25th & 26th
Feb 2025

ExCeL London

THE UK’S LEADING SHOW BRINGING DIGITAL INNOVATION TO THE RETAIL SECTOR

Next Event

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Mos Days Hrs

25th & 26th Feb 2025

ExCeL, London

Naomi Simcock & Andrew Busby: Speaking at the Smart Retail Tech Expo

Naomi Simcock & Andrew Busby

John Lewis, Redline Retail & The Industrious

Great customer service in a digital age

Andrew Busby, Redline Retail & The Industrious, will be hosting this fireside chat with Naomi Simcock, Operations Director at John Lewis, the discussion will focus on:

- How does technology improve / enable customer service?
- What technologies can improve the customer experience?
- How do you balance the need from customers for human contact with the productivity agenda?
- Who is doing this well and what are they doing?
- What are the pitfalls to look out for?
- What does great customer experience look like for John Lewis?
- Is AI the answer to our prayers or is it the Sorcerer's Apprentice?
- The market is undoubtedly tough, what can we expect for 2024?

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About Naomi Simcock & Andrew Busby

Naomi Simcock:
Naomi was previously Retail Director, John Lewis, where she was responsible for shops, contact centres and the head office retail team and oversaw the Covid response for John Lewis shops. She joined the John Lewis Partnership in 2011 predominantly working in Waitrose across store development, property and retail before becoming Director of Retail Change in 2017. Highlights include leading the regeneration programme of all Waitrose shops, the launch of the property group’s sustainability targets and playing an active part in the Partnership’s Democracy as Chair of Council.

Naomi started her career in M&S joining the Young management development programme, working across shops, Finance, and Risk and Audit. Following the creation of the Business change unit to support the M&S transformation, Naomi was part of the team leading the Store of the future programme in the 2000’s which resulted in a £1bIllion investment programme. After 15 years at M&S Naomi moved to BRE as Commercial Director, where she was responsible for sustainability projects for major corporate organisations.

Andrew Busby:
A well-known retail industry expert, speaker, and writer, Andrew Busby has extensive experience and knowledge in the retail sector, particularly in areas such as retail technology, customer experience, and emerging trends. He is the Strategy Lead at The Industrious, a CX design agency, and founder of Redline Retail Consulting (formerly Retail Reflections), a retail consultancy firm that
provides strategic advice and insights to the industry community. He is also a regular contributor to various media outlets, including Forbes, BBC, and national news media where he is known for his expertise in analysing and commenting on the latest developments, challenges, and opportunities in the retail industry.

Author of the best-selling retail book, ‘Harry Was Right All Along’, Busby is recognised by the industry as a global thought leader and is a member of the exclusive global retail community ReTHINK Retail.

In a retail career spanning nearly 25 years, he held senior positions at Kingfisher and Superdrug before joining a number of leading technology partners to bring innovative solutions to many retail businesses. In addition to publishing many retail blogs and articles, Andrew is a member of the IORMA Advisory Board, Advisory Board member at Retail Week, Founder of the Retail Advisory Board and is also editor at large for Retail Technology magazine.