The UK’s largest employee-owned company, the John Lewis Partnership, has announced a significant strategic partnership with Google Cloud, valued at £100 million over the next five years. This collaboration builds upon the successful relationship between the two companies since 2012 and is integral to the John Lewis Partnership’s digital transformation efforts for its renowned brands, John Lewis and Waitrose, aiming to enhance tailored and personalised customer experiences.
The expanded agreement entails the migration of more of the organisation’s technology infrastructure to Google Cloud, making use of the cloud provider’s cutting-edge technologies, including advanced artificial intelligence (AI) and machine learning (ML). These technologies will empower the company’s workforce, known as Partners, to operate more efficiently, allocate more time to customer interactions, and leverage data insights to curate exceptional products and services.
Investing in Google Cloud is seen as a key part of the John Lewis Partnership’s overarching transformation strategy.
This new partnership with Google Cloud seeks to elevate this positive retail experience, both in physical stores and across digital platforms such as JohnLewis.com, Waitrose.com, and the company’s proprietary mobile apps. Additionally, the collaboration will facilitate the creation of a unified loyalty program across the entire partnership by 2024.
Nish Kankiwala, CEO of the John Lewis Partnership, commented: “Investing in cutting-edge technology is not just a choice, it’s a necessity for a modern retailer like us. Core to our strategy is building our technology infrastructure for the long term, drawing on the latest innovations to benefit our customers.”
Zak Mian, Chief Transformation and Technology Officer at the John Lewis Partnership, envisions a future where technology revolutionises the customer experience. He added: “Imagine a world where a customer can use an image scanning feature in their John Lewis App to show our Home Design Stylists a room they’re looking to furnish, which tells us all we need to know about the intricacies of the space, layout and measurements. Not only does it save customers a lot of time and hassle, but even before the appointment we can take inspiration from their unique preferences and give tailored recommendations that can even complement products they already have. We’re looking forward to an era of fresh innovation.”
Google Cloud’s CEO, Thomas Kurian, commended the John Lewis Partnership for its dedication to innovation and customer service. “By turning to Google Cloud’s leading AI and ML tools, John Lewis will help transform the Partner experience, which in turn will deliver a better and more seamless experience for its customers.”
Why does this matter?
In essence, the strategic partnership between the John Lewis Partnership and Google Cloud signifies a significant move towards digital transformation by the retailer. By incorporating AI, ML, and data insights, John Lewis Partnership is looking at Google’s cloud technology services to redefine the whole retail experience to build and maintain its engagement with its customers across all channels.
Author spike.digital