Fortnum & Mason Launches ‘Fortnum’s Connect’ Powered by Proximity

For more than 300 years, Fortnum & Mason has built its reputation on exceptional customer service, personal relationships, and memorable in-store experiences. Now, one of Britain’s most iconic retailers is combining that heritage with modern retail technology through the launch of ‘Fortnum’s Connect’, its new clienteling platform powered by Proximity.

The launch marks another major milestone in Proximity’s mission to help global retailers deliver more connected, personalised customer experiences in-store and beyond. As a result, store teams can build stronger customer relationships across every channel.

Bringing Customer Relationships Into One Connected Platform

Designed to support store teams with richer customer insight and more streamlined workflows, Fortnum’s Connect gives associates access to the tools and information they need to deliver highly personalised service across every interaction.

The platform helps centralise customer information into one connected view, allowing teams to better understand customer preferences, shopping history, appointments, and engagement across channels.

For a brand like Fortnum & Mason, where service and storytelling are central to the customer experience, that visibility is critical.

Founded in 1707, Fortnum & Mason has long been recognised for blending tradition with innovation, from pioneering luxury food retail experiences to introducing new ways for customers to shop and engage with the brand.

Today’s retail customers expect personal connections to continue across every channel. That includes stores, ecommerce, messaging, and appointments.

Supporting Store Teams With Better Customer Insight

Modern clienteling is not about replacing the human touch. Instead, it gives store teams better visibility and tools to build stronger customer relationships.

With Fortnum’s Connect, store associates can:

• Access customer profiles in real time
• View preferences and purchase history
• Manage appointments and events
• Deliver more personalised outreach
• Build more meaningful long-term customer relationships

For enterprise retailers, this type of connected experience is becoming increasingly important as customer expectations continue to evolve.

Retailers are under pressure to deliver the same level of personalisation in-store that customers already experience online.

Instead, clienteling platforms like Proximity help bridge that gap by connecting customer data with store execution.

A Growing Focus on Enterprise Clienteling

The Fortnum & Mason launch reflects a wider shift happening across luxury and premium retail, where brands are increasingly investing in clienteling technology to strengthen loyalty, improve customer lifetime value, and support store teams more effectively.

Proximity now partners with leading retailers across luxury, fashion, jewellery, and premium retail sectors, helping brands create more connected and personalised retail experiences globally.

The launch of Fortnum’s Connect shows how heritage brands are embracing technology to elevate exceptional service.

Read the Full Announcement

You can read the full press release here, and watch a short video about the project here.