David Chinn, CEO and Co-Founder of Lexer, knows better than most that retailers are drowning in data but starving for insight. Since 2015, he’s been helping brands like Cotton On and Rip Curl unify their customer data and use it to drive measurable growth. From tackling TikTok Shop duplicates to using AI for smarter segmentation, David and his team are showing what’s possible when retailers actually take control of their customer data.
Lexer was built around a simple idea: every brand has the potential to be customer-obsessed, if only their data would let them. But the reality is messy. Fragmented systems, duplicated customers, and channels that don’t talk to each other. In this week’s episode, we’re diving into how brands often hit a wall when they want deeper insight into who their best customers are, what drives their repeat purchases, or where churn starts to creep in.
Today, we’re discussing…
- How first-party data is reshaping ecommerce in a cookieless world
- The messy side of marketplaces like TikTok Shop and how to fix duplicate data
- Why the smartest retailers focus on their top 25% of customers
- Zero-party data done right (and when to ask for it)
- How Lexer is using AI to turn insights into real-time action
- What’s next for data-driven retail and where brands should focus in 2025
5:47 CDP vs CRM: What’s the Difference
10:46 Challenges in Achieving a Single Customer View
13:08 Data Duplication and Marketplace Complexities
16:01Insights from Customer Data
18:31 Matching Customer Data for Accuracy
21:16 Leveraging First-Party Data Effectively
23:50 Product Insight and Customer Behaviour
29:35 Understanding Product Demand
33:38 Zero-Party Data for Customer Engagement
37:13 Gifting, Gender Inference, and Targeting
38:49 Data Regulations and Privacy
41:39 The Role of AI in Customer Data Management
45:12 The Future of Reporting in Data Analysis
49:45 Effective RFM Segmentation Strategies
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