John Lewis Partnership and dunnhumby launch improved Insights Platform

• Platform provides real-time insights on customer loyalty and repeat purchase behaviour
• Granular insights enable more responsive strategic decisions based on customer preferences and behaviour
• Customer Insights will also help inform high-impact Retail Media activation plans for brands

London, UK: 30 October 2024 - John Lewis Partnership has launched a new platform allowing brands to revolutionise the way they connect with shoppers.

The John Lewis Partnership Insights Platform is designed in partnership with the global customer data science company, dunnhumby, and allows Waitrose, John Lewis and their supplier brands to harness the power of customer data analytics.

Following a successful pilot earlier this year, the Platform is already delivering a more tailored and rewarding shopping experience for John Lewis Partnership customers, as well as increasing sales for brands.

The Insights Platform uses dunnhumby's expertise in AI to produce actionable insights - both into their brands’ individual performance, as well as the overall performance of their wider category. This allows brands to develop a deeper understanding of how they’re trading, as well as customer behaviour and shopping habits.

Using business intelligence (BI) the Platform allows brands to delve into data, with 27 predefined insights reports answering questions like ‘who buys my brand and category?’ or ‘how are customers switching brands over time?’.

Across Waitrose and John Lewis, over 50 of the UK’s leading grocery, home and fashion brands - including Coty, Charlie Bighams, Kimberly-Clark, Red Bull, Gail’s, Pip & Nut, and KP snacks - are already accessing rich customer insights since the pilot launch.

Catherine Hall, Category Insights Manager at Charlie Bigham’s, says: "We’re now able to develop an insightful understanding of customer behaviour, and as a result, we can place the customer at the heart of strategic decision-making. Our experience with the Platform has been seamless from the start – it’s intuitive, user-friendly, and the dunnhumby team have been on hand to help us maximise its potential."

Victoria Ritchie, Director for Flagship and Department Stores at Coty, added: "We’re thrilled to have deeper insights and understanding into our portfolio of brands shopper behaviours, allowing us to proactively pivot our campaigns on NPD and existing brands to maximise our shopper experience and subsequent sales. dunnhumby also gives us the tools to plan effectively new segments such as ancillaries and shopper gains from competitors. It’s been a game changer in ways of working."

John Lewis Partnership Insights Platform uses the powerful data science behind dunnhumby’s leading products, Shop and Assortment, which provide detailed insights and understanding of shopper behaviour, helping brands to know where their products play versus the competition, and identifying where opportunities lie.

Key benefits for brands using the John Lewis Partnership Insights Platform include:

• Customer-focused sales strategies: Brands and retailers who use insights to put the customer at the heart of every decision will often see a 1-3% sales increase.
• Category transparency: Product-level and category performance stats help brands to drive repeat purchases and long-term customer loyalty.
• Collaborative planning: Shared insights allow brands to have a say on strategic retailer priorities, such as store layouts, product selections, product launches, and retail media.

The announcement compliments recent Retail Media launches from the John Lewis Partnership which - via its partnership with Epsilon - has helped brands harness customer insights to improve their advertising on John Lewis’ and Waitrose’ websites.

The insights provided through dunnhumby will be used to help the Partnership better understand growth opportunities for brands and suggest a Retail Media strategy to achieve this.

Tom Langley, Head of Retail Media and Insights from John Lewis Partnership, said: "Our work with dunnhumby has supercharged the insights we can offer to our partner brands. As a result, we’re improving the customer experience, and making sure people see offers that are relevant and interesting to them. We’ve had brilliant feedback from brands so far, who are already seeing tangible results, and we’re excited to roll it out even further."

Rachel Eccles, Client Director for John Lewis Partnership at dunnhumby, commented: "Waitrose and John Lewis are trusted and respected names in UK retailing, and we are very excited about this partnership. It allows us to harness rich insights from customer data and enables John Lewis, Waitrose and their brand partners to deliver a best-in-class shopping experience for customers nationwide."

To find out more, visit JLP Insights & Media website

 
Media inquiries: Gavin Greene, dunnhumby: gavin.greene@dunnhumby.com

 
About the John Lewis Partnership

The John Lewis Partnership is the UK’s largest employee-owned business, operating two of Britain’s best-loved retail businesses – John Lewis and Waitrose. In 2023, over one million more customers across the UK chose to shop with their iconic brands, demonstrating their commitment to the quality, value and service we provide. Their Purpose is to create a happier and more sustainable future for their employees, who are Partners in the business, customers, suppliers and communities. Their focus is on investing in their brilliant retail businesses to continue delighting customers, delivering exciting new innovations, and offering excellent service delivered by their Partners.

John Lewis’s omni channel presence spans 36 shops across the UK, johnlewis.com and the John Lewis App as well as over 13,000 click & collect points nationwide.

About dunnhumby

dunnhumby is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First. Our mission: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers.

With deep heritage and expertise in retail — one of the world’s most competitive markets, with a deluge of multi-dimensional data — dunnhumby today enables businesses all over the world, across industries, to be Customer First.

The dunnhumby Customer Data Science Platform is our unique mix of technology, software and consulting enabling businesses to increase revenue and profits by delivering exceptional experiences for their Customers – in-store, offline and online. dunnhumby employs over 2,500 experts in offices throughout Europe, Asia, Africa, and the Americas working for transformative, iconic brands such as Tesco, Coca-Cola, Meijer, Procter & Gamble, Raley’s, and L’Oréal. Learn more at www.dunnhumby.com.