AI-Powered Retail Engagement: How Braze Unlocks Zero-Party Data & Omnichannel Loyalty

Braze’s Global Senior Director of Strategic Partnerships, James Herridge-Leng, lays out a blueprint for retailers who refuse to be trapped by channel silos or third-party walled gardens. Expect hard numbers: a 200 % jump in ROAS, email open rates doubling when WhatsApp joins the mix, and loyalty lift when zero-party data fuels real-time journeys.

Key Topics

Composable vs monolithic engagement stacks

Zero- vs first- vs third-party data: what drives lifetime value

Privacy-by-design and GDPR compliance without paralysis

AI orchestration that tunes channel, content, and cadence per user

Future retail ecosystems: planning law shifts, retail-media in-store, and AI-driven associate tools

Guest Bio

James Herridge-Leng spent two decades scaling tech giants before steering Braze’s global partnerships. He helped brands like Deliveroo, ASOS, and Estée Lauder turn data into moments that matter.

Resources & Links

Braze Customer Engagement Platform → braze.com

2025 Consumer Engagement Review → braze.com/research

Cannes Lions, VivaTech, Shoptalk appearances → braze.com/events

Calls to Action

Subscribe on Spotify Podcasts & leave a ★★★★★ review — it fuels future deep-dive episodes.

Share your biggest customer-engagement hurdle via voice message at retailpodcast.fm/voice — we may solve it on air.

Estimated reading time: 4 min.

Retail reinvents itself daily. The Retail Podcast arms founders, operators, and retail technologists with battle-tested tactics to outpace change. Each week candid conversations with store chiefs, DTC disruptors, and tech visionaries reveal how to turn AI, data, and culture into margin and loyalty. No jargon just hard numbers, honest lessons, and plays you can run before next Monday. Press play; lead the future of commerce.

• No. of episodes: 109
• Latest episode: 2025-07-11
• Business Technology

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