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Retail Digitization

Digital is often misunderstood as the do all problem solver, it seldomly is. No problem can be solved until you truly understand it. Not with technology,  not with a new process, not even with words. But if and when you understand the challenges at hand from all possible perspectives. You can apply digital solutions in a context where it adds real value to your customer, your employee or your business.

What is it?

Digital can enable any physical store to maximize operational efficiency, provide outstanding customer experiences and accelerate omnichannel results. This program is dedicated to help you craft a digitization roadmap for those three pillars.

“Our job is to safeguard new digital solutions solve more problems then they create.”

Tim Gielen

What can you expect from us

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We’ll make your project a success by engaging key stakeholders and users such as store employees and customers early in the process.

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Our methodologies aim for speeding up processes. Fast decision making, reducing unnecessary deliberations and testing early.

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You won’t end up with just a slide deck. You’ll end up with the key information you need to make your project a reality in the shortest time possible.

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Expect the unexpected.

Let’s talk deliverables

Yes, we know you need more than slide decks to make things happen.


Store Digitization Insights Report

An in depth report that gives you an external view on the current digital maturity of your stores and their role in the omnichannel strategy complemented with both customer and employee journey pain points that pave the way to opportunities for smart digitization.


All the deliverables from Empathize +

Store Digitization : Opportunities & pitfalls Report

Throughout our research, we’ve uncovered
opportunities for digital to help you maximize operational efficiency, improve customer experience, employee experience and drive omnichannel results.

In an in-depth workshop we’ll take your team in a deep dive through the different solutions available in the market for the challenges at hand. And help you ideate new and innovative solutions for your specific situation.

The full outcome will be documented in an actionable report.


All the deliverables from Empathize + Define +

Store Digitization Roadmap

Roadmap on how to get from your current as is in digital to your future digital store in clearly defined projects, workstreams and dependencies.

Enablers Shortlist

Shortlist with most appropriate external solution partners to make your future store happen based upon proven capabilities and cultural fit.

Digital Brief

Functional analysis including validated prototypes and hard and software budget estimates for realisation.

How we work


Expert Interview

We’ll interview key stakeholders responsible for store sales, operations, data and digital. The goal is to understand the drivers and blockers in the current as is.

Field Interviews

We’ll visit your different store formats and interview all employees from manager to trainee.

We’ll observe customer interactions, interview customers after those interactions and uncover where the mismatch between the job to be done for the customer, the employee and the desired result for the business occurs.

Omnichannel scan

We’ll assess how well your store is integrated into the omnichannel customer journey.

In-store operations scan

We’ll spot for flaws and opportunities in the store’s operational work.


Expert Insight sessions

We’ll bring the insights back to the business and discuss our first findings and advice for improvement with key stakeholders and decide on the different priorities we give to the challenge at hand.

Innovation workshop

With clear priorities in mind we organise a day long workshop where we come up with innovative ideas and solutions for the challenges at hand.

Reality check interviews

We conduct new interviews with stakeholders impacted by the new processes, solutions or technology we advice. With their insights we can create a transformation map with a realistic timeline and an honest view on the internal and external efforts needed to make the changes possible.


Ambassador change amplification

Store employees are more likely to adapt to new standards or procedures when their peers encourage them too. We’ll search and find ambassadors for the changes and give them the tools and opportunities to amplify the change. More concrete we’ll train them to shoot and create video with their smartphones and have them tell the stories, brief the process changes, and clarify the why behind them in a snackable and engaging way.

Optional Services

We can scope the longer term bigger projects, run design sprints on them, pour them into project charters with workstreams and milestones, write functional requirements and vendor briefings, help you find vendors or even take the product ownership for you. Whatever your needs are to make it happen, we’ve got you covered.

What do we expect from you?

The courage to think different

Involving store employees in strategic exercises might seem counterintuïtive. We promise you it’s extremely valuable to do so.

Short communication loops

The project team will be informed in quick feed like updates over Whatsapp or any other mobile tool you prefer. The updates will be both on progress and decisions to be made. If you move quick we can do too.


One person will have the mandate to make decisions when the group is stuck. It sounds authoritarian but trust us, it’s not.


We commit on budget and outcome. The process however is not set in stone, we’ll skip steps if we need to and build in new ones if we must.

The will to make a success of this project.

We’re all in, always, if you are too we’re in for an amazing ride.


Get in touch

Want to know if we could be the partner you looking for?
Every good partnership starts with a good conversation,
human to human.

Let’s talk.

Get in touch

Want to know if we could be the partner you looking for?
Every good partnership starts with a good conversation,
human to human.

Let’s talk.

Give us a call +32 496 62 86 61

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