A high-performance customer relationship management (CRM) platform is one of the cornerstones of business today; core tenets of future-ready operations and long-term relevance depend on getting this technology right. To be sure, as brands seek to foster deeper levels of customer engagement and strengthen customer loyalty, the ability to deliver timely, personalised, and emotionally intelligent experiences has become a competitive imperative. And all of that is founded upon robust and scalable CRM infrastructure.

For Andrew Land, the CRM Director at Condé Nast, success hinges on meeting this challenge head-on. Indeed, with content saturation intensifying, attention spans shrinking, and content consumption habits shifting, even the most iconic media brands in the world – meaning the likes of The New Yorker, Vogue, GQ, WIRED, Bon Appétit, and Architectural Digest – are compelled to continuously innovate their CRM playbooks. In this interview, Andrew reveals how experimentation and collaboration are helping Condé Nast not only keep pace with change – but lead it.