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AI

New Look deploys Amperity platform to boost customer experience

Image: Amperity

July 17, 2025

New Look, a U.K. fashion retailer, has deployed Amperity's AI-powered customer data cloud, integrated with the Databricks Data Intelligence Platform, to boost customer experiences across channels and drive revenue growth.

The deployment comes after a successful pilot program, according to a press release.

The technology lets New Look to connect data across all customer touch points — online and in-store — to better identify high-value customers and activate insights in real time.

Results from the pilot indicated a projected return on investment within the first quarter, driven by more efficient marketing campaigns, improved audience targeting and increased cross-channel conversions.

"With Amperity's AI-powered identity resolution, we've uncovered that 3.4 million customer profiles had been fragmented across multiple records," Jack Freeman, customer analytics manager at New Look, said in the release. "Most importantly, we discovered that 31% of our top customers were using multiple email addresses, making it nearly impossible to recognize and properly serve our most valuable shoppers."

"What's remarkable about New Look's transformation is how quickly they turned customer insights into action," Matthew Lubeck, general manager, EMEA at Amperity, said in the release. "We found that customers with multiple identifiers spend 95% more and place twice as many orders. This is the power of unified customer data in driving business impact."

Due to the ability to seamlessly share data between Amperity and Databricks, the full solution implementation took less than 90 days.

"This partnership represents a fundamental shift in how we approach customer data, we're now able to understand that 71% of our top customers shop across multiple channels, which is a key behaviour on the journey to becoming a high-value customer," Daniel Chasle, chief data officer at New Look, said in the release. "These insights allow us to launch campaigns that incentivise customers to shop both online and in-store, driving higher lifetime value."




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