Former Asda digital transformation expert Emma Ford takes on CX and Service Director role at Royal Mail

Emma Ford has started a new role as Customer Experience & Service Director at Royal Mail.

She joins from PwC UK where she served as Director. Ford also spent almost six years at Asda, holding a number of roles during that time, including Digital Transformation Director. She has also worked at Walmart and Waitrose.

In a LinkedIn post, she said: "Royal Mail is an organisation with a remarkable heritage and a vital role in connecting people and businesses across the UK. I’m thrilled to be joining at such an important time, as customer expectations continue to evolve and service excellence becomes more critical than ever."

She added: "I have loved my first week and thank you to everyone who has made me feel so welcome. Excited for the journey ahead!"

Tesco

Royal Mail recently launched a new parcel locker trial at selected Tesco stores across the UK, enabling people to collect, send and return parcels 24/7.

The six-month trial will see lockers installed outside Tesco stores, enabling customers to access them at any time. The first of these are now live at stores in: Ashby-de-la-Zouch; Barrow; Burnham-on-Sea; Bury; Cullompton; Horwich; March; and Preston.

Royal Mail lockers feature label printing, with the aim of making the process convenient for customers who do not have access to a printer. To use them, people need to pay for postage online and get a QR code or request a QR code if they are returning a purchase.

Royal Mail now has 25,000 locations where customers can drop off and collect parcels, including 2,600 lockers, 11,500 Post Office branches, 8,000 Royal Mail Shop outlets, 1,200 Royal Mail Customer Service Points and 1,400 parcel postboxes. The company also delivers to and collects from every address across the UK.

2026 RTIH Innovation Awards

OOH delivery will be a key focus area at the 2026 RTIH Innovation Awards.

The awards are now open for entries and celebrate global retail technology innovation in a fast moving omnichannel world.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2025 winners here.

Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”

“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”

He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”

Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.