#32 EXEC Talks: 🇬🇧 Jakub Dzięcielski (CDO, Decathlon ČR) –⁠⁠⁠⁠⁠⁠ Online winning strategies, good-enough service level, unique company culture

🇬🇧 Jakub is Chief Digital Officer at Decathlon, which is the world’s leading retailer of sports goods. It operates in 80 countries, has more than 1700 stores and the total sales exceeded €15 billion in 2023, of which 17.4% were online. In the Czech Republic, it has operated since 2010, currently with 2025 stores.👇

Main discussed topics:

📈 Impact of e-commerce development on Decathlon’s performance
🧠 General strategy
😊 Customer experience focus, NPS measurement
💰 E-commerce revenue share and growth strategies
🚚 Delivery times and methods, 365-day return policy
📊 Marketplace: KPIs, features, future outlook
📱 Mobile app: winning strategy, next steps
🏆 Competitors, good-enough service level
🛒 Purchasing behavior of Czech customers, regional differences
🏪 New concept of smaller stores
🤖 In-store digitalization, AI in CX
🧑‍💼 CDO’s responsibilities, online vs. offline sales
⚖️ Centralization pros and cons
💻 E-commerce platforms
🌟 Unique company culture
❓ 5 quick personal questions to conclude

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