Marks & Spencer Omnichannel Experience Strategy

Founded in 1884, M&S (Marks and Spencer) is one of the most storied, well known and successful retail brands in the world. I worked for nearly a year outlining an omnichannel experience strategy and scaling one of the most challenging, and certainly the largest retail transformation programs in the history of the world. Publicly acknowledged to cost over £150m, this was not just a relaunch of a website but of the top-to-bottom digital capability and business. With a successful shift off Amazon and a launch in February 2014 across all digital touch points and key systems enabling store staff,  M&S.com highlights a customer experience driven by Everyday Inspiration.

Read an article reporting on the news of Sapient being named lead partner helping move M&S off Amazon here: M&S Appoints SapientNitro Developer of New Multichannel Platform, and here is an article announcing the launch itself: M&S £150m Website Launch Ends Amazon Partnership.