The event takes place in a creative art space that calls for insights and creativity to blossom.

Copenhagen Contemporary
Refshalevej 173A
1432 Copenhagen

The event is scheduled from 8.30-15.00 but please feel free to hang around for a drink to network and kickoff the weekend.

SVP, Omnichannel, HUGO BOSS

Speaker bio and description of his talk at Omnichannel Index 2022 to be added shortly.

head of digital business development, matas a/s

With more than 260 stores and 2.500 employees, Matas is Denmark’s largest retailer in health, personal care, and beauty. The company is also an omnichannel pioneer with a remarkable history of creating seamless experiences.

The ambition for Matas is that digital should mimic the in-store experience. But how do you achieve that when you have professionally trained in-store staff like materialists, hair stylists, and pharmacists?

In her talk at Omnichannel Index, Janne Andersen, Head of Digital Business Development, will share how the company is empowering its staff to aid across channels. For instance, by letting them produce rich digital product content, extensive guides, or deliver customer support through live video.

But also the other way around – empowering staff in store to provide an even better service by activating data from the customer profiles. Most recently, Matas has moved advisory and payment away from the counter and out into the floor. That way, staff can meet customers where ever relevant and need with relevant advice and guidance.

The key to all this is through activation of the professionally train staff cross channel.

In her talk, Janne Andersen will elaborate on both the strategic levers as well as what it has meant for governance structure, ways of working, and incentive models across channels.

CDO, IKEA

IKEA is a true pioneer in retail and its omnichannel ambitions are no less bold. In this talk, Karen Helweg-Larsen, Chief Digital Officer at IKEA Denmark, will explain how omnichannel is being used as a strategic lever to create better customer experiences.

In her talk, Karen will exemplify IKEA’s strategic ambitions with three specific initiatives. First, how the IKEA app works as a one-stop-touchpoint for the entire customer journey – from inspiration, in-store guidance, purchase and customer loyalty.

Secondly, how IKEA is transforming its store network with planning points, drop-off points and entirely new city IKEA stores. All with a dual purpose of providing a better all-round experience while also catering to new target audiences.

Thirdly, IKEA paves the way for sustainability. Karen will explain how it’s both an internal obsession (e.g. through supply chain optimization and the introduction of EV trucks) and a part of the external value offer (e.g. through circularity and sustainability shops).

With her impressive digital track record, you can rest assured that you’re in for an omnichannel ride when Karen Helweg-Larsen takes the stage.

CMO, COOP

With more than 1,9 million members, COOP is a true pioneer in the field of customer programs. Add to that a unique physical infrastructure with more than 1.000 stores across Denmark and a frontrunner position within sustainability. Fair to say that things are looking good for COOP.

In this talk, COOP’s CMO, Peter Boris Kreilgaard, will give an honest glimpse into both the highs and lows of COOP’s omnichannel experience. From self-service payments and their highly successful Prime membership program to the struggles of legacy IT infrastructure and complex operating models. Needless to say, inspiration is guaranteed in this presentation by one of the long-standing stars of digital commerce in Denmark.

Ex-cdO @ Balenciaga, LACOSTE, LAZADA-ALIBABA

In this talk, we’ll hear from Nicolas Daude-Lagrave who has a unique experience from both marketplaces and some of the world’s most recognized brands. Nicolas started his career with Amazon where he led marketing in France. He later moved to Asia to join Lazada (part of Alibaba), prior to becoming Group E-retail Director at Lacoste. Most recently he’s worked as CDO at BALENCIAGA where he ran the global digital operations and transformation

At the Omnichannel Index 2022, Nicolas will share key insights from working with some of the world’s most exclusive brands, known for their unique and superior customer experience.

During his time at BALENCIAGA, the company tripled their digital revenue, and Nicolas will share his recipe for how to digitise and scale a luxury brand while transforming to true omnichannel operations.

Omnichannel RETAIL SPECIALIST, google

Birgit joined Google in February 2018. She worked with the largest retailers in The Netherlands across Fashion, Department Stores, Home Goods, Telco, Grocery & CPG. Today, she has an Omnichannel Lead role for Google in the Nordics & Benelux. She is a thought leader in omnichannel and a regular speaker at retail events. Moreover, Birgit has been investing her time in Brand Measurement, Diversity & Inclusion and Coaching. She holds a Master in Sociology & Philosophy from the University of Amsterdam, combined with a bachelor in Economics. Prior to Google, she worked in several roles for media marketing agencies in research, media buying & strategy.

CEO, Babysam

Since 2015, Kenneth Nørgaard has been CEO of BabySam, the leading multi-brand retailer for everything you need for your child’s first years. In that time, he’s carried out a remarkable digital transformation that puts BabySam among the most customer-centric retailers in Denmark.

In this talk, Kenneth shares key insights and learnings from their journey. From how they’re designing extensive cross-channel personalization programs to why they are removing rather than adding in-store screens to improve the customer experience. Or how click and collect has given them access to new customer groups, and why 15-minute delivery through Wolt is only the first step in next-level customer service.

Group Ceo, impact

Kasper founded IMPACT Commerce in 1998 and has since driven the company to where it is today with almost 400 employees. The company specialises in omnichannel commerce and works for some of the most ambitious companies in Europe.

With more than 20 years of experience in digital strategy, transformation and omnichannel commerce, Kasper is a true pioneer in the field and will deliver the insights from this year’s Omnichannel Index at the event.