Episode #14
More Data, Fewer Known Customers: Retail's Quiet Problem | ️ Meriel Neighbour, Ex-Director of Technology Delivery and Transformation @ River Island
️ Meriel Neighbour has spent 15 years inside some of Britain's most recognised retailers - Selfridges, Ted Baker, Clarks, and, most recently, embedded within IKEA as the person accountable for landing large-scale technology programmes, not just designing them. What she found, across every organisation, is a version of the same problem: more data, more systems, more loyalty infrastructure and still, a retailer that can't tell you who walked through the door today. In this conversation, she dismantles the comfortable myths - that transformation fails because of technology, that loyalty programmes are working, that you know your in-store customer. And she maps exactly where the gap between data collected and customer actually known is about to become a much bigger problem than most retailers are prepared for.
