The document summarizes a presentation given by Neda Navab of Enjoy.com on transforming commerce to be digital-first. It describes Enjoy's on-demand service model that allows customers to choose a 4-hour window for an Enjoy expert to deliver a new product, set it up, and provide instruction in their home. The summary highlights Enjoy's focus on excellent customer service, same-day delivery, and a flexible employee model to power the on-demand experience.

1. When Old and New Collide
Geoff Scully
Managing Director
Shop Direct
Presented: September 27, 2016 at Retail’s Digital Summit
TransformaJon for Digital-First Commerce
Neda Navab
E-Commerce and Customer
Experience Strategy
Enjoy.com

2. Copyright © 2016, Shop Direct Ireland. All rights reserved.
8 out of 10
Irish consumers are online at least once a day
Source: Google - The Connected Consumer Survey 2015

3. Copyright © 2016, Shop Direct Ireland. All rights reserved.
3.2Devices per person
Source: Google - The Connected Consumer Survey 2015
These are devices connected to the
internet
per person in Ireland in 2015.
This has increased 19% since 2013.
{

4. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Source: Google - The Connected Consumer Survey 2015
61%
Smartphone
penetration
EU average
75%
Smartphone
penetration
in Ireland

5. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Purpose

6. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Who we are

7. Copyright © 2016, Shop Direct Ireland. All rights reserved.
• Ireland’s largest online department store.
• Over 300k active customers per annum.
• Over 2M parcels delivered per annum.

8. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our
USPs
70k products 1k brands Free Shipping
Free Click & Collect Fashion, Home, Tech Flexible Payments

9. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Customer

10. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Heritage
1978 1982 2007

11. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Transformation
2000 - 2007!
Online-led!
2007 - 2011!
Paper-led! Customer-led!
2011 - Present!

12. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Our Culture
Leadership Development! Inspiring Brilliance! Digital Mindset!

13. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Agile Planning

14. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Dedicated UX lab

15. Copyright © 2016, Shop Direct Ireland. All rights reserved.
1-2-1 Personalisation

16. 3.5 MILLION PERMUTATIONS
Copyright © 2016, Shop Direct Ireland. All rights reserved.

17. Copyright © 2016, Shop Direct Ireland. All rights reserved.
Data Driven
Real-Time
Analytics!
Attribution
Modelling!
Actionable
Insights!

18. Customer focused.
Mobile first.
Data led.
Copyright © 2016, Shop Direct Ireland. All rights reserved.

19. Thank You
Copyright © 2016, Shop Direct Ireland. All rights reserved.
@geoff161

20. Neda Navab
E-Commerce and Customer Experience Strategy
Enjoy.com
Presented: September 27, 2016 at Retail’s Digital Summit
When Old and New Collide
TransformaJon for Digital-First Commerce

21. What if the best of this experience came to you?

23. HowItWorks

27. When you change the place,
you change the game.

28. Highland

29. Highland

30. Choosing 4 Hours or LessOn Time
Avg. Customer Rating
(49% response rate)
97% 50+%
Enjoy Success to Date:
Choose Enjoy at Checkout
86%Returns
1.4%4.95

31. "Wow! I couldn't believe it! This guy walks in and gives
me a brand new iPhone, sets it up, shows me how to
use it and then left! If I was hearing this story from a
friend, I would have thought they were making it
up. The service is excellent! I will recommend it to
everyone. ”
- Penny M.

32. EmployeeModel

33. The Enjoy Expert:
The Face of Enjoy
• Salaried employees
• Flexible schedules
• Individual ownership
• A connected team

34. EE | Enjoy – Experience

35. OurHistory

36. Enjoy Timeline

37. Enjoy Experts currently working in 8 US metros
NYC
San Francisco
Los Angeles / OC
Miami
Atlanta
Dallas
Houston
Chicago

39. Thankyou.
#goenjoy @GoEnjoy
neda@enjoy.com