COPENHAGEN, 09.09.22
13.25

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.

STOCKHOLM, 06.09.22
11.55

Loved by millions of both kids and grown-ups, the LEGO Group has one of the world’s strongest brands. In recent years, the company has scaled up its effort to engage and sell directly to its end customers. That entails a major revamp of the company’s omnichannel strategy and brand experience, both in-store and on LEGO.com.  

In this talk, the LEGO Group’s global VP of Retail, Christian Thor Larsen, will explore the company’s omnichannel highlights. He’ll also uncover some of the challenges in creating a superb customer experience when you’re in the middle of recalibrating how you go to market. 

COPENHAGEN, 09.09.22
10.10

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.

COPENHAGEN, 09.09.22
11.00

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

COPENHAGEN, 09.09.22
09.45

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.

STOCKHOLM, 06.09.22
14.25

Karin Lindahl is an experienced Chief Executive Officer with a demonstrated history of working in the retail industry. She’s been VD of Indiska for almost five years and has led the company through an impressive digital transformation. 

STOCKHOLM, 06.09.22
10.40

OSLO, 08.09.22
09.15

COPENHAGEN, 09.09.22
09.15

AARHUS, 14.09.22
09.15

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 experience within digital strategy and transformation and omnichannel commerce, Kasper is a true pioneer in the field and will deliver the insigths from this year’s Omnichannel Index at the event. 

COPENHAGEN, 09.09.22
11.25

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.

STOCKHOLM, 06.09.22
12.45

OSLO, 08.09.22
11.25

AARHUS, 14.09.22
09.45

Loek is a global Omnichannel Manager with 10+ years’ experience building and nurturing C level relationships, driving cross-domain retail and eCommerce and customer experience programs across the world. 

His experience includes heading up digital transformation at Vodafone, managing global omnichannel at ECCO shoes, and currently he works for IKEA, helping develop their global platform strategy. 

Loek is also frequently used as keynote speaker within the field of omnichannel strategy. He will present his own views and experiences at the Omnichannel Index. 

STOCKHOLM, 06.09.22
15.40

AARHUS, 14.09.22
11.00

Maxime joined Google in August 2012. He’s worked with SMB’s and within Travel & Retail industry before transitioning to an Omnichannel Lead role for Google in the Nordics & Benelux. Today ,he is working with the largest global retailers. He is a thought leader in omnichannel and a regular speaker at retail events. Moreover, Maxime has been investing his time in DEI, sustainability & education initiatives. He holds a Master in Business Engineering from HEC Liège. Prior to Google, he worked as a managing director of a marketing consultancy company, HEC Consulting. Outside of work, he is a trail runner, sports freak and fine gourmet. He is co-founder of Made & More, a Belgian sustainable fashion label.

STOCKHOLM, 06.09.22
12.20

OSLO, 08.09.22
09.45

COPENHAGEN, 09.09.22
11.50

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.

COPENHAGEN, 09.09.22
13.00

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.

STOCKHOLM, 06.09.22
14.00

For more than 170 years, Cartier has been recognised as one of the world’s most prestigious brands of jewellery and watches. Since the beginning, brick-and-mortar stores have been vital to delivering the well-known Cartier experience, but that has changed over the past ten years.

In his talk at Omnichannel Index, Pierre-Emmanuel Placette, Global Head of Retail Solutions, will talk about how Cartier has innovated its retail strategy to accommodate modern customer behaviour. This includes digitising the in-store experience, offering new ways of displaying out-of-stock references and connecting furniture to optimize sales.

At the heart of the strategy and all the initiatives is storytelling. Because when you have products that have been part of the assortment for so long, the ability to make stories come to life is crucial – regardless of what channel you’re meeting the customer on.

STOCKHOLM, 06.09.22
11.10

With about 440 retail stores, sales online worldwide through third-party partnerships and more than 600 MEUR in turnover, Lindex is one of Europe’s leading forces within women’s fashion. The company has been established since 1954 and sustainability is an integral part of Lindex’ DNA. In her talk at Omnichannel Index, CEO Susanne Ehnbåge will reflect on how Lindex is growing and is in a major transformation – a journey as a global, ‘digital-first’ and sustainable fashion company.

The examples of how Lindex approaches omnichannel with a sustainability perspective are plenty. From their focus on understanding customer expectations in order to bring down return rates to their +100 mEUR investment in a new, fully automated omnichannel warehouse that will enable a continued sustainable growth in more channels as well as for new business opportunities.

Most recently, the company has also taken steps towards circularity by introducing new fibres based on recycled textiles. Not to mention the opening of a pop-up store with the goal of making second-hand shopping accessible for its customers.

In her talk, Susanne Ehnbåge will elaborate on Lindex’ strategic approach to sustainability and present some of their key learnings and results, including the fact that they have managed to bring down their total CO2 emission in recent years despite significant revenue growth.

STOCKHOLM, 06.09.22
14.50

OSLO, 08.09.22
11.00

Focus Brands is a leading developer of global, multi-channel foodservice brands, including familiar names like Auntie Anne’s, Cinnabon, and Jamba. Following several acquisitions, the company needed to improve its ability to gather insights and deliver experiences across both brands and channels.

In this talk by Thomas Korthuis, who manages how digital content enables customer engagement and loyalty programs across the global brands, you’ll get an understanding of how the company gathers customer insights, and how they use machine learning to uncover customer needs and serve relevant campaigns using intelligent digital asset management software. This approach encourages seamless and congruent experiences across online platforms, mobile apps, and visits to the actual restaurants and responds directly to the customers interests

The development of the customer engagement program has required the group to redefine its mindset, recruit new types of employees, and redefine their ways of working. Among many key learnings that Thomas Korthuis will share was the ability to use technology as a trojan horse to help facilitate the organizational change process to deliver better experiences across channels.

OSLO, 08.09.22
10.10

Torje has been working in Google 10+ years, helping retailers win the omnichannel consumer. He is based in Oslo, Norway, but works across Northern Europe, helping large global retailers in the region, across several verticals, grow their total sales with omnichannel and store-centric solutions. He is a thought leader in omnichannel and a regular speaker at retail events. He holds a Master of Science in International Marketing, studying in Oslo, Paris and Shanghai.