Marks & Spencer Delivers Beautiful CX With Cloudinary

Video unlocked for the first time

and increased conversions by 0.5%

Website updates in seconds

instead of days

Faster response times and go-to-market

with a single source of truth

ABOUT

Marks & Spencer

Marks & Spencer (M&S) is one of the UK’s most iconic retail brands, known for its commitment to quality, innovation, and sustainability. With a heritage dating back to 1884, M&S has built a reputation for trusted food, clothing, and homeware, serving millions of customers each week across its stores and digital platforms. In recent years, the company has undergone a significant transformation to modernize its operations, investing heavily in technology, supply chain efficiency, and omnichannel retail experiences.

THE CHALLENGE

Disparate Media Systems Slow Teams and Hamper CX

M&S was struggling with fragmented and disparate digital media systems that hindered its ability to showcase products online quickly and efficiently. Its decentralized approach meant slow website updates, while lack of video content led to missed opportunities for customer engagement. With 44% of annual sales coming through online channels, M&S needed a solution that could rapidly transform its digital content strategy, improve product presentation, and enable quick responses to market trends, all while maintaining the brand’s high standards of visual merchandising.

Industry Retail and Consumer Goods

Headquarters London, United Kingdom

Employees 65,000

“Previously, updating our website was really hard. We’ve gone from days in order to get a piece of media through to our website. Now it takes minutes and seconds and that is such a beautiful thing.”

—Chris Halliday, Head of Digital Product, Marks & Spencer

THE CLOUDINARY SOLUTION

Enabling M&S to Do ‘Incredibly Amazing Things’

Marks & Spencer transformed its digital content strategy with Cloudinary, gaining a single source of truth for visual media assets and enabled video for the first time. Chris Halliday, Marks & Spencer’s Head of Digital Product, explains, “Video has been something we’ve never been able to do before, and Cloudinary has unlocked that for us.”

With a centralized platform, rapid deployment capabilities, and advanced video handling, Cloudinary enables M&S to do “incredibly amazing things” with its media across digital channels.

“We sell beautiful products, and the only way you can sell beautiful products is through rich media and Cloudinary as a partner, and also as a fantastic piece of software, enables us to do that really, really well.”