Graeme talks to us about the dual challenges of running both an outsource and in house estate, the value of strategic alliances, the pace of technology deployment over the past 18 months, and the expectations and opportunities this now brings.

We hear about Graeme’s migration from Operations into Planning, the importance of understanding your numbers, and the need for all Contact Centres of the two working together, recognising we all have to deliver for the customer and our people.

We hear how the wellbeing of people has shifted up the agenda, the value of flexibility, and the challenges this brings in planning and resourcing, and the changing culture within John Lewis Partnership, and how the industry itself can position itself better.

And he tells us about his fabulous wine collection!