Case Study: De Bijenkorf achieves unified in-store and online personalization to delight international luxury shoppers with Adyen

Delighting luxury shoppers with personalization in store

De Bijenkorf is a Dutch luxury department store that needed to deliver a consistent, personalized high‑end experience to international shoppers who expect concierge‑level service. Historically customer recognition and details were handled manually and locally, so visits from shoppers abroad or online often felt like first‑time interactions — a major challenge for loyalty and conversion in a luxury retail context.

De Bijenkorf implemented a unified commerce platform that links in‑store and online data, enabled smart payment terminals that detect card origin and switch languages, and added Chinese payment options plus Chinese‑speaking staff. It also introduced endless‑aisle kiosks and mobile POS so associates can sell and accept payment anywhere on the shop floor. The result is a seamless, tailored experience that reduces out‑of‑stock disappointments and queues, better serves international customers, and preserves the store’s luxury service standards.

De Bijenkorf

Djunaedi Flohr

Product Owner