In a move set to reshape the landscape of retail, the UK’s leading employee-owned enterprise, the John Lewis Partnership, has announced a groundbreaking strategic partnership with Google Cloud. The collaboration, valued at £100 million over the course of five years, solidifies the strong rapport between the two companies that has been evolving since 2012.
Renowned for its ownership of cherished British retail brands, John Lewis and Waitrose, the John Lewis Partnership is embarking on an ambitious digital transformation journey. This partnership with Google Cloud marks a pivotal moment in this evolution, aiming to usher in an era of unparalleled tailored and personalized customer experiences.
Under the new agreement, the John Lewis Partnership will migrate more of its technology infrastructure to Google Cloud, capitalizing on the cloud provider’s cutting-edge artificial intelligence (AI) and machine learning (ML) capabilities. These advanced tools are expected to enhance the efficiency of the John Lewis Partnership’s workforce, affectionately known as “Partners,” empowering them to dedicate more time to customer interactions and leverage data insights for curating exceptional products and services.
The infusion of Google Cloud’s capabilities is a crucial component of the John Lewis Partnership’s strategic vision. The company’s adept blend of in-store and online experiences has already proven successful in attracting a growing customer base. This collaboration with Google Cloud is poised to elevate the retail experience to unparalleled heights—both within brick-and-mortar stores and across its digital platforms, including JohnLewis.com, Waitrose.com, and mobile apps. Notably, the partnership will pave the way for the creation of a comprehensive pan-Partnership loyalty program in 2024, further enhancing customer engagement.
Nish Kankiwala, CEO of the John Lewis Partnership, emphasized the imperative nature of investing in state-of-the-art technology for modern retailers: “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, Chief Transformation and Technology Officer at the John Lewis Partnership, envisions a future where technology revolutionizes customer interactions: “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.”
Thomas Kurian, CEO of Google Cloud, commended the John Lewis Partnership’s innovative spirit and customer-centric approach: “As an innovative British retailer with a strong commitment to customer service, the John Lewis Partnership is always looking for new ways to reinvent how it does business.”
This groundbreaking partnership promises to reshape the retail landscape, enabling the John Lewis Partnership to offer an unparalleled level of personalization and efficiency to its customers while solidifying its position as a trailblazer in the digital retail realm.
