Andrew McMillan

Andrew McMillan

  • Employee Engagement & Customer Experience
  • The Future of Retail
  • Business Keynote Speaker

Andrew McMillan spent 28 years with John Lewis Department Stores, the last eight of which he was responsible for customer experience across the department store division. That customer experience culture is something that has now become synonymous with the John Lewis brand and during Andrew's tenure John Lewis won awards for customer service from Which?, Verdict and Retail Week and were frequently cited in the media as a leading customer oriented organisation. While at John Lewis, Andrew advised many other organisations on their customer service strategy and became recognised as an expert in the field.

Andrew has spoken at conferences worldwide and across all business sectors as well as local government, health and not for profit. All material is individually written for each client and designed collaboratively to meet their exact requirements. Along with stories and examples from his extensive experience, presentations and workshops also include practical solutions that can be implemented quickly and with minimal cost.

Immediately after leaving John Lewis Andrew joined City based consultancy firm Charteris as a Principal Consultant. During his time with Charteris Andrew specialised in employee engagement, customer experience, and customer centric business change. He led projects for Plymouth City Council where he helped them re design the access to, and provision of, Adult Social Care services – a project which subsequently won a national award. He supported a number of NHS foundation trusts to successfully develop and implement their patient experience strategies. He also worked with a number of high profile private sector clients including Virgin Atlantic.

To book Andrew to speak at your event please call a Prime Performers Booking Agent on 020 3500 3331 or email your enquiry to

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Andrew's visit was a real success. His material was well-tailored to his audience and he had a good understanding of us as a business so was able to make it relevant. He has a very engaging tone and manner which meant the audience was actively engaged throughout his session.
A quick note to say thank you very much for speaking at our conference yesterday. Everyone I've spoken with enjoyed your presentation and the messages around leadership and building the spirit within seem to have really resonated with them - which is exactly what I hoped for.
Thank you for joining us today. It was a great presentation, with great impact - you certainly left us with a lot to think about. You'll be pleased to know you created a lot of lively debate in the next session too!