Noz Urbina interviews Rafaela Ellensburg, who has pioneered the content engineering discipline at Albert Heijn, one of the Netherlands' largest retailers. Rafaela discusses her journey from content specialist to content engineering leader, emphasising how structured content and metadata enable omnichannel measurement and personalisation at scale.

The conversation explores the evolution from content management to concept management, drawing parallels between content supply chains and traditional product supply chains.

Key topics include

translating strategic business goals into measurable content metrics,
implementing knowledge graphs and ontologies for cross-domain data connections, and
preparing high-quality structured data to enhance AI reliability.

"You allow yourself as an organization to bring forward that message to whichever person it resonates with in the market, and you're able to do it on whichever channel that person is present. You get the relevance, and you get it at scale, at an omnichannel scale—making sure that the right message is sent to the right customer at the right moment and the right channel. That is the marketer's dream, right? That's what we all want." – Rafaela Ellensburg

"I like to compare content to products. People know products—they know shopping, they know logistics, they know that products are created somewhere and then have to be refined before they get to the stores. It's something that people can grasp, but we can do the same thing for content." – Rafaela Ellensburg

"We as humans actually have work to do to make our data of AI quality—more complete, richer, more consistent and truthful, so that whatever the AI does with that data, it becomes better. You do not get garbage in, garbage out, but you get value in, value out." – Rafaela Ellensburg

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