Service Shift

The service economy continues to evolve, shaped by leadership decisions, technological adoption, and a sharper focus on customer experience. This week’s stories highlight how different industries are repositioning themselves in response to fast-changing expectations.

At H&M, the appointment of an experienced insider as its new UK and Ireland managing director in H&M names experienced insider its new UK/Ireland MD signals more than just a leadership transition. It reflects an understanding that guiding teams, both in-store and online, demands deep operational knowledge and a steady vision in a challenging retail climate.

In financial services, the announcement that Irish Banks Plan Mobile Payments System to Counter Revolut underscores how institutions are adapting to customers who prize speed, ease, and convenience. The move is less about rivalry and more about recognising the need to meet digital-first expectations, ensuring customers feel secure while still enjoying seamless transactions.

Meanwhile, technology is reshaping the shop floor. Currys’ decision to roll out Currys installs electronic shelf labels in shops across UK and Ireland demonstrates how even small details, like price displays, can make a meaningful difference. Digital labelling reduces errors, improves efficiency, and ultimately enhances the experience for the customer.

The thread running through these developments is the same: customer service is no longer a supporting function. It is the point of competition, innovation, and loyalty. Across fashion, finance, and electronics, success now hinges on anticipating needs and delivering trust with precision. Those who embrace this reality will find opportunity not only to survive but to lead.