Keynote Speaker Andrew McMillan is widely recognized as one of the UK’s leading authorities on customer experience, employee engagement, and internal culture transformation. Best known for shaping the award-winning customer service strategy at John Lewis, Andrew spent over 20 years turning the iconic retailer into a benchmark for service excellence and brand loyalty.
As Head of Customer Experience, he led a 20,000-strong team across 26 stores, building a service culture that consistently topped rankings by Which?, Verdict, and Retail Week. His approach, rooted in the belief that great customer experience starts with a strong internal culture, delivers sustainable, long-term results for organizations across sectors.
Today, Andrew brings this expertise to the stage as a highly sought-after keynote speaker. His keynotes offer powerful, practical insights into how organizations can differentiate through values-led leadership, aligned teams, and emotionally intelligent customer service. He shows how to create a workplace where employees are truly engaged and how that translates into customer loyalty and business success.
Book Andrew McMillan for your event to inspire cultural transformation, improve customer satisfaction, and create lasting competitive advantage. His experience, credibility, and clarity make him a standout speaker for any organization focused on performance through people.