London's oldest luxury retailers built a single customer view across online, in-store, phone, and restaurant, going from proof of concept to production in under 3 months.
"We have never been able to do that properly before — understand how customers are shopping with us, whether online, in-store, over the phone, or in restaurants. Zingg has really helped us out in doing that."
Jonathan Moss, Director of Customer Engagement
Fortnum & Mason
Fortnum & Mason is a heritage luxury retailer dating back to 1707, with flagship stores in London and Hong Kong. They serve customers across online, in-store, phone, and restaurant channels, each generating separate, unconnected records with no shared customer identifier across systems.
Customer data was fragmented across restaurant bookings, email sign-ups, and online and in-store transactions, with no unified identifier. A third-party identity resolution tool provided non-persistent identifiers with limited transparency, and sharing the full dataset raised privacy compliance concerns. The team had no holistic view of how customers were actually shopping across channels.
Fortnum & Mason evaluated Zingg Community to test and validate, then built a business case to move to Zingg Enterprise on Databricks. Within 2–3 months, they went from proof of concept to a live, persistent Single Customer View.
Jonathan Moss, Director of Customer Engagement
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