Short video interview with leaders from the John Lewis Partnership describing a digital transformation driven by customer expectations. They discuss legacy systems and fragmented data, the decision to adopt Salesforce and Tableau to centralize data and democratize insights (including rolling out Tableau to 80,000 partners), and goals to deliver consistent, personalized customer service across digital and in-store channels.
Chapters
We had a rate of change that I've never seen. It wasn't an option for us to transform digitally. We had to because it's what our customers demand and what we want to give them. That's the challenge. That's why I took the job. We are an old, established heritage brand, JAO Power and our strength. Of course, that means we have legacy systems and legacy ways of working. The John Lewis Partnership was founded by John Speed and Lewis, who wanted to do business in a different way. And that meant giving employees an equal share.
So we are all indeed partners.
The partnership is made up of three brands. So it's John Lewis and Partners for your general merchandise, Waitrose and Partners for your grocery and John Lewis Financial services. We are a partnership. John Lewis is renowned for its customer service. It's something that is in our blood. You could say Tableau is ultimately a platform for change. It's what enables ideas to be created from anywhere.
When I arrived at John Lewis Partnership.
We had a plethora of data, but it was all over the place.
The issue was being able to look at it in the right way and.
Of course, having the other Salesforce products behind it, enabling the data to move around and moving it closer to the customer.
It was my responsibility to write the strategy, define what success looked like for the organization and roll out tableau to our 80,000 partners.
This is not a transformation for transformation's sake. The days of locking data away in.
Silos, only allowing certain people to see it, are gone. As a customer company, the customer is at the centre of everything we do and harnessing and using our data enables us to do that. And for us, that's where the partnership.
With Salesforce is helping for us.
It is at the heart of what we're trying to do. We can drive more insight and we can make faster decisions because we've got everything in one.
We need to make sure the data and information is flowing so that we can provide the same level of service through our digital channels as well as in the shops and to our customers.
And the only way to do that is to get a hold of all the data. That's what Tableau absolutely smashes out of the park.
And that's what I wanted to bring to the partnership.
The huge benefits are simplification of process, less duplication in the business, faster data driven decision making. It's the digital transformation that we need to create that personalised experience for our customers. Our vision at the partnership is to democracy. Data right data, right people, right time. And Tableau is the tool that's allowing us to do that.
Our customers expect the best level of.
Customer service, and the way that we.
Are transforming our business is directly in service of that.
