New Look Powers Hyper-Personalized Customer Journeys Through SAP Commerce Cloud

New Look, the UK-based womenswear retailer, has completed its move to the SAP Commerce Cloud, building upon its existing SAP landscape. The company expects the new platform to boost sales via targeted engagement and cut costs.  

The project integrated SAP Commerce Cloud with SAP Emarsys and SAP S/4HANA Finance to consolidate cleansed customer data into a single platform, and deliver a consistent, connected omnichannel experience across web, mobile and stores. 

Platform Modernization to Convert and Retain Customers 

New Look’s SAP-enabled retail platform has enabled the retailer to elevate its customer experience by enabling hyper-personalized customer journeys, that will encourage repeat purchases and loyalty, while reducing clothing return rates. 

With this digital transformation, the company is leveraging real-time analytics to sharpen demand forecasting, grow its loyalty program, and anticipate fast-shifting fashion trends. 

For its online experience, the retailer is enhancing search, discovery, and checkout journeys through its SAP-backed digital platform to deliver a smoother, more personalizsed customer journey. 

New Look, whose workforce was already skilled in SAP technologies, completed migration to the cloud platform within six months, with support from SAP Services. 

Leila Romane Managing Director, SAP UKI said, “New Look is a prime example of how clean data and a clear digital strategy unlock real value. SAP Commerce Cloud helps the brand reach customers on every channel and deepen loyalty through timely, personalized interactions, supporting initiatives like Club New Look. The platform has already delivered over £4 million in savings through improved resilience and reduced downtime, creating a strong foundation for continued growth.” 

What This Means for SAPinsiders 

Success in retail is increasingly defined by the ability to unify customer data to generate actionable insights and deliver hyper-personalized experiences. By integrating SAP Commerce Cloud, SAP Emarsys, and SAP S/4HANA Finance, organizations can turn centralized data into consistent, connected customer journeys that drive engagement and repeat purchases. New Look illustrates how a unified SAP stack can act as a strategic growth lever rather than a simple digital upgrade. 

SAP support is a critical differentiator in cloud commerce transformations. Accelerated migration timelines are achievable when companies combine SAP expertise with cloud-ready architectures. New Look’s six-month deployment shows how clean data, skilled teams, and integrated platforms can reduce risk while delivering value quickly. 

Commerce modernization is increasingly measured by operational efficiency, financial outcomes, and customer experience. Early results from SAP-backed platforms demonstrate that organizations can achieve both top-line growth and cost savings through reduced downtime. New Look’s experience highlights how cloud-native SAP solutions can simultaneously enhance the customer journey and strengthen operational performance.