The John Lewis Partnership is the largest employee-owned business in the U.K. that is committed to “a better way to doing business.” The iconic, U.K.-born brand is known for its unique customer-centric approach to its customer experience (CX) strategy and customer service approach. Join this webinar to hear John Lewis Partnership’s leadership talk about their customer experience goals for today and how innovation for tomorrow is at the heart of their business.

You will learn:

  • How the John Lewis Partnership grew into the globally recognized brand it is today
  • What drives John Lewis Partnerships’ customer-centric approach to their customer experience
  • How their people have enabled them to become a best-loved brand in the U.K. and beyond


Graeme Matheson

Planning & Performance Lead, John Lewis Partnership

Camille Thompson

Global Head, Campaigns, Sitel Group®

More About Our Speaker

Graeme Matheson has worked in contact centres and outsourcing for over 25 years, holding various roles on both the supplier and buyer side in telecoms, financial services and retail. A passionate believer in the importance of delivering class leading customer experience regardless of channel or geography he has spent his career creating and enabling multi-channel contact strategies to provide great customer service, every time. Graeme is currently Planning & Performance Lead for the John Lewis Partnership, with accountability for the Partnership’s outsource customer contact estate in addition to resource planning, forecasting and reporting for the in house centres. 

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