Mobility's Fastest Interview: Paul Coby, IT Director, John Lewis

Niamh Madigan
Posted: 07/25/2013

Twitter interview with Paul Coby, IT Director at John Lewis, 140 characters MAX per answer.


Enterprise Mobility (EME): How has mobile technology helped John Lewis achieve best in breed customer service, increased operational efficiency and productivity?

Paul Coby: Our strategy is omnichannel, it's about how you bring the channels together, how you serve customers seamlessly, between and across channels.

EME: What would you say has been your greatest achievement at John Lewis to date and why?

Paul: To put IT technology at the heart of our retail strategy, because retail in the UK has been turned upside down by the advent of online.

EME: What is your biggest challenge?

Paul: We've got a lot of legacy IT investment and in order to deliver an omnichannel strategy we have to join it all up which means replacing some

EME: What advice would you give to your fellow IT Directors, looking to engage senior executives across the business, for example, the Chief Marketing Officer?

Paul: If you want to engage people, get on their agenda. Don't dictate what they should have.

EME: What is the greatest challenge retailers face today, in delivering a true omnichannel experience, and what do you believe are the solutions?

Paul: I think working, innovating to see what possible solutions will be, and of course critically, listening to your customers.

EME: How important will technology be to John Lewis and other leading retailers over the next five years, with regards to increasing customer loyalty and share of wallet?

Paul: Value assortment, service and trust were the key values that we had before the 2nd World War and those are key values we have going forward.

EME: How have the recent innovations such as click and collect improved the shopper experience and the relationship with your customers?

Paul: People love click and collect, because it puts you in control. We've got the flexibility there and we love it, because you come to our shops.

EME: What do you think the solution for community enterprise mobility and beyond can do to help you address your challenges?

Paul: We have to listen to our customers, the best possible advice I can give any solution provider is to listen to what we say we want.

EME: Thanks Paul.

Categories: Mobile strategy, omnichannel strategy, John Lewis, Paul Coby, IT Director, Chief Marketing Officer, customer service

Click here to read the extended interview with Paul Coby, IT Director, John Lewis

Niamh Madigan
Posted: 07/25/2013

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