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INNOVATE SERVICE CENTRIC is back for its 10th edition! 
Do not miss this opportunity to discover, with Elisabeth Menant and Matthieu Jolly, the innovations of the year to illustrate the trends that structure trade today and build the one of tomorrow and the one after tomorrow.

On the program: 1H00 of conference, 1 trend report, 1 practical notebook (10 strategic targets & 7 consumption drivers) and, icing on the cake appointments in One2One with the partner startups of the Exchanger.

Throughout the ten Innovate Service Centric Conference, commerce has changed. The Internet Industrial Revolution is now behind us. Offline and Online become one. Innovation is at the margin, aiming to optimize the purchasing process.

Faced with a gloomy economic context, brands and consumers are returning to basics; starting with that of profitability. As such, AI obviously represents an opportunity to optimize costs but, we can also dream, a lever to grow the cake. Already, it concretely strengthens the shopper, buyer and employee experience. But this new industrial revolution also irrigates the entire business and will therefore feed new points of contact, new audience platforms such as voice assistants, streaming services, social networks.

The risk of loss of direct relationship with the consumer is strong, reinforced by the development of a decentralized Web3. Hence this problem: how to keep control of your customer relationship? By becoming more and more a consumer’s cuddly toy, even if it means pivoting its business model to anticipate the painful future impacts of the ecological, environmental and societal crisis. Because yes, the trade of 2033 will not resemble that of 2023!

Teaser ISC 2022

A look back at the 2023 edition


L’Echangeur BNP Paribas Personal Finance notes a slowdown in innovations, attributed to the integration of the Internet in our daily lives. The COVID-19 pandemic marks a pause, with the exception of stand-alone stores. Revisiting the history of e-commerce since 1994. We are therefore entering a period where the trade pie will remain stable and perhaps even shrink; hence a fierce battle for market shares between economic actors. And this is all the more so since the current inflationary context is putting a heavy strain on the profitability of businesses and the purchasing power of households. After years where fundraising has structured the emergence of new players, trade is back on earth. BACK TO BASICS: PROFITABILITY.


The Internet has fuelled trade growth over the past decade, but the crisis in purchasing power heralds a short-term decline. In September 2023, the eurozone recorded inflation of +4.3%, confirming a sustainable trend. European retailers, facing economic challenges, are refocusing on profitability, as illustrated by the fall of Quick Commerce in 2021. Despite the reduction of free funding, the rapid deployment of artificial intelligence (AI) offers new opportunities, allowing brands to conquer market share in the short term. The article highlights the potential impact of AI on the size of the trade pie, opening an era of trade individualization. «THE AI PROMISE» represents an opportunity for brands to seize a larger part of the cake in the coming years.


Generative AI becomes the buzzword of 2023, with ChatGPT reaching 100 million users in just two months. This enduring craze is part of a broader industrial revolution that began in 1950 with Alan Turing. Airlines are now using AI-powered instant messaging and social networks as new customer touchpoints. However, this evolution carries the risk that consumers will abandon traditional channels, marking the beginning of disintermediation in customer relationships. A real threat to see the direct relationship between the brand and the customer fade. We are entering the era of new decentralized points of contact. CUSTOMER RELATIONSHIP. DISINTERMEDIATION HAS BEGUN.


Artificial intelligence (AI) opens an era of individualization in the customer relationship, suggesting a possible expansion of commerce in the medium term. The successes of Transavia, Rally’s and Carrefour illustrate the lucrative potential of using data. AI is no longer the preserve of internet giants; it is already used by various economic players, from banking to insurance. For brands, new touchpoints like social media and Web3 present challenges to maintain trust with customers. The solution lies in trust and loyalty, even if the environment changes. The cake must change its recipe to anticipate the impacts of the upcoming ecological, environmental and societal crisis. FACED WITH CHALLENGES, A NECESSARY CHANGE OF SOFTWARE


The decentralization of the customer relationship, driven by Web3 and new platforms such as social networks, encourages brands to rethink their strategy to maintain their market share in a changing business context. The ecological crisis and the emergence of actors like, with its innovative HOMEE Plus model, underline the need for structural adaptation in trade. Their subscription approach, based on disintermediation, offers quality furniture at reduced prices. The article reaffirms the importance for brands to be the «blanket» of the consumer, accompanying them on a daily basis to resist societal and ecological changes, thus building a sustainable and profitable relationship.

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