You know everything about your customers. Yet they still can't tell.

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 personalisation. 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 We’ll Explore

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.
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.
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.

Rachael Rea-Palmer
Director of Retail & Hospitality, Red Badger

Rachael has over 15 years of experience driving product strategy and digital transformation across some of the UK's most iconic consumer brands.

Having held senior Product leadership roles at John Lewis and Net-a-Porter, she has a deep understanding of what it takes to build best-in-class digital experiences in competitive, customer-centric environments.

At Red Badger, Rachael works closely with clients across the retail and hospitality sectors to define bold digital strategies, modernise legacy platforms, and build the capabilities teams need to innovate at pace - combining commercial acumen with a genuine passion for creating products that truly serve customers needs.

Sam O'Neill
Digital Consultant

Sam O'Neill has spent over fifteen years at the intersection of eCommerce, content, and customer experience across a host of retailers including Fenwick, Fraser and Hobbs - and most recently as Group Product Lead for Onsite Experiences at John Lewis & Partners, where she has lead the teams responsible for content, ad tech, analytics implementation, design system, and web architecture.

Her focus is one of the most pressing challenges in retail: turning accumulated customer data and content infrastructure into something that actually responds to the individual. She has led John Lewis's content transformation strategy - migrating millions of assets and building toward a composable, COPE-driven architecture - with the explicit goal of unlocking automation and personalisation at scale.

Sam brings a practitioner's perspective: the commercial case, the organisational friction, and what it takes to build the platform foundations that make personalisation possible in practice - not just in theory.

Annette Rowson
Analytics and Experimentation Lead, Primark

Annette Rowson is a digital analytics and experimentation leader with over a decade of experience embedding data-informed decision-making and test-and-learn cultures within large organisations, including Curry's, N Brown Group and Primark.

Currently Analytics and Experimentation Lead at Primark, Annette has helped the brand move from traditional brick-and-mortar retail to an experimentation-forward organisation which champions a culture of data-driven excellence.

She speaks to her real-world experiences of securing organisational buy-in, aligning cross-functional teams, and using insights to drive meaningful outcomes.

Robbie Grant

Economist, Mastercard

Robbie Grant is an economist specialising in consumer spending analysis and macroeconomic research, with experience applying data-driven insights to some of the world's most complex economic questions across the UK, Europe and beyond.

As an Economist at Mastercard's Economics Institute, Robbie plays a key role in translating vast amounts of spending data into actionable economic intelligence, covering everything from sector-level consumer trends to the broader impact of geopolitical uncertainty, energy prices and AI on the economy.

He speaks from real-world experience of producing research that informs business strategy, presenting economic outlooks to industry audiences, and making sense of the forces shaping how and why people spend their money.

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 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 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.

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

REGISTER NOW

What you need to know:

Who is this for?

What We’ll Explore

On the Evening

Speakers