I’m always overwhelmed whenever I walk into a Home Depot. Not because I’m not a handyman. I’m not too shabby with power tools, and I know my light bulbs given my experience in the clean energy industry.
No, it’s the kitchen and bath section. That place is scary! I can remember being a kid and spending hours at one of those stores watching my parents and a sales rep try to make sense of the mess that is custom home furnishing.
Makes me glad I still rent.
However, one leading retailer is doing some pretty impressive things with modern technology to help transform the customer experience.
John Lewis, the largest department store retailer in the UK, recently took the first steps towards modernizing these efforts by deploying their “Customer Project Management” (CPM) application. Using the Appian Cloud solution, CPM allows John Lewis employees (called Partners in the co-owned business) to accelerate how customer orders are managed and fulfilled for Fitted Kitchens, Floor Coverings and Made to Measure Curtains and Blinds. This new solution is part of the John Lewis ambition to further improve and optimize the customer journey through digitization, automation, data and analytics.