Inside Harrods’ Playbook for Luxury Customer Experience with CRO Mark Blundell | RTS 2026

How do you deliver world-class luxury service to millions of annual visitors while preserving exclusivity, personalization, and the magic of in-store retail? Live from Retail Technology Show 2026 in London, Chris Walton sits down with Mark Blundell, Chief Retail Officer at Harrods, to discuss how one of the world’s most iconic retailers continues to set the standard for customer experience, service, and innovation. Mark explains how Harrods maintains exceptional standards through customer feedback, leadership presence on the floor, and a relentless commitment to excellence. He also shares why department stores still thrive when built around curation, convenience, and memorable experiences. Key Topics Covered: • How Harrods serves millions of visitors while maintaining luxury standards • Why leadership presence on the shop floor still matters • Using customer feedback to improve service in real time • Why department stores still win through curation and experience • How Harrods approaches personalization for top-tier clients • Blending human relationships with smart internal systems • Why Harrods compares itself to hotels and airlines, not retailers • How Harrods views AI through customer strategy, not hype • Why the company chooses to be a thoughtful fast follower on AI • Where AI can improve efficiency behind the scenes Thank you to VusionGroup for supporting our coverage from Retail Technology Show 2026. #RetailTechnologyShow #Harrods #LuxuryRetail #CustomerExperience #RetailInnovation #AI #OmniTalkRetail