How Heal’s sees personalisation (it’s not about a single customer view)

Brian Carruthers

Furniture retailer Heal’s offers some advice on personalisation and how to choose your tech.

David Kohn, eCommerce and Customer Service Director at Heal’s, reckons he gets around 100 propositions every week from technology suppliers. Around half of those relate to personalisation and CRM, he says, “because that seems to be the way in which most people look at personalisation: try and build a profile of you, try and understand the sort of person you are and then try and deliver what you want”. 

The venerable British furniture and homeware retailer may have been going for more than two hundred years but it’s known for its range of contemporary items by young designers. When it...

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