Stefan Wolk

Chief Digital Officer, VP Digital Solutions & Innovation Fielmann AG

Agenda Day 1

11:35 AM Presentation The Multi-Channel to Omnichannel Journey - Creating A Unified, Customer-Centric Experience

Fielmann, one of the top 3 opticians worldwide and the market leader in Germany, has long relied on its brick-and-mortar stores for business, with over 900 branches. Entering e-commerce late presented Fielmann with a unique challenge of having too many customers but too few digital services.

This session will cover the journey of introducing digital services and how this led to moving from multi-channel to omnichannel services, as customer expectations for seamless omnichannel experiences increased.

Stefan will shed light on how they drove the evolution of a consumer-centric omnichannel journey, overcoming challenges such as customers buying online and expecting flexible services such as in-store returns and exchanges, how they mastered the challenges in payment and logistics, the hurdles they had to overcome in introducing a returns portal and valuable learning from these processes. Real insights. Real challenges. A practical use case.

Check out the incredible speaker line-up to see who will be joining Stefan.

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