Lewis Day

Customer Strategy & Value Proposition Director Currys Plc.

Lewis Day currently serves as Customer Strategy Director at Currys. His role is essentially the connective tissue between customer insight and commercial decision-making — he looks after customer strategy, research, and experience across everything from stores and website through to home delivery and contact centres. A big part of what he does is ensuring the business understands who their customers really are — not just what they buy, but what drives them — and then translating that into propositions that actually land.

Right now he is particularly focused on how to grow their share of higher-value shoppers and close the gap between what Currys can offer and what those customers currently think of the organisation.

Agenda Day 2

12:35 PM THINK TANK: Aligning Digital & Retail Teams to Eliminate Friction & Create a Consistent, Connected Brand Experience

Customers don’t think in channels, they think in brands. Yet many retailers still operate with siloed digital and store teams, each driven by their own KPIs and disconnected priorities.

This results in a fragmented experience and frustrated customers, especially when teams are measured on conflicting sales targets rather than shared CX outcomes.

• Removing sales-driven competition between retail and online teams to ensure the customer is prioritised over revenue targets

• Encouraging the sharing of data between teams to ensure sales are not lost due to siloed information

• Designing journeys that act as one brand instead of two competing channels to increase customer satisfaction across the board

Check out the incredible speaker line-up to see who will be joining Lewis.

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