CX: Steve Kato-Spyrou, John Lewis

Steve Kato-Spyrou is the UX manager at John Lewis. He joins us at the Omnichannel Forum to discuss organizational change. Today’s consumer involves so many touchpoints it takes a corporation a collaborative way of thinking to reach them in an effective way. In order to get everyone on board from the top down, Steve creates workshops and provides us with some specific examples. “Now they've got to work together on these ideas that have come up. And that's going to be the next step: how we truly get away from the business functions, silos, buying, merchandising, trade, product, design, creative, slam them all together into a cross-functional team.”