M&S has announced a new Technology Transformation Programme that will enable it to become a digital-first business and deliver an improvement in customer experience
Following an extensive review of M&S’s technology capabilities, changes are being made to deliver technology that brings real value, at pace, to its business and customers.
These changes include the creation of a new Technology Operating Model, which will drive significant efficiencies in how M&S
exploits new technology, including the adoption of industry agile methods, effective from 1 March 2018 and the appointment of Tata Consultancy Services
(TCS) as M&S’s principal technology partner.
A simplification and consolidation of M&S’s technology supplier base will also take place while core supplier services will transfer directly to TCS and the day-to-day relationship and project management of specialist suppliers will move under the control of TCS.
The Technology Transformation Programme is expected to deliver annual efficiencies of around £30m by 2021/22 and drive clearer accountabilities and a more customer centric approach to technology services.
Steve Rowe, M&S CEO, said: “We are committed to transforming M&S for our colleagues, customers and shareholders by delivering digital-first retailing across our stores and offices. Technology plays a huge role in this transformation – and having the right partners and model will enable us to be more agile, flexible and responsive. Through our Technology Transformation Programme our business will be faster, simpler and more focused on achieving a seamless customer experience.”