Case Study: John Lewis achieves stronger customer loyalty and higher online conversions with Adobe Experience Manager

John Lewis nurtures brand loyalty, boosts sales

John Lewis, a U.K. retail icon, faced the challenge of creating an online shopping experience as richly immersive as visiting a store while managing roughly 4,000 product images and thousands of fabric variations and educating shoppers with video. To solve this, John Lewis deployed Adobe Experience Manager (part of Adobe Marketing Cloud) to centralize digital-asset management and enable dynamic, personalized media.

Using Adobe Experience Manager’s Assets capabilities — including dynamic media, personalized media, and video — John Lewis let shoppers dynamically change upholstery colors, view immersive videos, and explore thousands of product variations online. The solution simplified asset management, strengthened service and brand loyalty, increased shopper engagement, and produced a measurable positive impact on customer experience and conversion rates.

John Lewis

Shane Chapman

Digital Asset Manager