Harvey Nichols teams up with OSF Digital to boost customer engagement with centralised platform

OSF Digital has unveiled a centralised platform for UK luxury fashion retailer Harvey Nichols. The initiative aims to equip Harvey Nichols' marketing team with advanced tools and insights, driving increased return on investment (ROI) and customer engagement. 

 "We are thrilled to strengthen our partnership with Harvey Nichols and Salesforce, delivering a transformative centralised platform that redefines customer engagement,” says Gerard Szatvanyi, CEO at OSF Digital.  

“This collaboration underscores our commitment to leveraging Salesforce's robust capabilities to empower Harvey Nichols with a unified customer view, driving innovation and growth in the luxury retail sector. Together, we are setting a new standard for personalised customer experiences that align with Harvey Nichols' esteemed brand heritage.”

OSF Digital has previously implemented a Salesforce Loyalty Management system for Harvey Nichols. Building on this, it is now enhancing the retailer's capabilities with Salesforce Data Cloud and MuleSoft integrations.

Goals include engaging existing customers, boosting retention, and attracting new leads through a centralised platform that enables marketers to elevate segmentation and targeting. By unifying customer data across all channels, Harvey Nichols aims to enhance engagement, personalisation, and conversion while enabling its CRM team to increase efficiency without IT dependency. 

This project involved deploying Data Cloud and leveraging MuleSoft integration for seamless connectivity between marketing cloud, loyalty, service, and third-party APIs. Einstein AI also played a crucial role, offering features like engagement scoring, send time optimisation, and next- est offer recommendations to personalise customer interactions across various channels.  

Harvey Nichols anticipates the following benefits:  

A unified customer identity for efficient segmentation and insights with native activation across every touchpoint. 

Increased acquisition and conversion through better communication, content, timing, relevance, and personalisation. 

A connected, personalised shopping journey to increase the share of wallet. 

Greater purchase frequency and order value by linking real-time data across business lines, enabling cross-selling and up-selling. 

Stronger retention with consistent, proactive, triggered personalised messaging across all channels. 

Fast to market with data driven marketing campaigns and immediate analytics capabilities. 

Streamlined tech stack and seamless integrations with easy maintenance and management. 

Accelerated growth and market share from strategic platform reinvestment with access to standardised Customer 360 data models.  

“We have been working towards a greater level of insight and personalisation for some time,” says Annabel Thorburn, E-commerce Director at Harvey Nichols. 

“Working in partnership with OSF Digital and Salesforce has enabled us to achieve this goal, which will not only further personalise our customer experience but also improve efficiencies and future-proof our systems. We are already starting to leverage these capabilities as we go into peak trade thanks to the fantastic team effort throughout the project.”

2024 RTIH INNOVATION AWARDS

Customer engagement was a key focus area at the sixth edition of the RTIH Innovation Awards.

The awards, sponsored by Vista Technology Support, Scala, CADS, 3D Cloud, Brightpearl by Sage’s Lightning 50, Business France, and Retail Technology Show 2025, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended last month’s gathering.