Neve Jewels Group's Graham Broomfield: momentum without alignment is just chaos and noise

Sometimes the boldest move for retailers is not to do more, but to pause together and make sure they're doing the right things, in the right way, for the right reasons. So says Graham Broomfield, COO at Neve Jewels Group.

In a LinkedIn post, he said: "This week I’ve spent time with my fellow CXOs stepping back to reflect, challenge, and re-align. And it’s clear: this kind of pause is more critical than ever in retail."

He added that the industry is facing real inflection points. AI is no longer theory, it’s reshaping customer service, content, and personalisation in real-time. Websites and physical stores are being redefined, no longer just places to transact, but spaces to experience, discover, and connect.

Customer loyalty, meanwhile, is fragile, one poor interaction and the lifetime value disappears. Economic pressure is real, cost-of-living is reshaping spending behaviour while expectations for luxury level service rise.

He commented: “In this context, rushing ahead isn’t the answer. Momentum without alignment is chaos and noise. Growth without clarity is waste. Ambition without culture is fragile. The best leaders, and the best retailers are those who stop to ask the harder questions:  Are we truly aligned? Are we building experiences that matter? Are we investing in the right things to create long-term trust?"

2025 RTIH INNOVATION AWARDS

AI will be a key focus area at the 2025 RTIH Innovation Awards.

The awards. which are now open for entries, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.