CX: Cat Dunkley, John Lewis

On how CX works at John Lewis, @CatDunkley explains she's on "a very small team within John Lewis called Customer Experience and Insight. Specifically in the design side of that. As a whole team, we are the guardians of the customer experience for the whole of John Lewis. John Lewis in shops, online, over the phone, however you interact with us. In the design function we're there specifically to set the overarching ambition for what we want the customer experience to be and to help translate that for all of our individual business units. And critically to make sure it joins up across all of those individual units."