Fortnum & Mason prioritises tech use to improve customer service

Fortnum & Mason chief transformation officer Jon Weg has said the retailer’s shift to digital has helped develop “our ways of working and processes”.

Weg said the department store business wants to empower colleagues to “provide an even more exceptional level of service” supported by tech and data.

He has spoken about how crucial staff have been in supporting the retailer’s adoption of technology over the past 20 months.

Weg added that tech adoption hinges on people and said the department store had been devolving responsibility “this past year to staff to lead cross functional projects enabled by technology”.

He also updated on Fortnum & Mason’s initiatives to improve CX and the digital literacy of its team, including its highly-praised apprenticeship scheme.

The scheme, built to support unique roles, allows apprentices to spend 20 per cent of their time learning off the job without the need for a full day release with the retailer then enrolling them in dedicated modules.

Weg said the pandemic has made the company “appreciate our retail and hospitality staff more than ever”.

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