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December 19, 2016 | Press Release

John Lewis builds on its market-leading customer experience with Monetate

LONDON, UK – John Lewis, a UK department store, is looking to build upon its reputation for market-leading customer experience, by extending personalisation experiences on its website through marketing platform Monetate.

Jon Carthew, Senior Online Insight Manager at John Lewis, said:

“Customer service and satisfaction is a key cornerstone of our proposition across all channels.  With continued growth in ecommerce and increasing numbers of consumers looking to shop online, we aim to use the Monetate platform to optimise the customer journey through johnlewis.com.”

Using personalisation not only allows the brand to engage more effectively with its customer base, but also results in increased loyalty and customer engagement. The Monetate platform allows John Lewis to tap into the range of data available to personalise experiences, including geolocation, website interaction and previous purchase behaviour.

Mike Harris, VP EMEA at Monetate, said:

“John Lewis is a brand that everyone recognises for its great customer service. With the help of Monetate personalisation, numerous brands have improved the relevancy of the customer experience, resulting in significant improvements to both customer loyalty and also business impact. Our aim is to help John Lewis continue to bring its great service and experience to its online offering.”

Meeta Sodhi, CRM Team Manager, Communications at John Lewis, adds:

“We’re always aiming to improve the experience for our customers. Working with Monetate for website personalisation will help us in provide our web visitors the same seamless and tailored shopping experience as that provided by our in-store partners.”

About Monetate

Monetate, the global leader in personalization software for consumer-facing brands, enables marketers to create truly individual experiences that surprise and delight every customer, increasing engagement and improving performance.

Monetate’s approach to personalization starts with the understanding that each individual is unique, and instantly chooses the best interaction for each one. Unlike testing, which identifies the best choice for everyone, or segmentation, which defines the best choice for a group of people, Monetate’s 1-to-1 personalization engine reflects the full diversity of human beings and creates an experience for each one, in each moment.

In order to deliver true 1-to-1 experiences, Monetate’s platform is:

  • Independent, so you can use any best of breed solution in your marketing stack and not be tied to one vendor’s offerings;
  • Open, so marketers can use all of their data wherever it sits, push a decision to any touchpoint and pull the results back into their data/analytics infrastructure;
  • Real-time, to enable interactions based on a customer’s in-session behavioral and event data that get their attention in increasingly narrow buying windows; and
  • Bionic, giving the creative marketer the power to manage a machine learning engine and operate at 1-to-1 scale, for real.

Founded in 2008, with offices in the U.S. and Europe, Monetate is used by leading brands around the world and influences billions of dollars in revenue every year for QVC, Newegg Inc., J. Crew Group Inc., The North Face, and hundreds of other market leaders.

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