HEMA, an iconic Dutch retailer, is known for its products and services that make daily life easier and more convenient. However, as consumers increasingly interact with the brand in various ways such as in-store, online, and through social media, there is a growing need for a seamless and consistent brand experience across all channels. To meet these expectations, HEMA wanted to create an omnichannel strategy that was driven by the needs of its customers, and adopted by the full organization.