For a company built on tradition, transforming customer engagement required more than a platform migration. Penguin Random House set out to modernise how they connect with readers across 76 brands, 16 websites, and 13 divisions — moving from fragmented systems and legacy processes to a more agile, data-driven approach to engagement. But once the right foundation was in place, entirely new opportunities emerged. In this session, hear how centralising data, rethinking governance, and embracing personalisation unlocked more relevant, real-time reader experiences — while navigating the realities of change management inside a complex global organisation its with modern inbox logic.