Live from the Vusion podcast studio at NRF Retail's Big Show Europe in Paris, Chris Walton sits down with Øistein Burøy Olsen, Head of Digital Customer Experience at REMA 1000 in Norway, to explore how the soft discounter is using digital to build a more connected in-store customer experience.
Øistein explains how REMA 1000 has evolved its app from personalized discounts into a broader relationship with customers, why the company is focused on hyper-personalization that genuinely helps shoppers, and how its Scan & Go experience lets customers scan, bag and pay in the app before leaving through a dedicated fast-track gate. He also looks at how REMA 1000 is using AI to prototype faster and build toward a more personalized shopping experience, including helping customers figure out what to make for dinner and remember what they need to restock.
In this episode:
• How REMA 1000 is approaching hyper-personalization
• Evolving from a discount app into a digital relationship with customers
• How REMA 1000's Scan & Go experience works
• Why a controlled exit is key to the Scan & Go experience
• Connecting the digital app experience to the physical store
• Using AI to prototype and test new customer experiences
• How AI could help shoppers plan meals and build shopping lists
• The future of digital customer experience at REMA 1000
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