3. Will you ride it or watch others do it?
NEW
RETAIL
WAVE
4. It’s too late to WATCH & DREAM
the time has come to DREAM & DO
NEW
RETAIL
WAVE
5. Don’t try to face this wave alone
NEW
RETAIL
WAVE
6. TIM GIELENRETAIL EXPERIENCE INNOVATION PRACTITIONER
FORMER STORE MANAGER ON A MISSION TO
MAKE RETAIL A BETTER PLACE FOR THE PEOPLE
THAT SHOP IN IT AND THE PEOPLE THAT WORK IN IT
7. “You’ve got to start with
the customer experience
and work back toward the
technology - not the other
way around.”
Steve Jobs
8. THE DIGITAL
WINE ISLE
How a human centered approach
to design led to a meaningful
customer and employee
experience
12. Customer centricity is about
having constant focus on how to
avoid your problems becoming
the customers problems
UNDERSTAND
THE PROBLEM
Customer Employee
Organization
PROBLEM
22. Fully documented blueprint of the
solution with user and employee
experience, UX pre-study,
hardware requirements, …
THE EXPERIENCE
BLUEPRINT
23. EXPLORE
THE JOURNEY
The questions nor the answers
that matter are in your inbox
BUILD THE BUSINESS CASE
Define your goals, KPI’s and
how you will measure results