John Lewis Partnership Enhances Online Shopping Security

This case study outlines how John Lewis Partnership, the U.K.’s largest employee-owned business, has collaborated with ACI Worldwide to enhance its online shopping security and provide a seamless checkout experience. The document details the challenges faced by John Lewis in maintaining high customer service standards while adapting to the growing demand for online shopping. Key challenges included delivering a frictionless checkout experience, improving customer loyalty, and keeping fraud rates below the industry average. The partnership with ACI Worldwide has been ongoing for 17 years, during which John Lewis implemented the ACI Fraud Management solution to automate payment strategies and improve acceptance rates. The results of this collaboration include a significant increase in online transactions and a reduction in denied orders, all while ensuring robust protection against fraud. The case study emphasizes the importance of strategic collaboration and innovation in achieving customer service excellence in the evolving retail landscape.