The John Lewis Partnership (JLP) is hoping to accelerate the digital transformation of its business after agreeing a deal with Google Cloud worth £100m over the next five years.
The collaboration, which expands on a relationship the owner of the John Lewis and Waitrose chains has had with Google since 2012, is expected to provide customers with more tailored and personalised experiences.
Under the expanded agreement, more of the organisation’s technology will migrate to Google Cloud, harnessing the cloud provider’s latest technologies, including artificial intelligence (AI) and machine learning (ML). These tools are expected to enable the group’s staff to be “more efficient, spend more time focusing on customers, and better use data insights to help curate great products and services.”
JLP stated that the partnership with Google Cloud will take its retail experience to the next level – both in-store and via its digital platforms, including its websites and apps. Moreover, the agreement will support the group’s plan to create a pan-Partnership loyalty programme in 2024.
Nish Kankiwala, Chief Executive at the JLP, said: “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 latest innovations to benefit our customers.”
Zak Mian, the retail group’s Chief Transformation and Technology Officer, added: “Today’s announcement marks a significant step in transforming our technology, and ensures that our Partners have the best tools to provide our customers with even more personalised experiences, across all our channels.
“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.”
NAM Implications:
- Potentially a route to leading edge…
- …with share increase and business growth to follow.
- Hopefully…
