Known Strangers
You know everything about your customers. Yet they still can't tell.
Private Dining, L'Escargot, Soho
13 May, 18:00 - 22:00
Retailers have never held more data on their customers. Purchase history, browsing behaviour, returns, redemptions, moments of hesitation. Years of signals, accumulated across every touchpoint. Enough, in theory, to know each person individually.
In practice, many retailers greet their best customers like strangers. The homepage is the same. The email is the same. The in-store experience has no memory of anything that came before. There may be some segmentation and proportion; there will be some loyalty schemes, but these are often not fully integrated.
Not because the intent isn't there but because the systems weren't built to act on those signals together, in the moment, as one coherent response.
The capability to close this gap now exists. Mastercard's transaction intelligence gives retailers a view of their customers beyond their own data, where else they shop, what life events are shifting their spending, where loyalty is quietly eroding. Dynamic Yield's personalisation engine acts on signals in real time. Amplience's content infrastructure delivers at individual scale. Red Badger builds the architecture and capabilities that enable it all.
The question is no longer whether this is possible. It's whether your platform is built to deliver it. And what it would take to get there.
What you need to know:
Who is this for?
Senior retail leaders with accountability for customer experience, digital, or technology strategy. The person carrying the question: we have years of customer data - why aren't we using it?
Especially useful if:
- You're invested in customer data, CX and are interested in progressive approaches.
- You have a CDP, a CRM or a personalisation tool that could be working harder for you.
- You know what your customers want and do, but find that CX feels bland and abstract.
What We’ll Explore
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The state-of-play. What does the gap look like from where you're sitting? Temperature check: what's running in production, what's working, what isn't closing.
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The art of the possible with real-time personalised insights and content. What the service blueprint can look like using the latest capabilities. And what platform decision and deployment looks like in practice.
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What needs to happen. What would it take for your organisation to close the gap? Specifically - what's the decision that needs to be made, and what's standing in the way.
On the Evening
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18:30 - The evening will begin with a drinks reception and an overview from the Mastercard Economics Institute on what transaction data actually shows about customer relationship quality in retail.
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19:00 - A facilitated discussion with provocations designed to spark thinking around building a joined-up intelligence and personalisation layer, truly understanding customer wants, and setting a commercially prudent plan.
About your organisers:
Dynamic Yield by Mastercard – The Experience Optimization Platform
Dynamic Yield helps digital leaders deliver individualised experiences at every customer touchpoint. Trusted by over 400 global brands – McDonald’s, Marks & Spencer, Lacoste, Sephora – they sit at the intersection of data and execution.
As a Mastercard company, they provide the robust infrastructure needed to scale personalisation across web, app, email, and kiosks. Their AI-powered technology enables enterprises to test, optimise, and tailor the customer journey in real-time, driving measurable loyalty and revenue growth.
Amplience - The AI Content Platform for Commerce
Amplience empowers retailers to take full control of their digital experience by combining a powerful CMS with automated media delivery. They work with global retail giants - Crate & Barrel, Ulta Beauty, Coach, Gap - to turn inspiration into sales.
Their platform allows brands to create, manage, and deliver high-performance content at scale. By leveraging AI-driven workflows, Amplience helps enterprises reduce technical complexity and deliver shopping experiences that are fast, fluid, and visually stunning.
Red Badger - The Digital Product Consultancy for Enterprise
Red Badger helps modern enterprises continuously evolve their products and services. We work across Financial Services leaders (JPMorgan Chase, Barclays, HSBC, Compare the Market), global media (FT, BBC, Sky), leading brands (Fortnum's, Selfridges, Nando's, Levi's) and Public Sector (Government, agencies and their suppliers).
The platforms and products we build drive critical revenue and business lines. We craft digital products customers love, build next generation platforms and embed new digital capabilities across enterprises.
