This week we're talking to Graham Johnston, the new owner and CEO of Kitchens International, following the management buyout that has returned one of Scotland's best-known luxury kitchen retailers to independent ownership.
After a career leading customer experience and digital transformation at companies including Three, Optical Express and Asda, Graham explains why he believes the future of kitchen retail still revolves around great designers and inspiring showrooms, even as AI begins to reshape the customer journey.
We discuss why he's investing in three new locations despite a challenging market, how he's blending ideas from outside the KBB industry with a design-led retail business, why he's assembled an advisory board to challenge his thinking, and what the next generation of independent retailers needs to do to stay relevant.
It's a conversation about leadership, innovation, customer experience and why, sometimes, the best way to move a business forward is to take it back to its roots.
","author_name":"kbbreview, Andrew Davies"}