Case Study: John Lewis achieves stronger brand loyalty and higher sales with Adobe Experience Manager

U.K. retail icon caters to cross-channel customers with compelling experiences using Adobe Experience Manager

John Lewis, the 150‑year‑old U.K. retail brand with 42 shops, 320 Waitrose supermarkets and a major online business, needed to mirror its high in‑store service online. The team had to manage thousands of product images and thousands of product variations (for example, furniture available in 400 fabrics) and use video to educate cross‑channel shoppers to drive loyalty and lifetime value.

By deploying Adobe Marketing Cloud’s Experience Manager (Assets with dynamic, personalized media and video), John Lewis lets customers dynamically change colors and upholstery and view immersive product videos online. The solution raised the quality of digital experiences, increased shopper engagement and conversions, and strengthened customer service and brand loyalty across channels.

John Lewis

Shane Chapman

Digital Asset Manager