Contact

Future-Proofing Retail Strategies with Data-Led Insights & Personalisation

Mastercard Insight Report

Introduction

The retail industry is undergoing a rapid transformation driven by evolving consumer expectations and behaviours. Leaders today must navigate a landscape where personalisation, seamless omnichannel experiences and data-driven decision making are no longer optional – but are essential to survival. While many organisations recognise the immense potential of their data, significant gaps still remain in operationalising insights, integrating technology, and cultivating essential digital capabilities of the future. 

This was the strategic context that drove discussions during the recent executive roundtable hosted by Mastercard, supported by Connect Media. Following the theme of future proofing retail strategies with data-led insights & personalisation, the roundtable convened industry leaders to explore how Mastercard has become a strategic partner for businesses when it comes to unlocking growth through data, enhancing customer loyalty, and staying ahead in an increasingly competitive market. 

Conversations were led by Nicola Clement, Advisor, Consultant & Mentor with exclusive insights from Tim Halaska, Former General Manager – Digital Strategy Asia, Toys “R” Us and Matthew Horn, Group General Manager Customer and Digital, Country Road Group.

Bridging the Gap: From Data Insights to Delivery

Retailers today have access to vast amounts of data, yet many struggle to translate insights into tangible business outcomes. Siloed systems where e-commerce, store, and supply chain data fail to communicate force teams to rely on gut decisions rather than real-time insights, creating costly inefficiencies and missed opportunities for growth.  

The use of digital technologies such as inventory forecasting tools are often ignored in favor of manual processes, due to employee distrust and skill gaps. As one speaker noted during the round table, “Gone are the days where you run a query, get all this data, put it in an Excel sheet… People on the ground need to see that data and use it – and they need to trust it.” 

To compete in the future, retailers must democratise their data access – equipping frontline teams with intuitive tools and training to act on insights. Adopting a test-and-learn mindset is key – where starting with small, high-impact data initiatives can help build organisational confidence in broader data-driven strategies. This shift requires embedding data fluency into daily operations where every team, from merchandising to store ops, sees data as their responsibility. 

Redefining Personalisation with Data

While AI-powered technologies have captured retail headlines, many businesses still struggle to embed personalisation effectively across their engagement strategy. 

Fragmented technology stacks where CRM, loyalty programs, and e-commerce platforms operate independently still hinder the delivery of seamless customer experiences. The result? Customers receive irrelevant promotions and engagement from businesses – eroding trust and future spending. 

Integrating a centralised decision engine that powers recommendations across all touchpoints –from email and mobile to in-store- can significantly enhance loyalty and drive revenue. Similarly, behavioral segmentation can deliver immediate improvements without requiring complex AI models. The key is to prioritise quick wins, like tailoring loyalty rewards to purchase history, to prove ROI and build momentum for future AI adoption.

Forging a Data-First Mindset

The most significant barrier to data-led transformation is not technology, but the people that use it. Many retailers face dual challenges: legacy teams clinging to intuition-based decisions, and frontline employees lacking the tools or training to act on insights. As one roundtable participant noted, “We deployed an inventory forecasting tool across 160 stores, but teams gradually reverted to manual processes because they simply didn’t trust the system.” This divide creates a costly cycle where data is either ignored, misunderstood, or leveraged inconsistently, ultimately undermining ROI on tech investments. 

Forward-thinking retailers are breaking this pattern through a variety of approaches: 

  • Role-specific upskilling: Training employees to interpret demand forecasts and equipping them with real-time dashboards  
  • Cultural Incentives: Tying performance metrics to data-driven outcomes 
  • Cross-functional Collaboration: Holding regular data reviews where teams jointly solve problems with insights 


Those that embed these cultural shifts and practices today, will be better positioned to not just adapt to change, but lead it – turning data fluency into a competitive weapon for the future. 

Conclusion

Retail’s future belongs to those that make data-driven transformation their core strategic imperative – unlocking opportunity through insights and everyday customer interactions. To thrive in this new era, retailers must move beyond siloed data systems and embrace a cultural mindset where data fluency empowers teams at all levels. 

The journey begins with breaking down barriers through democratising access to insights while equipping teams with tools they trust and understand. Pragmatic steps like behavioral segmentation and targeted personalisation can deliver quick wins, proving the value of data-driven strategies before scaling more complex solutions. 

However technology alone isn’t enough. Lasting success requires cultivating an environment where data literacy is nurtured through continuous learning, rewarded through meaningful incentives, and cross-functional collaboration. This cultural shift turns data from a mere functional tool into a long-term competitive advantage. 

Mastercard plays a pivotal role in this transformation journey, providing businesses with the infrastructure and expertise to future-proof their retail strategies. In an era of rapid change, data literacy is no longer optional – it’s the key to retail success.  

Download the Insight Report
Studio 2, 21 Mary Street,
Surry Hills,
NSW 2010, Australia
Phone: +61 2 8004 8590
Email: team@connectmedia.com
Connect Media is committed to improving the ongoing sustainability of our events. We aim to minimise our environmental footprint and seek to ensure a continued focus on both the short- and longer-term impacts that may affect our people, clients and community. We are committed to reflecting the diversity, both visible and invisible, of our society across all our events, and always seek to do so to the best of our ability.
Linkedin
Contact
© 2025 Connect Media and Communications Group Pty Ltd
close menu icon

Contact

Phone Number:
02 8004 8590

Subscribe







Interested In*:

Arti Oza

As Connect Media’s sole Designer, Arti is responsible for the creative visual direction and design of our entire suite of multimedia commercial and promotional material. She holds a Bachelor’s Degree of Design in Animation from the University of Technology Sydney. Arti’s artistic skill extends beyond her diverse corporate portfolio, and she has been known to draw incredibly realistic and stylised portraits of people.

Caprice Jee 

As the Event Producer, Caprice is responsible for acquiring the speakers to perform keynotes and participate in panel discussion. She liaises with C-suite and senior level executives to ensure that they are well-prepared for their speaking arrangement. She also supports sponsor needs through roundtable offerings.
 
Caprice holds a Bachelors in Psychological Science from UNSW, a background in Recruitment, and thus extensive corporate background knowledge. In her spare time, Caprice loves to cosy down with a good book and hot cup of peppermint tea. 

Mitch Cohen

As Head of Content & Strategy, Mitch is responsible for developing  the strategic-agendas for our entire portfolio of industry and bespoke events, as well as the design, execution and editorial oversight of B2B content marketing services for our clients. 

In his free time Mitch enjoys exploring Sydney’s music scene, surfing and a good cup of coffee. 

Lachlan Watts

Lachlan is responsible for driving strategy and partnerships across Connect Media’s portfolio of events and digital services. With a background in marketing, communications, and stakeholder engagement, he’s passionate about delivering value for clients and building strong, long-term relationships. Outside the office, Lachlan keeps busy as a drummer, and is heavily involved in community service & volunteering.

Lisa Eam

As Client Event Manager, Lisa is responsible for the seamless, back-end management of our event operations. She also charges the management of client, speaker and sponsor needs across both our event and bespoke roundtable offerings. Lisa holds a Bachelor’s Degree in Management in Events and Leisure from the University of Technology Sydney and has an extensive background in venue management and hospitality.

She currently holds the office title of ‘In-House Expert’ when it comes to the Sydney culinary scene, and is often the envy of all our office lunches.

Jack Martin

Jack leads sponsorship, business development, and client relationship management for our leading organisations. With a background in supply chain, he brings a strategic approach to creating meaningful impact for clients and building long-term, trusted partnerships. Outside of work, Jack is passionate about meditation, golf, and travel.

Malin Haug

As Event Manager, Malin is responsible for the seamless back-end management of our event operations. She also leads the management of client, speaker, and sponsor needs across our events and bespoke roundtable offerings. Malin holds a Bachelor’s Degree in Event Management from the University of Technology Sydney and brings extensive experience from the event space and customer service to her role.

Malin is an eager hobby sewist and creates her own clothes. Whether it’s a carefully crafted blouse or a tailored vest, chances are she’s sporting one of her designs whilst on-site

Jane Forbes

As Marketing Director, Jane plays a pivotal role in realising our long-term marketing agenda. Before assuming her current role, Jane served as Connect Media’s Data Manager for over two years. Jane holds an Advanced Diploma in Hospitality Management, and has over a decade’s dedicated senior experience in the events space. Jane enjoys escaping the hustle and bustle of the city to spend quality time at the beach with her young family.

Bridee Arrighi

As Operations Director, Bridee has operational oversight of our entire event portfolio, including stakeholder relations and end-to-end event management. Bridee graduated from Macleay College with a Bachelor of Business specialising in Event Management, and has over five years’ dedicated experience in the events space.

Bridee has a passion for the outdoors, and was quick to commandeer the best window seat in our office.

Dominic Patterson

Since founding the company in 2009, Dominic has fostered a culture of innovation and creativity, producing world-class conferences and pioneering advancements within the industry.

A media entrepreneur with over 20 years’ experience in B2B communications and events, Dominic has led Connect Media to be twice recognised as a BRW Fast Starter, a BRW Fast 100 Company, and a SmartCompanySmart50.

A keen sportsman and a supporter of the performing arts, Dominic maintains an active interest in public policy and has hosted a radio show with several listeners.

He has a Bachelor of Arts in Management (Economics) from the University of Westminster in London, certificates from AFTRS, NIDA and is a member of the Australian Institute of Company Directors.