
• 17:53
  does
• 17:53
  customer
• 17:53
  behave?
• 17:53
  It
• 17:54
  is
• 17:54
  more
• 17:54
  nuanced
• 17:55
  because
• 17:55
  what
• 17:56
  they
• 17:56
  say
• 17:56
  they
• 17:56
  do
• 17:56
  and
• 17:56
  what
• 17:57
  they
• 17:57
  actually
• 17:57
  do
• 17:57
  are
• 17:58
  not
• 17:58
  necessarily
• 17:59
  the
• 17:59
  same
• 17:59
  thing
• 18:00
  and
• 18:00
  what
• 18:01
  they
• 18:01
  want.
• 18:01
  But
• 18:03
  let's
• 18:03
  not
• 18:03
  beat
• 18:03
  around
• 18:04
  the
• 18:04
  bush.
• 18:05
  Customers
• 18:06
  come
• 18:06
  to
• 18:06
  Harrods
• 18:07
  for
• 18:07
  a
• 18:07
  human
• 18:08
  connection.
• 18:09
  They
• 18:09
  come
• 18:09
  for
• 18:10
  a
• 18:10
  social
• 18:10
  interaction,
• 18:11
  frankly,
• 18:11
  they
• 18:11
  come
• 18:11
  for
• 18:11
  fun.
• 18:12
  It's
• 18:12
  a
• 18:12
  great
• 18:13
  place
• 18:13
  to
• 18:13
  be.
• 18:14
  So
• 18:14
  as
• 18:14
  a
• 18:14
  consequence,
• 18:15
  AI
• 18:16
  will
• 18:16
  always
• 18:16
  sit
• 18:16
  in
• 18:16
  the
• 18:16
  background
• 18:17
  of
• 18:17
  our
• 18:17
  client
• 18:18
  experience
• 18:18
  because
• 18:18
  it
• 18:18
  will
• 18:19
  always
• 18:19
  be
• 18:19
  human
• 18:19
  fronted,
• 18:20
  but
• 18:21
  we
• 18:21
  will
• 18:21
  definitely
• 18:22
  lean
• 18:22
  in
• 18:22
  to
• 18:23
  see
• 18:23
  where
• 18:23
  it's
• 18:23
  better
• 18:23
  enabling
• 18:24
  our
• 18:24
  clients
• 18:24
  and
• 18:24
  the
• 18:25
  decisions
• 18:25
  they're
• 18:25
  wanting
• 18:25
  to
• 18:25
  make.
• 18:26
  That
• 18:27
  was
• 18:27
  a
• 18:27
  great
• 18:27
  answer,
• 18:27
  man.
• 18:27
  Thank
• 18:28
  you.
• 18:28
  Really
• 18:28
  insightful.
• 18:29
  Yeah,
• 18:29
  man,
• 18:29
  thanks
• 18:30
  for
• 18:30
  your
• 18:30
  time.
• 18:30
  Absolute
• 18:31
  pleasure.
• 18:31
  Chris.
• 18:31
  It's
• 18:31
  a
• 18:31
  pleasure.
• 18:31
  Yeah.
• 18:32
  We're
• 18:32
  about
• 18:32
  to
• 18:32
  do
• 18:32
  this
• 18:33
  again.
• 18:33
  Maybe
• 18:34
  next
• 18:34
  year.
• 18:34
  We'll
• 18:34
  get
• 18:34
  you
• 18:34
  fired
• 18:35
  up
• 18:35
  behind
• 18:35
  the
• 18:35
  microphones
• 18:35
  again
• 18:36
  because
• 18:36
  that
• 18:36
  was
• 18:36
  a
• 18:36
  really
• 18:36
  great
• 18:36
  answer.
• 18:37
  I
• 18:37
  love
• 18:37
  that.
• 18:37
  Thanks
• 18:37
  watching
• 18:37
  for
• 18:38
  and
• 18:38
  very
• 18:38
  candid
• 18:39
  too.
• 18:39
  I
• 18:39
  always
• 18:39
  appreciate
• 18:39
  the
• 18:40
  frankness
• 18:40
  whenever
• 18:40
  I
• 18:40
  get
• 18:40
  a
• 18:41
  chance
• 18:41
  to
• 18:41
  interview
• 18:41
  folks
• 18:41
  like
• 18:41
  yourself.
• 18:42
  So
• 18:42
  much
• 18:43
  appreciated.
• 18:43
  So,
• 18:43
  Mark
• 18:44
  Blundell,
• 18:44
  the
• 18:44
  chief
• 18:44
  retail
• 18:45
  officer
• 18:45
  at
• 18:45
  Harrods,
• 18:46
  thanks
• 18:46
  for
• 18:46
  joining
• 18:46
  us.
• 18:46
  On
• 18:47
  behalf
• 18:47
  of
• 18:47
  Mark
• 18:47
  and
• 18:48
  myself,
• 18:48
  to
• 18:48
  everyone
• 18:49
  out
• 18:49
  there,
• 18:49
  thanks
• 18:49
  to
• 18:49
  Fusion
• 18:50
  and
• 18:50
  the
• 18:50
  Retail
• 18:50
  Technology
• 18:51
  show
• 18:51
  for
• 18:52
  sponsoring
• 18:52
  our
• 18:52
  coverage
• 18:53
  here
• 18:53
  at
• 18:53
  the
• 18:53
  conference.
• 18:53
  And
• 18:54
  as
• 18:54
  always,
• 18:54
  be
• 18:55
  careful
• 18:55
  out
• 18:55
  there.