How would John Lewis – the King of customer service – build trust in financial services?

06 October 2016James Goad

Retail Financial Services

John Brady, Head of Financial Services, John Lewis

Whenever we ask CEOs to list the biggest challenges facing the industry, building trust and driving great customer experiences are right up there. So who better to give us some insight around how we should be doing it better than John Brady – Head of Financial Services at John Lewis.

Despite falling profits at John Lewis during the first half of the year sparking High Street fears and the decision to scale back the expansion of its Waitrose supermarket chain, John Lewis’ financial services division continues to thrive. This is in an environment of disruptive competition from newcomers such as Lidl and Aldi; rising costs; and a need to invest in technology. Sound familiar?