John Lewis has unveiled plans to accelerate its digital transformation through AI-powered shopping and social commerce, as part of an £800m multi-year investment programme designed to modernise its retail operations.
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The department store chain intends to integrate its product catalogue with AI discovery platforms such as ChatGPT and Google Gemini, enabling consumers to find, and eventually purchase, John Lewis products directly through AI-powered applications.
Dom McBrien, chief digital and omnichannel officer at John Lewis, said the strategy focuses on meeting customers where they are already searching for inspiration. He noted that enabling shoppers to move from discovery to purchase within a few clicks will be "a gamechanger".
Alongside the AI initiative, the retailer has also launched a 90-day pilot on TikTok Shop, offering a curated selection of beauty and gifting products, including a final release of its popular Mother's Day Beauty Box.
John Lewis is also expanding its rapid delivery partnership with Uber Eats, allowing customers near selected stores, including Stratford, Kingston, Cambridge and Liverpool, to order from around 3,000 products across home, beauty and technology categories, with delivery in 45 minutes.
The initiatives form part of the retailer's wider omnichannel strategy, combining AI discovery, social commerce and faster delivery services.
Source: www.retailgazette.co.uk
