Marks & Spencer Deploys AI Tools to 11,000 Employees to Accelerate Retail Transformation and Enhance Customer Experience

Marks & Spencer Deploys AI Tools to 11,000 Employees to Accelerate Retail Transformation and Enhance Customer Experience

(IN BRIEF) Marks & Spencer is rolling out generative and agentic AI tools to 11,000 colleagues, including all store managers, as part of its broader digital transformation strategy. Through the purchase of Microsoft 365 Copilot licences and the introduction of a dedicated training programme, the retailer is enabling employees to automate routine tasks such as data analysis, meeting summaries and shift planning. This will allow store managers and support teams to focus more on customer service, team leadership and operational improvements. The initiative strengthens M&S’s partnership with Microsoft and builds on existing AI applications across the business, positioning AI as a central driver of efficiency, innovation and growth in the company’s retail operations.

(PRESS RELEASE) LONDON, 25-Mar-2026 — /EuropaWire/ — Marks & Spencer is expanding its use of artificial intelligence across its operations by equipping 11,000 colleagues, including all store managers and support centre staff, with generative and agentic AI tools designed to streamline daily tasks and improve productivity. The initiative forms part of the retailer’s broader strategy to modernise its business through digital transformation and technology-driven efficiencies.

To support this rollout, M&S has secured 11,000 Microsoft 365 Copilot licences and is introducing a comprehensive training programme to ensure colleagues can effectively integrate AI into their workflows. This move also strengthens the company’s collaboration with Microsoft, enabling the deployment of AI capabilities at scale across the organisation.

With access to AI-powered assistance, store managers will be able to quickly interpret data, generate insights and manage operational responsibilities more efficiently. Tasks such as compiling sales reports, summarising meetings, creating staff rotas and preparing shift handovers can now be completed in significantly less time. By automating these time-intensive activities, store managers can dedicate more attention to enhancing customer service, improving product availability and supporting their teams on the shop floor.

At the Stores Support Centre, the use of Microsoft 365 Copilot will further enhance productivity by rapidly drafting updates, summarising trading performance and converting complex datasets into clear, actionable recommendations. This capability allows teams to make more informed decisions and maintain closer connections with customer needs and business performance.

The adoption of AI builds on M&S’s ongoing efforts to embed advanced technologies throughout its operations, including applications in stock forecasting, inventory management, marketing content generation and internal support systems powered by AI agents. Scaling the use of these tools is seen as a key element in driving the company’s growth and operational efficiency.

By placing AI tools directly in the hands of employees who interact most closely with customers, M&S aims to create a more responsive and agile retail environment. The initiative reflects a continued commitment to leveraging innovation to enhance both colleague experience and customer outcomes across its stores and support functions.

Media Contact:

Corporate.Press@marks-and-spencer.com
Telephone: 020 8718 1919

SOURCE: Marks and Spencer