This collaboration will see John Lewis and Waitrose brands undergo a comprehensive technological evolution, to provide customers with more tailored and personalized in-store and online experiences. This move represents a significant expansion of John Lewis Partnership’s current relationship with Google Cloud, established in 2012.
Under the expanded agreement, more of the organization’s technology will migrate to Google Cloud to utilize the cloud provider’s latest and most innovative technologies, notably its latest advanced AI and ML capabilities.
This venture aims to establish advanced in-store and online experiences and has seen success in attracting more customers as a result of its digital transformation strategies implemented this year. On the back of this success, Google Cloud aims to evolve the company’s retail experience, both in-store and via its digital platforms. This includes a technology transformation of JohnLewis.com, Waitrose.com and John Lewis Partnership-owned mobile apps.
Additionally, this agreement will support John Lewis Partnership’s ambition to get closer to its customers by creating a pan-partnership loyalty program in 2024. These tools will enable the John Lewis Partnership workforce, known as Partners, to be more efficient, spend more time focusing on customers and better utilize data insights to help curate great products and services.
Nish Kankiwala, CEO, John Lewis Partnership, 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.”
Thomas Kurian, CEO, Google Cloud, said: “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.
“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.”