javelin group conference 2016 · feb-14 mar-14 apr-14 may-14 jun-14 jul-14 aug-14 sep-14 oct-14...
TRANSCRIPT
![Page 1: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/1.jpg)
5 February 2016 • Javelin Group Annual Conference • Kings Place N1
![Page 2: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/2.jpg)
Director, Multi-Channel & IT de Bijenkorf
Pieter Heij
5 February 2016 • A half-day conference hosted by Javelin Group • Kings Place N1
![Page 3: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/3.jpg)
1
![Page 4: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/4.jpg)
de Bijenkorf – the Dutch luxury department store2
![Page 5: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/5.jpg)
Part of the Selfridges Group, a family owned business3
![Page 6: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/6.jpg)
De Bijenkorf brands4
![Page 7: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/7.jpg)
De Bijenkorf facts
Visitors: 25 mln in store, 50 mln online
Company sales growth of +10% in H1 2015
Net Promotor Score of 50
Online 15% share
5
![Page 8: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/8.jpg)
How to become a company that is 50% Experience + 50% Technology?6
![Page 9: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/9.jpg)
7
![Page 10: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/10.jpg)
Kiosks Shift to mobile Payments Free shipping
deBijenkorf.nl journey in four examples8
![Page 11: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/11.jpg)
THE Dark side …of Multichannel retail
In store kiosks:9
![Page 12: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/12.jpg)
10
![Page 13: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/13.jpg)
11
![Page 14: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/14.jpg)
12
![Page 15: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/15.jpg)
13
![Page 16: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/16.jpg)
14
![Page 17: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/17.jpg)
It took 2 years of hard work to get our kiosks working...15
![Page 18: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/18.jpg)
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
3.5%
4.0%
Kiosk sales Utrecht store as % of total store sales
Kiosks now deliver up to 3% additional store sales and growing fast17
![Page 19: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/19.jpg)
18
![Page 20: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/20.jpg)
0%
10%
20%
30%
40%
50%
60%
Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16
deBijenkorf.nl: traffic share per device
Desktop Mobile Tablet
The mobile shift required a complete redesign of our website19
![Page 21: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/21.jpg)
If you rebuilt your flagship store, would you completely outsource the project?
20
![Page 22: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/22.jpg)
Insource development with a couple of specialist partners
2013 2015
21
![Page 23: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/23.jpg)
22
![Page 24: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/24.jpg)
23
![Page 25: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/25.jpg)
€89,95
Payments have now become part of the service ceremony
1 month1 developer
24
![Page 26: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/26.jpg)
Free shipping, are you sure?
25
![Page 27: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/27.jpg)
26
![Page 28: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/28.jpg)
Kiosks Shift to mobile Payments Free shipping
deBijenkorf.nl journey in four examples27
![Page 29: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/29.jpg)
De Bijenkorf organization
Omnichannel
&IT Director
Online
Trading
Online
marketing
Fulfilment
and call
center
Business
development
Head of Big
Data
Technology
IT/BI
manager
Category
teamDesign team
Content
team
Software
development
team
User X and
product
owners
Ecommerce
team
Omnichannel
team (store
rollout of f.e.
kiosks)
IT & BI support teams
serving finance, BPO,
CRM, online trading, etc.
Javelin,
Emakina
E-sites
Omnichannel
specialists
CEOFull support to investments in online & technology
Full control over all technology & BI
Own development teams
Agile way of working
Store directorCFO
Buying
HR
Marketing
28
![Page 30: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/30.jpg)
Make sure there is something great to experience in your stores
Technology is key so build your own technology teams!
Innovate only if you have a right to play and there is a real benefit
Be agile: copy the best and do it faster than the rest
29
![Page 31: Javelin Group Conference 2016 · Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15](https://reader031.vdocument.in/reader031/viewer/2022012915/5edd4a1aad6a402d666853d0/html5/thumbnails/31.jpg)
5 February 2016 • A half-day conference hosted by Javelin Group • Kings Place N1