digital transformation at john...
TRANSCRIPT
Digital Transformation at John LewisPaul Kennedy, CIO, APG & CoCIO Summit Sydney, 14 July 2015
au.linkedin.com/in/paulkennedy6/
All opinions are mine, not current or former employers!
Staying Relevant –Customer Expectations Change
http://www.powerretail.com.au/multichannel/john‐lewis‐1bn‐online‐sales‐milestone‐ahead‐schedule/
£1 Billion Online~30% of business
Successful Omni-channelRetailer
Largest UK employee-owned
business
2013: John Lewis
Automated DistributionEfficient and runs 24/7
http://www.logisticshandling.com/articles/2010/03/05/875‐knapps‐warehouse‐solution‐helps‐john‐lewis‐to‐achieve‐record
Optimised Route PlanningEfficient and Customer friendly
https://www.flickr.com/photos/stephenpoole/7863815996https://www.descartes.com/solutions/routing‐mobile‐telematics
Convenient DeliveryWhere and when the customer wants
In store kiosks3rd generation learning from previous versions
Omni‐channel customers spend 2x store only
http://www.retail‐week.com/analysis‐industry‐leaders‐talk‐bricks‐and‐clicks‐at‐retail‐week‐live/5045375.article
New store formatsLower stock holding, customer convenience
Social MediaListen!Respond in real timeAmplify good & bad messages
“a new type of thinking is essential if mankind is to survive and move toward higher levels”Einstein, 1946Source: New York Times ‐May 25 1946, p.13
Enabling Innovation
Innovation Culture
1. Engaged employees – see the benefits for themselves and organisation to innovate
2. Seek ideas at all levels. Engage internal social network (Google Groups, Yammer)
3. Freedom to experiment at low cost
4. Support & recognition for winning ideas
5. Learn from ideas that don’t work as hoped
AppyCustomersInternal team of 2 redesigned app from customer requests
Improved Store FinderBuy NowScan barcode in store to order/wishlist
QR Code PosterSome press but few scans
http://2d‐code.co.uk/john‐lewis‐qr‐code‐poster/
2011 trialLots of press, few sales
Magic Mirror
JLAB ‘Pitch’ JudgesExternal & internal teams pitch solutions to business challenges
http://www.simply‐communicate.com/case‐studies/company‐profile/pitching‐technology‐related‐ideas‐inside‐john‐lewis‐partnership
JLAB Finalists 2014• Localz: In‐store digital engagement using proximity and iBeacon to let retailers know online shoppers arrived as they walk through the door. http://vimeo.com/92114470
• Musaic: Stream music from any platform to multiple rooms in a house. https://www.youtube.com/watch?v=aK0dEgyUiOg
• SpaceDesigned: Online app allows consumers to create and view virtual 3D rooms & potential new furniture purchases. https://www.youtube.com/watch?v=pc_6wKSsPJE
• Tap2Connect: After‐sales service using smart labels to enable customers and retailers to track product lifecycle and ease on‐going service or repairs. https://www.youtube.com/watch?v=RHWuIvTaSuo
• Viewsy: In‐store sensors track customers, allowing retailers to better understand offer personalised and services. http://vimeo.com/51811261.
• More information at www.jlab.co.uk
Agility is criticalBut existing disciplines still matter: security, availability, performance, consistency
‘Big Data’ vs Security
2011 2013
Perfection and when can we ship?
"Legacy" IT
Efficiency, reliability, security and performance
"Modern" IT
Speed to deliver benefits
Lower risk & cost
Mash up the old & new
=?• Manage risk in each solution space
• Define clear interfaces where needed
• Allow 80% solutions & beta releases
• Pilot in low risk locations, scales or businesses, demonstrate success before rollout
Digital Transformation at John LewisPaul Kennedy, CIO, APG & CoCIO Summit Sydney, 14 July 2015
au.linkedin.com/in/paulkennedy6/