John Lewis builds trusted relationships with data and AI.

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"> <span class=" header-text "> Customer Snapshot </span> </h2> </div> <div class="headingComponent parbase section"> <h1 id="john-lewis-partnership-enriches-the-customer-experience-with-data" class=" avantgarde-l text-stratus text-left avant-garde-demi margin-20-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> John Lewis Partnership enriches the customer experience with data. </span> </h1> </div> <div class="headingComponent parbase section"> <h2 id="learn-how-the-john-lewis-partnership-puts-its-customers-first-by-empowering-its-partners-with-data" class=" avantgarde-m text-stratus text-left avant-garde-demi margin-20-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Learn how the John Lewis Partnership puts its customers first by empowering its Partners with data. </span> </h2> </div> <div class="labelSmallComponent headingComponent parbase section"> <div id="time-to-read-254-minutes" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Time to read: 2.54 minutes </span> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="videoComponent vy-player parbase section"><div class="margin-10-top-lg margin-40-bottom-lg "> <div class="vy-player-container paddingDefaultBottomLg paddingDefaultBottomMd paddingDefaultBottomSm paddingDefaultBottomXs"> <div class="vidyard-player-embed" data-uuid='PfCkLMQeqigfaJiN6sZmj8' data-v="4" data-type="inline"></div> </div> <script type="text/javascript" data-uuid='PfCkLMQeqigfaJiN6sZmj8'> window.SfdcWwwBase && window.SfdcWwwBase.videoComponent && window.SfdcWwwBase.videoComponent.updateChapter(document.scripts[document.scripts.length - 1].getAttribute("data-uuid")); if(!window.vidyardEmbed){ window.videoUtils && window.videoUtils.loadScriptOnce("https://play.vidyard.com/embed/v4.js", "Vidyard", true); } else { window.vidyardEmbed.api.renderDOMPlayers(); } </script> </div> <script> (function($) { // Add 'Configuration' global object with details of our Adobe Analytics instance window.Configuration = window.Configuration || {}; var rsid = (typeof Server !== 'undefined') ? Server.getAccount() : ''; $.extend(window.Configuration, { PUBLISHER: '8D6C67C25245AF020A490D4C@AdobeOrg', MCID: '8D6C67C25245AF020A490D4C@AdobeOrg', NAMESPACE: 'salesforce', CHANNEL: 'salesforce', RSID: rsid, TRACKING_SERVER: 'salesforce.sc.omtrdc.net', HEARTBEAT_TRACKING_SERVER: 'salesforce.hb.omtrdc.net', DEBUG: false }); }(jQuery)); // End of IIFE </script> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg text-size-large-footnote line-height-default "> In this 2:50 minute video, learn how the John Lewis Partnership uses data to deliver exceptional customer experiences. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>The John Lewis Partnership used Salesforce to centralise data across all its department stores and food shops. Now, the company can make precise customer demand predictions and better meet customer expectations.<br /> </p> <p><b>What you need to know</b></p> <p>Owned and operated by over 74,000 employees, which it calls Partners, the John Lewis Partnership is the U.K.’s largest employee-owned business. It consists of John Lewis department stores, Waitrose food shops and John Lewis Financial Services. </p> <p>For such a complex and diverse operation, simply having data is not enough — it must be accessible, user friendly, and up to date. Self-service dashboards built on <a href="https://www.salesforce.com/products/analytics/overview/">Tableau</a> allow Partners to make decisions on their own to better manage inventory, automate tasks, and predict customer needs.</p> <p><b>Why it matters</b></p> <p>Efficiency matters more than ever to meet consumers’ high expectations for personalised experiences and immediate customer service. With its data centralised in a single source for users across the company to easily access, the John Lewis Partnership can make faster decisions for each store location. Now, Partners spend their time where it matters most: providing the high level of customer service that today’s consumers demand.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-30-top-lg margin-0-top-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <div id="investing-in-salesforce-has-enabled-us-to-make-decisions-faster-and-develop-deeper-relationships-with-our-customers-by-providing-a-more-personalised-convenient-and-seamless-customer-experience" class=" avantgarde-lgr text-stratus text-left avant-garde-demi col-lg-11 margin-20-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> "Investing in Salesforce has enabled us to make decisions faster and develop deeper relationships with our customers by providing a more personalised, convenient and seamless customer experience." </span> </div> </div> <div class="headingComponent parbase section"> <p id="libby-hickey" class=" avantgarde-medium text-stratus text-left avant-garde-demi col-xs-9 col-sm-12 col-lg-11 margin-20-top-lg margin-0-top-sm margin-0-top-xs margin-0-bottom-lg margin-0-bottom-xs " style="; "> <span class=" header-text "> Libby Hickey </span> </p> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> Tableau Product Manager </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="share-story" class=" h3 text-stratus text-left salesforce-sans-bold margin-30-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Share Story </span> </h2> </div> <div class="socialMediaSharingComponent section"> <div> <div class="share-icon-row margin-10-bottom-lg"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/resources/customer-stories/john-lewis-trusted-relationships-data-ai/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=2024101" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a class="twitter" target="_blank" href="https://twitter.com/intent/tweet?url=https://www.salesforce.com/resources/customer-stories/john-lewis-trusted-relationships-data-ai/&text=John%20Lewis%20builds%20trusted%20relationships%20with%20data%20and%20AI.%20&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="John Lewis builds trusted relationships with data and AI. "> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=2024101" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a target="_blank" href="https://www.linkedin.com/cws/share?url=https://www.salesforce.com/resources/customer-stories/john-lewis-trusted-relationships-data-ai/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=2024101" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> </div> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="headingComponent parbase section"> <h2 id="products-used" class=" h3 text-stratus text-left salesforce-sans-bold " style="; 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Kellogg can fill your cart for you, thanks to data.</a> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg margin-40-bottom-xs bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="https://www.salesforce.com/blog/build-data-culture/?d=cta-right-rail-2"> <a href="https://www.salesforce.com/blog/build-data-culture/?d=cta-right-rail-2" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive " alt="Woman scanning a data map with her hand" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_au/www/images/resources/blog-how-to-build-data-culture.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="blog" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> blog </span> </p> </div> <div class="headingComponent parbase section"> <p id="data-driven-companies-perform-better-by-almost-every-metric-heres-how-to-become-one-of-them" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> Data-Driven Companies Perform Better by Almost Every Metric — Here’s How To Become One of Them </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://www.salesforce.com/blog/build-data-culture/"></a> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg margin-40-bottom-xs bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/resources/research-reports/state-of-the-connected-customer/?d=cta-right-rail-3"> <a href="/resources/research-reports/state-of-the-connected-customer/?d=cta-right-rail-3" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="State of the AI Connected Customer">State of the AI Connected Customer</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive " alt="State of the connected customer" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resources/soc-customer-1200x675.png"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="research" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Research </span> </p> </div> <div class="headingComponent parbase section"> <p id="state-of-the-connected-customer" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> State of the Connected Customer </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/resources/research-reports/state-of-the-connected-customer/">State of the Connected Customer</a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg text-size-default line-height-default "> <p><b>How they did it</b></p> <p>Working closely with the John Lewis Partnership, <a href="https://www.tableau.com/resources/teams-organizations/professional-services">Tableau Professional Services</a> developed a comprehensive strategy, set measurable goals, and trained its staff. In the first phase of implementation, the company successfully onboarded and trained 8,000 users, resulting in substantial business value amounting to millions of pounds.</p> <p><b>What the difference looks like</b></p> <p>John Lewis Partnership swapped manual spreadsheets for real-time data visualisations. Now, this centralised data enables partners to self-serve and focus on customer interactions. Here’s how:</p> <ul> <li>Ten thousand Partners can independently explore their real-time sales and inventory data, and act on insights from a single source. They can then easily collaborate by sharing these visualisations in <a href="https://www.salesforce.com/products/slack/overview/">Slack</a>, enabling teams across the business to make data-driven decisions from a shared view of their data.</li> </ul> <ul> <li>Waitrose food shops are empowered with real-time, actionable insights to manage their floor inventory and better meet their customers’ expectations. Stores can anticipate the needs of their customers and ensure the right products are available at each location, contributing to the perfect order rate.</li> </ul> <ul> <li>Data-science models built on <a href="https://www.tableau.com/">Tableau</a> predict what and how much Waitrose bakeries should produce, saving partners time, reducing waste, and maximising profits.</li> </ul> <ul> <li>The company also uses <a href="https://www.salesforce.com/products/service-cloud/overview/">Service Cloud</a> to support both online and in-store shoppers. Users can create, review, or edit existing cases, which helps deflect calls to the contact centre. Einstein Bots provide fast, convenient answers for website users and those who write in from WhatsApp.<ul> <li><a href="https://www.salesforce.com/products/service-cloud/features/visual-remote-assistant/">Virtual Remote Assistant</a> provides clear and timely video communication between customers and agents. If a furniture delivery is damaged, John Lewis agents can determine how the damage was caused, resolving the matter faster for customers and eliminating the need to dispatch a field rep.</li> <li>Together, both solutions have helped the company save an average of £1 million in call centre costs per year.</li> </ul> </li> </ul> <ul> <li>The John Lewis Partnership has also improved its marketing efficiency and engagement with automation from <a href="https://www.salesforce.com/products/marketing-cloud/overview/">Marketing Cloud</a>. With help from Salesforce Professional Services, the company migrated its marketing in-house from a managed services partner for greater self-sufficiency.<ul> <li>Now, the team can create and deploy email and SMS campaigns themselves with templated content and creative assets, leading to 75% faster production time. The John Lewis Partnership can even produce marketing campaigns in a single day, enabling much faster reactions to changing trade, market, and customer requirements.</li> </ul> </li> </ul> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid margin-20-top-lg margin-20-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-rain bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-center col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-stratus metric-lg margin-30-top-lg "> <p class="value text-center">10,000</p> </div> </div> <div class="headingComponent parbase section"> <p id="partners-using-tableau" class=" h4 text-stratus text-center salesforce-sans-bold margin-10-top-lg margin-30-bottom-lg " style="; "> <span class=" header-text "> partners using <br/> Tableau </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-stratus bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-snow metric-lg margin-30-top-lg "> <p class="value text-center">75<span class="symbol-trailing">%</span></p> </div> </div> <div class="headingComponent parbase section"> <p id="faster-marketing-production" class=" h4 text-snow text-center salesforce-sans-bold margin-10-top-lg margin-30-bottom-lg " style="; "> <span class=" header-text "> faster marketing <br/> production </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="more-resources" class=" avantgarde-l text-stratus text-left avant-garde-demi margin-40-top-lg margin-30-top-xs margin-20-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> More Resources </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/resources/customer-stories/southwest-airlines-employee-experience/?d=cta-bottom-row-1"> <a href="/resources/customer-stories/southwest-airlines-employee-experience/?d=cta-bottom-row-1" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="Want Happy Customers? 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Learn from the Southwest Airlines® Employee-First Mindset.</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Southwest Airlines" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/customer-story/production-southwest-resource-card-1200x675.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="customer-story" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg " style="; "> <span class=" header-text "> Customer Story </span> </p> </div> <div class="headingComponent parbase section"> <p id="want-happy-customers-learn-from-the-southwest-airlines-employee-first-mindset" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-bottom-lg bottom-row-headline" style="; " data-equalize="bottom-row-headline"> <span class=" header-text "> Want Happy Customers? Learn from the Southwest Airlines® Employee-First Mindset. </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/resources/customer-stories/southwest-airlines-employee-experience/">Want Happy Customers? 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"> <span class=" header-text "> Article </span> </p> </div> <div class="headingComponent parbase section"> <p id="boost-sales-team-productivity-and-grow-revenue-with-crm-analytics" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-bottom-lg bottom-row-headline" style="; " data-equalize="bottom-row-headline"> <span class=" header-text "> Boost sales team productivity and grow revenue with CRM analytics </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/resources/articles/crm-analytics-for-sales/">Boost sales team productivity and grow revenue with CRM analytics</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg margin-30-bottom-xs bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/resources/guides/data-strategy-playbook/?d=cta-bottom-row-3"> <a href="/resources/guides/data-strategy-playbook/?d=cta-bottom-row-3" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/customer-story/unlock-analyze-act.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg " style="; 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