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Loblaw Companies Limited
How Loblaw is Building on their 100-Year History Through Continuous Digital Innovation
Together we created and delivered on a roadmap for large-scale transformation.
Loblaw has been changing the way Canadians shop since the day they first opened in 1919. As expectations in the digital age set a new pace for change, they looked to establish fresh ways to innovate for the future, set themselves up for long-term relevance and stay ahead of external trends and threats.
The Imperative for Change
Though Loblaw has always had an unwavering focus on innovation and customer expectations, external pressures meant they had to work faster and systematically to achieve their goal of serving their customers’ needs for another 100 years.
The Transformative Solution
Loblaw Digital with the support of Publicis Sapient set out to build a world-class digital organization. Nothing was sacred. Everything was up for change. And a new agile roadmap for transformation was created based on three core principles: self-sufficiency, trust and scalability. Speed and innovation were imperative with a “continuous improvement” approach to everything.
Loblaw was first to offer grocery pick-up and delivery across Canada.
- PC Express online grocery shopping enabling customers to buy online and pick-up in one store—now expanded to 700 locations under 13 banners
- Online apparel retailer Joefresh.com
- Online cosmetic retailer BeautyBoutique.ca
- A new digital pharmacy to allow customers to securely refill prescriptions online
The Business Impact
Working hand in hand, the team has had explosive effects on Loblaw’s business, culture and customer experience in just four years together—without compromising their legendary quality. More importantly, the stage has been set to respond to and learn from Loblaw customers while anticipating their needs.
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