Luke Horwath is Head of Retail for the UK and Republic of Ireland (ROI) at Nespresso – a certified B Corp ™. He leads Nespresso’s physical retail strategy in both markets, with a focus on delivering exceptional coffee experiences to customers through the brand’s network of boutiques.
Luke joined Nespresso in 2014 as head of its Customer Relationship Centre, where he led the brand’s Centre of Excellence strategy, before taking on the Head of Retail role in 2020. In his current role, Luke has navigated the UK & ROI boutique teams through the challenges of the Covid-19 pandemic, while successfully bringing a new strategy - Retail Reimagined - to life. The roll-out of Retail Reimagined has seen the launch of a new experiential boutique concept, first introduced to UK consumers at the Bluewater shopping centre in 2021. The evolved boutique concept is designed to meet shoppers’ changing needs and preferences by offering immersive, localised and personalised experiences, exploring the artistry behind some of the world’s finest coffees.
Prior to joining Nespresso, Luke held a number of customer experience roles in telecommunications and banking, arming him with expert insight into how the brand can continue to meet and exceed customer expectations in-store.
29-Mar-2023Consumer StageIf it's not immersive or interactive, is it even worth your customer's time?