Case Study: New Look boosts ROAS 50% and surfaces an £8.1m omnichannel opportunity with Amperity
Key results
The challenge
Unreliable customer profiles prevented New Look from personalizing across channels, and fragmented data disguised many high-value customers as separate records. Frequent tech-stack changes and slow implementations hampered data-mapping projects, while technical teams manually pulled lists and managed ETL workflows.
The solution
New Look adopted always-up-to-date customer profiles using Databricks' Data Intelligence Platform with Amperity Bridge. Bidirectional data sharing processed over 7.5 billion records in minutes without complex schema mapping, and Amperity's AI-powered identity resolution surfaced 3.4 million customer profiles previously fragmented across records.
“This partnership represents a fundamental shift in how we approach customer data. These insights allow us to launch campaigns that incentivise customers to shop both online and in-store, driving higher lifetime value.”
DCDaniel ChasleChief Data Officer, New Look
The results, in context
Amperity reported a 50% boost in ROAS using an Amperity-built audience, a 24% increase in high-value customers identified, £1m in media savings, and an £8.1m opportunity from converting 1% of single-channel shoppers to omnichannel. New Look also identified that 71% of its top customers shop multiple channels. Figures are quoted from Amperity's published New Look customer story and dated.