Build the M&S we need to be

At M&S a key strategic priority in our transformation is to build the M&S we need to be. This includes making better decisions and service through technology.

Digital, Data and Technology is a key investment priority in the year ahead and will be central to how we operate and serve customers going forward. We know we have more to do in the area and we have a clear plan and are making good progress. Each of our Managing Directors has a digital and technology plan embedded into their business, working closely with our central Digital & Technology team. This means every part of M&S owns its technology transformation and is accountable for delivering change.

A key focus is using AI in practical, everyday ways. This year, we partnered with Microsoft to roll out Copilot tools to store managers and Support Centre colleagues. These tools help automate routine tasks such as building rotas, managing shift patterns, and analysing sales data — giving colleagues more time to serve customers on the shop floor.

Sparks is also a major proof point of this approach. The relaunch earlier this year is powered by data and AI, helping us deliver more personalised offers, rewards, and experiences for customers. It shows how we are using technology both behind the scenes and in front of customers to drive change.

Looking ahead our new transformation phase, Reinvesting for Growth, means where we are stepping up disciplined investment in key strategic areas including technology to support business growth such as in a new Fashion planning platform, food logistics systems and M&S.com improvements. At the same time, we are simplifying our technology estate to create a faster, more efficient business.

Across M&S, we are using technology where it has real impact - to reduce cost, improve decisions and deliver better experiences for customers - helping to drive growth in the years ahead.