Currys

From too much data to clarity of action. Currys replaced a flood of reports with targeted, store-specific priorities, so almost 300 stores across the UK & Ireland know exactly where to focus.

Currys & Quorso | Customer Case Study

Industry Consumer Electronics Retail

Store Count 296 stores

Region UK & Ireland

£20-40M Sales Uplift

"You can't take Quorso away from us now — we couldn't operate without the speed it gives us in spotting commercial opportunities."

Richard Kirk General Manager at Currys

Challenges

So much data. Too many systems. And every store treated the same.

Too much data, not enough time

Before Action AI, powered by Quorso, Currys stores received a large volume of data across multiple reports and platforms. With so many formats and product categories to run, stores needed that data to find their opportunities. But working through it took hours every week. Regional reporting also grouped very different stores together, so the numbers didn’t always point each store to the right conclusions.

Too many systems

Store managers moved between platforms to work out what needed doing, and where to find the information to do it. Time that could have been spent on the shop floor went on sifting through reports.

One-size-fits-all tasking

Tasks were sent to every store in the same way, whether a store needed them or not. Stores spent time on activity that wasn’t relevant to them. Central teams could only send reminders to the whole store network, not to the stores that needed them.

“Previously every store got the same task every time. What we’re building now is dynamic — it only tasks stores with what they need, when they need it.” Aaron Shepheard, Stores Operating Model Manager

The Action

Pick one thing. Prove it. Then build the store’s rhythm around it.

A focused proof of concept

Rather than build in-house, Currys partnered with Quorso for a tested platform that could take in data from every source, in whatever format it arrived. The proof of concept resisted the temptation to do everything at once. It focused on two areas: sales and customer satisfaction (CSAT).

“My advice for a peer starting with Quorso. Pick something you really want to go after, double down on it, and use that as your proof of concept.” Lewis Hawkes, Senior Manager, Stores Operating Model UK&I (Former)

Creating pull, not push

Currys didn’t launch Action AI with a mandate. It built anticipation first. General managers were shown an “Action AI is coming” video, created together with Quorso. To qualify for the new tool, stores needed their operational dashboards green. Stores pushed to get there in time.

"Change Excellence" stores as champions

At Currys, every region has a designated “Change Excellence” Store. These stores tested Action AI ahead of launch providing valuable feedback to refine the platform, then became super users. They led regional switch-ons and acted as the go-to point of contact for their peers.

Building on engagement: bringing tasks into Action AI

After 18 months of Missions, Action AI had become part of how every Currys store runs. That made it the natural home for tasks. Stores would only receive the tasks relevant to them, on a platform they already knew and trusted.

“Now that we’ve got this tool at 100% engagement, we can start surfacing other things to it, knowing people will see it. Which is why we’re bringing tasks into Quorso next.” Lewis Hawkes, Senior Manager, Stores Operating Model UK&I (Former)

Moving house

Currys framed the task migration as a house move. Every task was reviewed before it moved, and anything no longer needed was removed. The priority was parity with the previous system first, so stores felt comfortable with the change. The rollout followed a familiar path: a pilot, then central teams, then the “Change Excellence” stores, then peer to peer across the store network.

The Impact

100% engagement. And clarity of action in every store.

100% engagement from day one

Stores had asked for help with too much data and not enough time. Action AI gave them exactly that, and they used it from the start.

“The engagement blew us away. We had 100% of stores logging in and taking action right from the start and we’ve never dropped below that.” Lewis Hawkes, Senior Manager, Stores Operating Model UK&I (Former)

Sales and CSAT uplift

By focusing on sales and CSAT, Currys saw results on both. That proved Action AI worked for the business and for its customers.

“We saw a real uplift on sales and CSAT. That’s when the exec committee realized this tool is a genuine driver of value.” Lewis Hawkes, Senior Manager, Stores Operating Model UK&I (Former)

Opportunities that would have been missed

Big declining categories are easy to spot. Smaller ones that add up week after week are harder to find. Missions brought those opportunities forward, from routers to dehumidifiers.

CSAT made actionable

Customer feedback now arrives with the reason behind it. That gives managers a specific pain point to fix, not just a score to reflect on.

Time back for colleagues

With reports surfaced to them instead of searched for, managers are spending less time in front of a screen. They have more time for one-to-ones, floor walks and developing their teams.

Consistent inductions across the store network

Induction missions brought one clear standard to every store. Managers are prompted at each milestone, with the right content ready for each check-in. Colleagues who complete their induction now receive a certificate.

Great for colleagues, not just the numbers

Currys measures success three ways: right for customers, right for Currys, and right for colleagues. That includes managers hitting targets and earning their reward.

“We had a manager who hadn’t hit his sales target for eight months. The moment we dropped Action AI (powered by Quorso) into that store, he got straight on board, hit his target, and has hit it every month since.” Lewis Hawkes, Senior Manager, Stores Operating Model UK&I (Former)

Task: early signs

The task migration is in its early stages, but store teams are already picking it up without being asked. Stores are receiving fewer, more targeted tasks. Managers who already know how to complete Missions are completing Tasks the same way.

“We wanted our senior managers to have a go at it first, but they didn’t get the chance. Our sales managers had already picked up the Mission and completed the Task themselves, because they understood the platform. They just appeared, and because our teams are so used to completing Missions, they completed the Task as if it was second nature.” Aaron Shepheard, Stores Operating Model Manager

Real Quorso Use Case: The laptop that wasn't selling

A laptop promotion was driving strong sales in other stores, but not in a specific store that usually performs well in laptops. The mission pointed the team to the specific product, and they found it was marked as a different color on the shop floor. Customers had never been offered the deal.

“A laptop promotion wasn’t converting for us. The mission led us to discover it was mis-marked on the shop floor — one price correction, and sales picked up immediately.” Samuel Johnson, General Manager

5hrs extra time per week per store

£20-40M sales uplift

100% GM engagement

"Losing Quorso would feel like going from a 4K TV back to an HD-ready TV — that clarity would be gone overnight."

Samuel Johnson General Manager at Currys

Working Together

Innovation that matches the culture.

Currys is a forward-thinking retailer, and it wanted a partner whose pace of innovation matched its own. Buying a tried and tested platform meant Currys could move faster and focus its energy on how stores use it. As Currys’ needs grew, Quorso built alongside them, so the platform has kept moving at the same pace as the business.

“When we partnered with Quorso, we saw that the innovation Quorso was pushing just matched our values, and that was really, really key. You can buy products off the shelf from lots of different people, but we wanted something that matched our innovation and could keep up with us and could keep up with our pace.” Lewis Hawkes, Senior Manager, Stores Operating Model UK&I (Former)

Recognized for the partnership

In January 2026, Currys and Quorso won Best Retailer / Technology Supplier Relationship of the Year at the Retail Technology Innovation Hub (RTIH) AI in Retail Awards. It was external recognition of a partnership built on shared values and genuine collaboration.

Looking Ahead

After a successful launch, with 100% engagement from day one, Action AI, powered by Quorso, has become part of how Currys stores run every day. Task is the first example of what comes next. Currys is bringing more of the store’s day into the platform its teams already know and trust, starting with the tasks they need to complete. The ambition is fewer systems, more targeted activity, and more time for colleagues to spend with customers.

"Action AI (powered by Quorso) sits right in the middle of how we run our shops today: simple, effective and efficient, so our managers can do what they love most: being on the shop floor."

Shane Baker Head of Central Operations

Across 296 stores in the UK & Ireland, 100% engagement is no small thing.

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The Execution Gap

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Summer 2026 Product Release: Beyond the Store, Starting with Distribution...

Currys

Currys & Quorso | Customer Case Study

Challenges

Too much data, not enough time

Too many systems

One-size-fits-all tasking

The Action

A focused proof of concept

Creating pull, not push

"Change Excellence" stores as champions

Building on engagement: bringing tasks into Action AI

Moving house

The Impact

100% engagement from day one

Sales and CSAT uplift

Opportunities that would have been missed

CSAT made actionable

Time back for colleagues

Consistent inductions across the store network

Great for colleagues, not just the numbers

Task: early signs

Real Quorso Use Case: The laptop that wasn't selling

Working Together

Recognized for the partnership

Looking Ahead

Across 296 stores in the UK & Ireland, 100% engagement is no small thing.

See how Quorso works

Want to keep up to date with our
latest news and ideas?

The Execution Gap

Summer 2026 Product Release: Beyond the Store, Starting with Distribution...

Currys

Currys & Quorso | Customer Case Study

Challenges

Too much data, not enough time

Too many systems

One-size-fits-all tasking

The Action

A focused proof of concept

Creating pull, not push

"Change Excellence" stores as champions

Building on engagement: bringing tasks into Action AI

Moving house

The Impact

100% engagement from day one

Sales and CSAT uplift

Opportunities that would have been missed

CSAT made actionable

Time back for colleagues

Consistent inductions across the store network

Great for colleagues, not just the numbers

Task: early signs

Real Quorso Use Case: The laptop that wasn't selling

Working Together

Recognized for the partnership

Looking Ahead

Across 296 stores in the UK & Ireland, 100% engagement is no small thing.

See how Quorso works

Want to keep up to date with our latest news and ideas?

The Execution Gap

Want to keep up to date with our
latest news and ideas?