UK retailer Marks and Spencer expands First Insight tie up to include entire clothing and home business

First Insight is expanding its partnership with M&S.

Initially launched in 2015 with a focus on the lingerie category, the tie up now encompasses the retailer's entire Clothing & Home business, allowing it to boost customer engagement and brand perception across all categories.

"Our partnership with First Insight has supported our strategy to reshape for growth, as we maintain and extend our lead on quality and value and continue to drive style perceptions.” says Richard Price, Managing Director of Clothing & Home at M&S.

"First Insight’s AI driven intelligence has empowered us to get closer to our customers and offer a more compelling fashion led experience as we seek to become more relevant, to more people, more often." 

"Working closely with Richard and his team has been an inspiring story of growth," say Greg Petro, CEO at First Insight. "For M&S, human AI collaboration is a strategic advantage, enabling us to harness AI, generative AI, and human computational modeling to bring the Voice of the Customer into every product decision.”

“With our proprietary Value Score, M&S consistently anticipates and meets shopper needs, launching products and strategies that truly excite and inspire. This blend of technology and human intuition keeps M&S ahead of shifting consumer preferences, reduces risk, and consistently delivers products that resonate. It’s a partnership built on shared values, and we’re proud to support M&S as they continue to reshape for growth and do the right thing for their customers.”

Through First Insight’s technology, M&S listens to customer feedback and demand indicators, with the aim of ensuring new products are developed based on genuine shopper insights.  

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.