Most retailers treat online and offline customer data as separate problems. Reliance Retail didn't. Starting with Tira, its omnichannel beauty platform, Reliance built a unified customer profile in Segment that now powers real-time, in-person recommendations through its beauty assistant IRA, and has scaled that same foundation across other business units despite legacy systems like POS never being built for it. This session walks through how Reliance is now pushing that foundation further with AI: forecasting fashion trends from social and competitor signals tied to a customer's "fashion passport," and automating post-order support and returns processing using the same customer profile data.

What you'll take away:

• How Reliance unified online and offline customer data into a single profile, and what it took to bridge legacy systems like POS into that setup.
• How a single CDP foundation scales across business units instead of being rebuilt brand by brand.
• Reliance's vision for a unified cross-brand customer profile, and why it's a model worth watching for any multi-brand retail or CPG organisation