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Browns Fashion: Enhancing customer experience through tech

The only way to embed technology in the store is to think about it in a meaningful way focused on what will benefit the customer, says Holli Rogers, CEO of Browns Fashion, on the latest episode of the Innovators podcast. 

On top of that, it’s been about how it can help connect the physical and digital spaces together. “We want to be able to bring the online and offline together. Because I think that’s actually fundamentally where we’re all going from a retail standpoint. Because people give you their time, physically, a little bit less than they used to, so it needs to be very engaging when you do get their time,” Rogers explains. 

The British luxury retailer, which sits within the Farfetch stable of businesses these days, has been experimenting with the e-commerce company’s Store of the Future strategy since it was first announced in 2017. News here has been relatively quiet in terms of what all has been included as well as how well it is or isn’t working, but Rogers reveals the main thing it has focused on has been around how to use technology in a way that is enhancing to the sales associates. 

Browns has fully focused on this strategy through its Browns East store in London’s Shoreditch, but also has big plans for its upcoming new space on Brook Street in Mayfair. 

Co-founder and chief innovation officer of Current Global, Rachel Arthur, with CEO of Browns Fashion, Holli Rogers

One thing that’s clear across the industry is that brick and mortar stores aren’t as cut and dry as they used to be – there’s no more of the simple “build them and they will come” philosophy. But it’s also not just about going all in on tech or all in on bells and whistles experiences. Somewhere in the middle is this little thing called the customer, which is where Browns says it is concentrating. 

During this episode we also talk about the forgotten virtue of product, Holli’s experience being one of the first employees at Net-a-Porter and what out of the box thinking she’s also applying to the brand’s sustainability strategy.

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Catch up with all of our episodes of the Innovators podcast by the Current Global here. The series is a weekly conversation with visionaries, executives and entrepreneurs. It’s backed by the Current Global, a consultancy transforming how consumer retail brands intersect with technology. We deliver innovative integrations and experiences, powered by a network of top technologies and startups. Get in touch to learn more.