Client stories

John Lewis Partnership.

Creating a ‘North Star’ for omnichannel, end-to-end customer journeys.

John Lewis is famed for its omnichannel capability. We help the business understand how well it is performing in multiple combinations of different end-to-end customer journeys, across channels, categories, missions and customer segments. Yes, it’s a complex picture, but our work has helped bring real clarity about customers’ experience across different journey combinations – and particularly where they are not getting the experience they expect. In less than 2 years, our work has been adopted as the Exec’s ‘North Star’ measure.

Client: John Lewis Partnership

Project: Omnichannel journeys

Services: Design, tracking, advisory