This report provides a comprehensive analysis of the customer experience at Marks & Spencer (M&S). It begins by outlining M&S's value proposition and how it translates into customer experience, considering key demographics and their frequency of use. The report then applies the six pillars of customer experience model to M&S, critically evaluating the company's performance in integrity, resolution, expectations, time and effort, personalization, and empathy. Furthermore, it explores the implications of digital disruption on M&S's customer experience delivery. Based on the analysis, the report concludes with strategic recommendations aimed at enhancing customer experience, benefiting both customers and the organization. Desklib provides a platform for students to access similar solved assignments and past papers for their academic needs.