IMC1 – RAC Customer Service Forum

Andrew McMillan

Previously John Lewis

Being Chosen: The importance of creating a distinct customer experience

No matter how big or small your dealership is – or what your role is – customer engagement can be tricky to get right. That’s why we’ve signed up top-flight consultant Andrew McMillan to speak at CDX17 to demystify customer engagement and the part you have to play in it. In demand internationally for his skills and expertise, Andrew is coming to CDX17 at Silverstone on Tuesday, May 23 as part of the RAC Customer Care Forum. He has helped top companies John Lewis and Virgin Atlantic become market leaders when it comes to customer service and sales – now you can benefit from his vast experience, as he’ll be giving top tips to ensure positive customer activity.


Andrew McMillan spent 28 years with John Lewis, the last eight of which saw him responsible for customer experience across the department store division, where he developed the company’s market-leading culture and attitude towards customer service and sales. While he was at John Lewis, the company won awards from Which?, Verdict and Retail Week for its customer service. Having subsequently set up his own company to advise on customer service strategy, he has worked with a number of high-profile private-sector clients, including Virgin Atlantic.