Dixons Carphone | Econsultancy

Currys PC World store. Image: freemind-production / Shutterstock.com

Dixons Carphone’s Saul Lopes on rethinking CRM with a ‘people-centric’ approach

Saul Lopes is the Head of CRM for the UK division of Dixons Carphone, with responsibility for the Currys PC World UK and Carphone Warehouse websites. Since he joined the business in December 2018, Lopes has set about transforming Dixons Carphone’s approach to CRM and, by extension, its approach to its customers.

Saul Lopes stands on the Digital Transformation stage at the Festival of Marketing 2019

Article Digital Transformation

How Dixons Carphone changed its culture around digital transformation

Imagine this scenario: you have just joined a major retail brand in a brand new role with the goal of leading a digital transformation across the business. The retailer has 950 stores, 771 store visits per minute and 42,000 employees; makes more than 13,600 deliveries per day; and receives 22 website visits per second. Where do you begin?