The director of digital at Marks & Spencer David Walmsley has said the retailer is making “good progress” on its digital journey but there is still a “ton” of work to do.
Speaking at Drapers Digital Forum today in east London, Walmsley said the high street chain has made a “good start” in its transformation into a digital business after a “challenging” period following the website relaunch in February 2014.
“We had a challenging 2014 when we moved from the Amazon platform to our own. We are moving towards having a well-oiled machine,” said Walmsley.
“We had a really good 2015, and a large part of that was building the team and our experience with the platform. When we relaunched, we were still learning how to use the technology but now we are starting to motor and we are seeing the proof of that today. The move towards mobile and personalisation has come from that investment.”
Walmsley said speed was the most important thing in developing the M&S digital experience.
“As retailers we have to make it faster – it can never be slower for the customer. Our shoppers are telling us they want us to save them time and not to waste their time.”
He added that getting the firm into a “mobile mindset” and personalising the offer for shoppers were also “fundamental” to the future of the business.