Holland & Barrett


6th March 2024

Holland & Barrett has been recognised at the prestigious Retail Week Awards in the Customer Service Gamechanger category, following the successful launch of ‘Cerebro’ – its in house-created colleague app.

The Customer Experience gamechanger award recognises a retailer that is leading the way in delivering outstanding customer experience by using technology innovation to delight and excite its customers.

‘Cerebro’ has transformed how retail colleagues at H&B engage with customers across its extensive network of 800 stores in the UK and Ireland. This innovative tool is designed to empower our colleagues, arming them with the knowledge and resources to effectively interact with customers, offer comprehensive product information, and assist in aligning choices with their wellness goals. Since it’s launch in 2021, it has helped improve customer satisfaction and loyalty, supported by a surge in use by colleagues to help elevate customers’ shopping experiences.

Commenting on the award, Lisa Widdison, Retail Operations Director, Holland & Barrett, said: “Over the last few years, we have really prioritised and invested in our customer experience, so it’s a great honour that our team has been recognised by Retail Week for the innovative customer service ‘gamechanger’ at Holland & Barrett.

“We’re very proud of the successful launch of our inhouse application, Cerebro, which was developed specifically to help our colleagues create more meaningful conversations with customers and assist them to make informed choices with their wellness goals - and the results speak for themselves!

“Thank you to our retail tech, product and engineering team who played a pivotal role in the app’s development, and to the Retail Week Awards Judging Panel.”

Hanna Jackson, Managing Director at Retail Week, said: “Holland & Barrett isn’t just keeping up with the times; it’s setting the pace with a cutting-edge approach to customer engagement. Its in-house technology, the second iteration of Cerebro, is not just a tool; it's a symbol of its commitment to providing brilliant, expert customer service. Holland & Barrett is on an innovation journey, truly focusing on its proposition. The customer is at the heart of everything it does.”