{"id":3113,"date":"2017-11-01T14:04:55","date_gmt":"2017-11-01T14:04:55","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=3113"},"modified":"2017-11-01T14:04:55","modified_gmt":"2017-11-01T14:04:55","slug":"retailer-john-lewis-predicting-future","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/retailer-john-lewis-predicting-future\/","title":{"rendered":"How the John Lewis Partnership Predicts the Future of Retail"},"content":{"rendered":"Disrupt or be disrupted.\n\nLeading high-end retailer\u00a0<b>John Lewis<\/b> believes this rule will guide the future of retail.\n\nThe partnership chain has 50 stores, 38,100 employees, \u20ac243 million in annual income, and a legacy reputation (153 years) to uphold. With these high stakes, the brand refuses to play it safe. They strive to embrace change \u2014 and better yet, lead change in their industry.\n\nThat is how John Vary, futurologist at John Lewis, came to head their in-house experimentation lab, dubbed &#8216;Room Y&#8217;, where the sky&#8217;s the limit. This lab provides free range for his team to test new technology, bring to life new products and provide a fully immersive experience for their customers.\n\nCollaborative by nature, this role sees him working across different areas and functions of the business to provoke different ways of thinking and help the Partnership predict the future of retail.\n\n<span class=\"il\">John<\/span>\u00a0is also responsible for the design and development of JLAB, the Partnership\u2019s technology accelerator, which has helped build and define numerous early-stage start-ups. He joined\u00a0<span class=\"il\">John<\/span>\u00a0Lewis from Burberry, where he held the position of innovation architect.\n\n<iframe loading=\"lazy\" src=\"\/\/frontiersconferences.23video.com\/v.ihtml\/player.html?source=embed&amp;photo%5fid=13152223\" width=\"625\" height=\"352\" frameborder=\"0\" scrolling=\"no\" allowfullscreen=\"allowfullscreen\"><\/iframe>\n\nHere, WalkMe talked to John about his role, strategy, and vision for the future of retail.\n<p style=\"text-align: left;\"><strong>WalkMe Team: <em>Buying furniture and personal goods are not initially thought of as a technological process, how were you able to make this shift to digitalize the process at John Lewis?<\/em><\/strong><\/p>\n<p style=\"text-align: left;\"><strong>John Vary:<\/strong> I think it is important to step back from the fact that this was furniture and think about your starting point when attempting to create something new. It is easy to focus on digital and technology, but in reality, you have to let go of the technology and <a href=\"https:\/\/www.walkme.com\/blog\/customer-service-statistics\/\" target=\"_blank\" rel=\"noopener\">empathize with the customer<\/a>. How do you want them to feel? What problem do they have without this concept and how can you add value? For me, value is the catalyst. Before anything else, you have to figure out how to drive value for your customers, and that line of thought will lead innovation.<\/p>\n<p style=\"text-align: center;\"><strong><a href=\"https:\/\/www.walkme.com\/pages\/cx-corporate-5-achieve-best\/?eco=cx&amp;adin=retailer-john-lewis-predicting-future-ll01&amp;land=cx-corporate-5-achieve-best&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\">Simplify your customer experience today with WalkMe.<\/a><\/strong><\/p>\n<span style=\"font-weight: 400;\"><strong>WalkMe Team:\u00a0<\/strong><em><strong>As a \u201cfuturologist\u201d \u00a0many of your ideas (like your interactive studio concept) are very forward thinking. How much internal resistance do you experience along the way?<\/strong> <\/em><\/span>\n<p style=\"text-align: left;\"><b>JV: <\/b>Pushback is natural when you predict or create challenges in today&#8217;s landscape or product market. That is why empathy and emotional intelligence are as important as creativity and problem-solving. Working with new innovations isn\u2019t like pushing a new product into shops, it is much bigger than that. We are promoting concepts that we believe in, and the only way they will succeed is if we collaborate as a team. Part of the process is ensuring colleagues in all areas of the business are sold on the journey, and take part in the creation process. You can never have access to all the insights and problems \u2014 \u00a0partnership is how we learn.<\/p>\n\n<blockquote>\n<h2><strong>&#8220;Pushback is natural when you predict or create challenges in today&#8217;s landscape or product market. That is why empathy and emotional intelligence are as important as creativity and problem-solving.&#8221;<\/strong><\/h2>\n<\/blockquote>\n<p style=\"text-align: left;\"><span style=\"font-weight: 400;\"><strong>WalkMe Team:\u00a0<em>How have you gone about building a digital culture in a traditional industry \u2014 \u00a0both, internally (employee side) and externally (customers)?<\/em><\/strong><\/span><\/p>\n<p style=\"text-align: left;\"><b>JV:<\/b> Creating an identity of innovation has always been an objective of mine. To do this I created \u2018Room Y,\u2019 basically a lab where I can test and anticipate the changing consumer landscape. I can search for what furniture, what styles, what technology our customers want tomorrow. We hired 2 people with the right mindset and motivation to help. They are responsible for creating human-centered concepts that drive value and spread this mindset across the Partnership.<\/p>\n<p style=\"text-align: left;\"><span style=\"font-weight: 400;\"><strong>WalkMe Team:\u00a0<em>What has been the greatest transformational hurdle that you have had to overcome at John Lewis? <\/em><\/strong><\/span><\/p>\n<p style=\"text-align: left;\"><b>JV:<\/b> Personally, I have worked very hard to connect with people, to avoid feeling like we need to overcome a transformational hurdle. The biggest hurdle, I suppose, is time \u2014 and the fact that everything is changing so quickly.<\/p>\n\n\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-3114 size-large\" title=\"The Future Of Retail\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/10\/image1.jpeg?w=1024&#038;h=819&#038;crop=1\" alt=\"The Future Of Retail\" width=\"640\" height=\"512\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/10\/image1.jpeg 875w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/10\/image1.jpeg?resize=300,240 300w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/>\n<p style=\"text-align: left;\"><span style=\"font-weight: 400;\"><strong>WalkMe Team:\u00a0<em>How do you ensure that new customers are exposed to all necessary features and capabilities of the product you have designed \u2014 especially when it comes to new technology that hasn\u2019t been widely adopted yet? \u00a0<\/em><\/strong><\/span><\/p>\n<p style=\"text-align: left;\"><b>JV: <\/b>The customer really is at the heart of everything we do. \u00a0We have an in-house UX lab that allows the Partnership to test new concepts with real customers. Equally important is working with our partners (employees) in store to ensure they are part of our process. In doing so, we continue learning to iterate and ensure real value is achieved.<\/p>\n<p style=\"text-align: left;\"><span style=\"font-weight: 400;\"><strong>WalkMe Team:\u00a0<em>What is your vision for the <a href=\"https:\/\/www.walkme.com\/blog\/digital-retail-revolution\/\" target=\"_blank\" rel=\"noopener\">future of the retail industry<\/a>?<\/em> <\/strong><\/span><\/p>\n<p style=\"text-align: left;\"><b>JV: <\/b>Without giving too much away, I will say that in the future of retail, what matters to us will not change and that is: Keeping the Customer is at the heart of everything we do. I will add that I am currently working on a piece of work looking at 2030, identifying potential scenarios based on different emerging trends we might see in technology, industry and consumer expectations. I will use this piece of work to provoke discussions internally.<\/p>\n<p style=\"text-align: left;\"><span style=\"font-weight: 400;\"><strong>WalkMe Team:\u00a0<em>What inspires you to come up with cutting-edge ideas?<\/em> <\/strong><\/span><\/p>\n<p style=\"text-align: left;\"><b>JV: <\/b>My biggest inspiration has to come from dreaming! Having the freedom to bring these dreams to life is what makes my job special. \u00a0We are surrounded by context and inspirational stimulus from the way children engage with toys and technology to the way we live our lives every day. The key is to remain forever curious, keep your eyes open and stay vulnerable.<\/p>\n<p style=\"text-align: center;\"><strong><a href=\"https:\/\/www.walkme.com\/pages\/digital-transformation-1\/?eco=digitaltr&amp;adin=retailer-john-lewis-predicting-future-ll02&amp;land=digital-transformation-1&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\">Learn how you can stay ahead of the digital transformation curve with WalkMe.<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"Disrupt or be disrupted. Leading high-end retailer\u00a0John Lewis believes this rule will guide the future of retail. The partnership chain<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":3123,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[89],"tags":[114,212,153],"class_list":["post-3113","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-transformation","tag-customer-retention","tag-retail","tag-wmb-dt"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Leading Retailer John Lewis Predicts the Future of Retail - WalkMe<\/title>\n<meta name=\"description\" content=\"When looking down the road at the future of retail, &quot;keeping the customer&quot; is at the heart of everything leading retailer John Lewis does.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.walkme.com\/blog\/retailer-john-lewis-predicting-future\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How the John Lewis Partnership is Predicting the Future of Retail\" \/>\n<meta property=\"og:description\" content=\"When looking down the road at the future of retail, &quot;keeping the customer&quot; 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