Image: Shutterstock “If I look back to the success of Greggs – we have kept pace with the consumer. Where they want to shop, how they want to shop, what they want to buy: we have constantly changed and evolved, and that’s what we will continue.” Roisin Currie, the CEO of Greggs, summed up the business success of the bakery chain with these words in the opening keynote at Retail Week Live 2023 on Tuesday. Despite the disruption of Covid-19, which affected businesses of every kind – but especially those that relied on in-person service and interaction – and the economic challenges of 2022, Greggs reported a solid increase in annual revenue last year amid a record number of store openings, with an additional 150 new openings planned for 2023. How has Greggs achieved this amidst a digital transformation of its business, with delivery, click-and-collect, and an updated app reward scheme all rolled out during the pandemic? Tony Taylor, IT and Business Change Director at Greggs, dived into this question in a dedicated session with Olaf Akkerman, Managing Director for Retail and Consumer Goods at Microsoft UK, explaining how Greggs balanced a tech transformation with maintaining a reputation for […]
“We never lost sight of giving the customer what they want”: how Greggs balances tech with customer excellence
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