1
00:00:00,100 --> 00:00:04,400
Retail forecast, the global 
conversation hosted by Alex 

2
00:00:04,400 --> 00:00:12,100
rezze Van Veen. 
Hello image and how you doing? 

3
00:00:12,100 --> 00:00:15,600
Can you hear me everything? 
Okay, hi yes, I Canna a great to

4
00:00:15,600 --> 00:00:19,300
hear you. 
Brilliant Imaging, for those who

5
00:00:19,300 --> 00:00:23,500
don't know, you are the CEO and 
founder of Q Deanie. 

6
00:00:24,000 --> 00:00:26,600
Why don't we start with the 
story? 

7
00:00:26,600 --> 00:00:29,100
Because I think it's really 
interesting story and this whole

8
00:00:29,100 --> 00:00:32,800
series is about empowerment. 
I think your story sort of just 

9
00:00:32,800 --> 00:00:37,700
shows, you know, if you follow 
your the path, you can be very 

10
00:00:37,700 --> 00:00:39,800
successful in it. 
So, it would be lovely if you 

11
00:00:39,800 --> 00:00:43,400
could sort of give us an 
Overview of how Q dini started, 

12
00:00:43,400 --> 00:00:44,800
great. 
Yeah. 

13
00:00:45,700 --> 00:00:49,800
I left University and I was kind
of interested in setting up a 

14
00:00:49,808 --> 00:00:54,100
business. 
So I went along to this 

15
00:00:54,100 --> 00:00:57,100
hackathon which was sponsored by
a to see if anyone who doesn't 

16
00:00:57,100 --> 00:00:59,800
know what a hackathon is. 
It's an event where you kind of 

17
00:00:59,800 --> 00:01:03,700
meet up with developers and 
ideas and designer people over a

18
00:01:03,700 --> 00:01:08,000
weekend and you come up with an 
idea and kind of code very basic

19
00:01:08,000 --> 00:01:11,600
prototype around the table and 
you kind of pitched at the end 

20
00:01:11,600 --> 00:01:13,900
of the event. 
So, I went to hackathon and came

21
00:01:13,900 --> 00:01:15,900
up with this idea for virtual 
queuing. 

22
00:01:15,900 --> 00:01:19,800
So this concept that you can 
join a key virtually from your 

23
00:01:19,800 --> 00:01:22,400
phone and get updates about when
Your turn. 

24
00:01:23,900 --> 00:01:26,200
So we actually won this 
hackathon for the most 

25
00:01:26,200 --> 00:01:29,800
commercially viable idea. 
And as a result we about 

26
00:01:30,000 --> 00:01:32,500
telephonic has accelerator space
that they were building in 

27
00:01:32,500 --> 00:01:38,600
London and from that we got 
accepted. 

28
00:01:38,600 --> 00:01:41,300
So we were kind of the youngest 
team in the earliest stage idea 

29
00:01:41,300 --> 00:01:44,500
at the time to go through. 
But we left nine months later 

30
00:01:44,500 --> 00:01:49,500
with a contract with O2 and also
won their kind of global tender 

31
00:01:49,500 --> 00:01:52,400
as well and it all just kind of 
Snowball from there. 

32
00:01:52,400 --> 00:01:54,400
We just kept kind of working 
with more and more. 

33
00:01:54,400 --> 00:01:59,500
And as clients in the retail 
space on, how do we improve 

34
00:01:59,500 --> 00:02:02,600
customers who are coming into 
their store or month service? 

35
00:02:02,600 --> 00:02:06,400
To kind of give them updates. 
While they're waiting, creating 

36
00:02:06,400 --> 00:02:09,300
kind of a host out to the kind 
of more professionally, greet 

37
00:02:09,300 --> 00:02:11,700
and manage customers. 
And a lot of them who are using 

38
00:02:11,700 --> 00:02:13,500
just clipboard and pain at the 
time. 

39
00:02:14,300 --> 00:02:16,600
And from there, we also, then 
started building appointment 

40
00:02:16,600 --> 00:02:18,900
booking in, which was something 
a lot of clients were asking for

41
00:02:18,900 --> 00:02:21,500
sending be customers, kind of 
pre-book the time. 

42
00:02:21,600 --> 00:02:24,400
Day visits there was, if we 
could just go back to. 

43
00:02:24,400 --> 00:02:27,000
Because one of the things that 
I'm conscious of and the whole 

44
00:02:27,000 --> 00:02:30,900
purpose of doing this is through
different experiences. 

45
00:02:30,900 --> 00:02:35,100
I'm, I have the great Fortune of
meeting very early in career 

46
00:02:35,600 --> 00:02:39,100
people and obviously, a lot of 
experienced professionals as 

47
00:02:39,100 --> 00:02:41,800
well. 
So your mindset about that I 

48
00:02:41,800 --> 00:02:44,900
want to, you know, I'd love to 
get into business or be an 

49
00:02:44,900 --> 00:02:46,600
entrepreneur and have my own 
thing. 

50
00:02:46,900 --> 00:02:50,000
How much of that did you? 
How much of that? 

51
00:02:50,000 --> 00:02:52,900
I mean, where did it come from? 
Where What was the spark for you

52
00:02:52,900 --> 00:02:55,300
that made? 
You want to do this? 

53
00:02:56,100 --> 00:02:58,700
Did you always feel that you 
could be the CEO and founder? 

54
00:02:58,700 --> 00:03:01,300
We like on the playground? 
Just you knew that you could be 

55
00:03:01,308 --> 00:03:05,100
the CEO found the how, how, what
was the journey? 

56
00:03:05,100 --> 00:03:06,900
What was the, whether the belief
come from? 

57
00:03:07,600 --> 00:03:08,900
No, I don't know. 
That one. 

58
00:03:08,900 --> 00:03:13,200
Actually I wanted to initially 
go into advertising and then I 

59
00:03:13,200 --> 00:03:16,500
also, when I kind of was always 
one of the ideas people. 

60
00:03:16,700 --> 00:03:18,700
Yeah. 
So I wanted to do creative 

61
00:03:18,700 --> 00:03:21,400
advertising, then there's really
boring. 

62
00:03:22,200 --> 00:03:25,300
So I just you just sit there all
day and think of ideas and I 

63
00:03:25,308 --> 00:03:28,500
like to kind of the execution 
sign and strategy side. 

64
00:03:29,300 --> 00:03:31,700
So I kind of wanted to try 
coming up with a business 

65
00:03:31,700 --> 00:03:34,800
because it enables you to be 
creative but also execute. 

66
00:03:36,400 --> 00:03:38,800
But yeah I mean I guess I was 
always thinking of like weird 

67
00:03:38,800 --> 00:03:42,200
ideas when I was at University I
was like inventing things that 

68
00:03:42,200 --> 00:03:48,700
already existed really like 
greatest things, I mean maybe it

69
00:03:48,700 --> 00:03:51,400
was natural. 
Do you have any words of wisdom?

70
00:03:51,500 --> 00:03:55,600
Wisdom for someone who maybe who
has an idea that, you know, they

71
00:03:55,600 --> 00:04:00,100
need to act on. 
Yeah no definitely. 

72
00:04:00,100 --> 00:04:03,900
I mean I think like leaving 
University age or even instead 

73
00:04:03,900 --> 00:04:07,800
of University starting a 
business is one of the best 

74
00:04:07,800 --> 00:04:10,900
routes you can go down in terms 
of if you want to learn skills, 

75
00:04:11,800 --> 00:04:14,000
come up with ideas and execute 
things. 

76
00:04:14,000 --> 00:04:17,500
And at that age you can't really
lose like you don't have any 

77
00:04:17,800 --> 00:04:23,900
like kind of strong 
responsibilities, so it's 

78
00:04:23,900 --> 00:04:25,800
actually a really good time to 
start a business. 

79
00:04:25,800 --> 00:04:29,100
If that's something that you 
want to do, and I Just say go 

80
00:04:29,100 --> 00:04:32,200
for it and I also think it's 
something that education 

81
00:04:32,200 --> 00:04:36,000
providers should really look at 
because when you're you have to 

82
00:04:36,000 --> 00:04:40,700
figure stuff out for yourself 
like for example I was pretty. 

83
00:04:40,700 --> 00:04:43,600
I couldn't really use Excel to 
start out with and now I'm 

84
00:04:43,600 --> 00:04:47,000
pretty Advanced all just 
remember kind of searching 

85
00:04:47,000 --> 00:04:50,000
online. 
It just shows that like the way 

86
00:04:50,000 --> 00:04:52,900
education makes learning things 
is really boring and actually, 

87
00:04:52,900 --> 00:04:54,900
it's really interesting to learn
something. 

88
00:04:54,900 --> 00:04:57,500
When you have, when you have to 
practically apply it to your own

89
00:04:57,500 --> 00:04:58,200
eye. 
Ideas. 

90
00:04:58,200 --> 00:05:03,900
Yeah, and I think most of people
in business would say, sometimes

91
00:05:03,900 --> 00:05:07,700
your success is the success of 
the people around you, the team 

92
00:05:08,000 --> 00:05:10,700
and how you build it him. 
I do know that you did have a 

93
00:05:10,700 --> 00:05:14,800
co-founder with you when you, 
but how have you how have you 

94
00:05:14,800 --> 00:05:17,100
got over that hurdle? 
Because, you know, I don't know.

95
00:05:17,100 --> 00:05:19,400
For example, I can imagine 
fixing here but I don't have any

96
00:05:19,800 --> 00:05:22,700
coding friends. 
I don't I can't code or and 

97
00:05:22,800 --> 00:05:26,100
how'd you get over that or how 
difficult was it to get over 

98
00:05:26,100 --> 00:05:29,600
that element? 
Oh, well, I'm not ever that I 

99
00:05:29,600 --> 00:05:32,500
have a co-founder who is uh, CT.
Oh yeah. 

100
00:05:33,600 --> 00:05:36,000
So definitely. 
That is that, I mean, for 

101
00:05:36,000 --> 00:05:38,900
starting a tech company, I think
that is pretty fundamental 

102
00:05:38,900 --> 00:05:43,600
having someone who understands 
Tack and is as committed and as 

103
00:05:43,600 --> 00:05:48,000
kind of has as much skin in the 
game, as you do because I can 

104
00:05:48,000 --> 00:05:50,400
imagine, if you were kind of 
hiring a CTO and someone who's 

105
00:05:50,400 --> 00:05:53,900
kind of leaves every three 
years, it would be a lot harder.

106
00:05:54,100 --> 00:05:55,900
Yeah. 
And having that knowledge is is 

107
00:05:55,900 --> 00:05:59,000
really key and there's Lots of 
ways you can meet people. 

108
00:05:59,400 --> 00:06:03,600
So, for example, there's kind of
technique UPS as hackathons are 

109
00:06:03,608 --> 00:06:07,100
really good way to meet people, 
as well as I think, for kind of 

110
00:06:07,100 --> 00:06:10,400
young Founders, starting out 
applying to something like 

111
00:06:11,700 --> 00:06:15,500
something, like an accelerator, 
like wire or entrepreneur first,

112
00:06:15,500 --> 00:06:17,300
which actually helps kind of 
match people and fun. 

113
00:06:17,300 --> 00:06:20,600
Businesses is a really good way 
to start. 

114
00:06:20,700 --> 00:06:23,700
Oh, well, cool. 
In terms of just moving on a 

115
00:06:23,707 --> 00:06:27,300
little bit in terms of going 
back to actually our first 

116
00:06:28,700 --> 00:06:33,600
Encounter which was all about 
buy online, pick up in store and

117
00:06:33,600 --> 00:06:38,700
building efficiency, I just, and
that was 2013. 

118
00:06:38,700 --> 00:06:40,200
I think so. 
Yeah. 

119
00:06:40,500 --> 00:06:44,300
In 2012, right Eugenie? 
Yes, yeah, okay. 

120
00:06:44,400 --> 00:06:47,800
So so it's been going for a fair
while. 

121
00:06:48,000 --> 00:06:51,300
I mean, the evolution of buy 
online, pick up in store, to 

122
00:06:51,300 --> 00:06:54,800
Virtual queue management and I 
also saw on your website, your 

123
00:06:54,800 --> 00:07:00,600
also have a sort of a 
proposition for For luxury in 

124
00:07:00,600 --> 00:07:02,700
terms of appointment booking as 
well. 

125
00:07:03,600 --> 00:07:06,800
For people who sort of maybe 
don't know the area or don't 

126
00:07:06,800 --> 00:07:09,900
understand the friction or the 
challenges specifically during 

127
00:07:09,900 --> 00:07:11,800
covid. 
Can you just talk about the 

128
00:07:11,800 --> 00:07:15,600
problem and then potentially how
you've sort of tackled solving 

129
00:07:15,600 --> 00:07:17,800
those problems? 
Yeah. 

130
00:07:17,800 --> 00:07:21,300
So for sure so I guess when I 
was kind of roomy when I when we

131
00:07:21,300 --> 00:07:24,800
first met Ali I was kind of 
trying to explain to people, you

132
00:07:24,800 --> 00:07:27,700
can have customers join the 
queue from outside of the When 

133
00:07:27,700 --> 00:07:31,700
you can message them when, when 
it's a turn and we had a couple 

134
00:07:31,700 --> 00:07:34,700
of retailers up kind of take on 
that method of the customer 

135
00:07:34,700 --> 00:07:36,700
joining in a queue by their 
phone. 

136
00:07:37,100 --> 00:07:39,300
But most of them actually, just 
letting them join the queue by 

137
00:07:39,300 --> 00:07:42,800
host or potentially in Europe by
a kiosk, because we've been 

138
00:07:42,800 --> 00:07:45,400
very, very wary of queuing 
systems and whether customers 

139
00:07:45,400 --> 00:07:48,800
will use in the like them, but 
it's covid. 

140
00:07:48,800 --> 00:07:51,100
We've just seen this kind of 
mass adoption, amongst 

141
00:07:51,100 --> 00:07:55,000
customers, and retailers of this
kind of scanning, a QR code to 

142
00:07:55,000 --> 00:07:57,000
join the queue and staying 
updated. 

143
00:07:57,400 --> 00:08:01,400
One in weight as well as for 
click and collect like, checking

144
00:08:01,400 --> 00:08:04,800
in from your phone, or by 
scanning, a QR code, from the 

145
00:08:05,000 --> 00:08:07,300
car park, so that you can wait 
in your car and get your order 

146
00:08:07,300 --> 00:08:09,500
delivered. 
And then the appointment booking

147
00:08:09,500 --> 00:08:12,600
is kind of a little bit more 
mainstream that's been going on 

148
00:08:12,600 --> 00:08:14,000
for a while, but it's becoming 
bigger. 

149
00:08:14,000 --> 00:08:18,000
And so when you drive by pickup 
service, it's something that you

150
00:08:18,000 --> 00:08:21,300
guys are there. 
Any retailers, are experiment, 

151
00:08:21,300 --> 00:08:25,500
specific ones, you can talk 
about because I find food we've 

152
00:08:25,500 --> 00:08:29,400
rolled out with dick our phones,
They were actually the first, 

153
00:08:29,400 --> 00:08:31,800
and before they even open their 
stores, fully, they started 

154
00:08:31,800 --> 00:08:34,100
opening their stores just for 
cooking collect. 

155
00:08:35,100 --> 00:08:38,799
If you go to Dixon's conference 
tour, you can check in from your

156
00:08:38,799 --> 00:08:41,299
order confirmation email and 
you'll get a texting. 

157
00:08:41,299 --> 00:08:44,200
Someone's looking for your 
order, someone finds the order, 

158
00:08:44,200 --> 00:08:46,500
and then just drops it in the 
boot of the boot of your car. 

159
00:08:46,500 --> 00:08:49,300
So you can literally kind of 
drive in and out of store, 

160
00:08:49,300 --> 00:08:51,600
without getting out of your car.
Wow. 

161
00:08:51,800 --> 00:08:56,000
And they did you get any sort of
customer to get any stats on? 

162
00:08:56,000 --> 00:09:00,300
I don't know the the Improvement
on customer Journey or what? 

163
00:09:00,300 --> 00:09:04,100
How do you measure the success 
of these initiatives? 

164
00:09:04,500 --> 00:09:07,800
Yeah, so I guess for click and 
collect, it's more about kind of

165
00:09:07,800 --> 00:09:10,800
loyalty and getting them to, 
come back to your omni-channel, 

166
00:09:10,800 --> 00:09:13,300
whether that's or online. 
Yeah. 

167
00:09:13,700 --> 00:09:16,900
And we've definitely seen kind 
of increases in loyalty and 

168
00:09:16,900 --> 00:09:19,400
amazing feedback from customers 
saying they will definitely use 

169
00:09:19,400 --> 00:09:21,800
the service. 
Again, they've tweeted about it 

170
00:09:21,800 --> 00:09:24,900
online. 
For example, some of the best 

171
00:09:24,900 --> 00:09:27,200
ones we've seen our with the 
queuing and appointment booking.

172
00:09:27,400 --> 00:09:29,800
The install entry or install 
Services? 

173
00:09:29,800 --> 00:09:32,100
Yeah. 
Well we reduce some of our 

174
00:09:32,108 --> 00:09:37,100
clients walkouts rates by 62% 
and that's purely just by giving

175
00:09:37,100 --> 00:09:40,500
kind of customers an estimate of
how long they're waiting and 

176
00:09:40,500 --> 00:09:44,400
wears it to when you're waiting 
for a tube or bus. 

177
00:09:44,400 --> 00:09:47,100
And when they have the 
information issue in the weight 

178
00:09:47,100 --> 00:09:49,000
feels a lot shorter than when 
you're just sitting there 

179
00:09:49,000 --> 00:09:50,300
waiting. 
And you don't know when the next

180
00:09:50,300 --> 00:09:52,800
bus or train is coming. 
Absolutely yeah. 

181
00:09:53,100 --> 00:09:54,400
Okay frustrating. 
Yeah. 

182
00:09:54,900 --> 00:09:59,300
So yeah. 
So it's that and And then we've 

183
00:09:59,300 --> 00:10:01,200
helped them to. 
We've helped one retailer to 

184
00:10:01,200 --> 00:10:05,000
increase average, spend by 33 
percent just because of the 

185
00:10:05,000 --> 00:10:08,000
better customer experience. 
And a lot of our clients also 

186
00:10:08,000 --> 00:10:10,900
seeing kind of a 10% store 
conversion, increase through 

187
00:10:10,900 --> 00:10:13,400
queuing and appointments because
they're having giving better 

188
00:10:13,400 --> 00:10:15,600
service them and customers and 
one language and it is that 

189
00:10:15,600 --> 00:10:20,000
specifically during covid-19 
paprika covid, that was pre 

190
00:10:20,000 --> 00:10:23,900
covid during covid. 
I mean it's been pretty much the

191
00:10:23,900 --> 00:10:27,200
same like, much higher retention
there. 

192
00:10:27,400 --> 00:10:31,000
Anything being that obviously 
customers have been avoiding 

193
00:10:31,000 --> 00:10:33,300
stores in any way. 
You can drive them to store 

194
00:10:33,300 --> 00:10:35,200
through appointment booking is 
important. 

195
00:10:35,900 --> 00:10:39,200
And then also, once if customers
do come in to store, making sure

196
00:10:39,200 --> 00:10:41,600
they feel kind of safe and 
confident throughout their visit

197
00:10:41,600 --> 00:10:46,200
so that they will come back. 
So, as a couple of really 

198
00:10:46,200 --> 00:10:50,000
interesting, stats are also with
appointment booking that one of 

199
00:10:50,000 --> 00:10:52,400
our clients has found that sixty
percent of customers who booked 

200
00:10:52,400 --> 00:10:55,100
an appointment have never been 
to the stores before. 

201
00:10:55,300 --> 00:10:58,600
So it's that acquiring new new 
customers that don't really 

202
00:10:58,600 --> 00:11:02,400
interact with that business. 
And another thing we're seeing 

203
00:11:02,400 --> 00:11:06,100
is a massive up taking virtual 
services, so retailers, bring 

204
00:11:07,100 --> 00:11:10,400
kind of remote server so if I 
want to buy something online but

205
00:11:10,400 --> 00:11:14,600
I'm not quite sure your mean for
me it's the buyer or to drop off

206
00:11:14,600 --> 00:11:16,300
the site. 
But now there's another option 

207
00:11:16,300 --> 00:11:18,300
where it's like, okay because 
you can just click and book an 

208
00:11:18,300 --> 00:11:21,300
appointment and speak to someone
in a store in a contact center 

209
00:11:21,300 --> 00:11:26,100
about that product and this is 
obviously been cattle are like 

210
00:11:26,100 --> 00:11:28,800
covid been a catalyst Yes. 
But I think it gets them 

211
00:11:28,800 --> 00:11:32,300
required the whole time or at 
least we surveyed people and 

212
00:11:32,900 --> 00:11:35,800
Millennials and gen Z customers 
with three times more likely 

213
00:11:35,800 --> 00:11:38,200
than Baby Boomers to want 
virtual service do. 

214
00:11:38,200 --> 00:11:41,300
It's definitely kind of a 
generational thing rather than 

215
00:11:41,300 --> 00:11:43,200
just a covid thing. 
Yeah, I can. 

216
00:11:43,200 --> 00:11:46,200
Well I imagine to, I mean, that 
in my mind there's like the 

217
00:11:46,200 --> 00:11:49,900
Instagram generation that 
doesn't necessarily need to feel

218
00:11:49,900 --> 00:11:53,000
safe, but just once a digital 
experience, but then there is a 

219
00:11:53,000 --> 00:11:57,400
generation and, you know, that 
of people myself included You 

220
00:11:57,400 --> 00:12:00,500
want to feel a little bit safer 
when you go in and knowing that 

221
00:12:00,500 --> 00:12:05,300
you've got that space and that 
time I think it absolutely does 

222
00:12:05,300 --> 00:12:09,000
help that you you go in and then
you feel like, okay, this is my 

223
00:12:09,000 --> 00:12:13,800
time, this is my space in this 
environment or in terms of 

224
00:12:13,800 --> 00:12:16,100
booking. 
I'm glad you mentioned the 

225
00:12:16,100 --> 00:12:19,000
research that you did because I 
did see that on LinkedIn. 

226
00:12:19,200 --> 00:12:22,300
Was there any other sort of key 
findings that you found and was 

227
00:12:22,300 --> 00:12:24,700
there any? 
I can't remember an apologetic 

228
00:12:24,700 --> 00:12:28,200
was there one in the US and one 
in the UK or Did I ever got that

229
00:12:28,200 --> 00:12:30,000
wrong? 
Yes, that's correct. 

230
00:12:30,000 --> 00:12:32,000
So we did a 2000 consumer 
survey. 

231
00:12:32,000 --> 00:12:36,000
Just as Lockdown had started 
asking people, kind of, which 

232
00:12:36,000 --> 00:12:39,200
stores they had been avoiding 
how they felt that tricky, 

233
00:12:39,200 --> 00:12:42,200
collect, and also how they felt 
about virtual service with 

234
00:12:42,200 --> 00:12:43,200
retailers. 
Yeah. 

235
00:12:43,900 --> 00:12:47,500
And the main thing was that the 
more customers need a store, the

236
00:12:47,500 --> 00:12:49,800
more they wanted virtual service
from it. 

237
00:12:50,200 --> 00:12:53,400
So like even grocery retailers, 
a high proportion of customers 

238
00:12:53,400 --> 00:12:59,500
wanted virtual service from it. 
And And yes, it basically one 

239
00:12:59,500 --> 00:13:02,700
average. 
I think it was about 56 or 60% 

240
00:13:02,700 --> 00:13:04,900
of people want to Virtual 
servers from all these different

241
00:13:04,900 --> 00:13:07,500
types of retailers and and we 
broke it down by different 

242
00:13:07,500 --> 00:13:10,700
Capital. 
Yeah, the other thing was that 

243
00:13:11,200 --> 00:13:14,900
56% of people plan to use, click
and collect more. 

244
00:13:16,100 --> 00:13:19,600
So, even kind of amongst the 
Baby Boomers were only kind of 

245
00:13:19,600 --> 00:13:23,000
7% will use it frequently 
outside of covid, right? 

246
00:13:23,000 --> 00:13:26,900
About sit 56%, were saying that 
they would be more likely to 

247
00:13:26,900 --> 00:13:31,900
use. 
It during and covid and also 

248
00:13:31,900 --> 00:13:35,200
just the different types of 
stores that people were finding 

249
00:13:35,200 --> 00:13:37,600
it harder to avoid was very 
interested in staying. 

250
00:13:37,600 --> 00:13:41,100
So obviously grocery stores, 
people find it harder to avoid, 

251
00:13:41,100 --> 00:13:45,800
but Banks people find it very 
easy, to avoid mum children and 

252
00:13:45,800 --> 00:13:51,200
toy retailers, really, really 
important to the customers that 

253
00:13:51,208 --> 00:13:52,500
use them. 
And they found them hard to 

254
00:13:52,500 --> 00:13:54,200
avoid them, which I thought was 
very interesting as well. 

255
00:13:54,500 --> 00:13:58,100
Yeah, I know our little toy. 
A shopping. 

256
00:13:58,200 --> 00:14:02,900
Turnham green has a has a has a 
queuing system, which I don't 

257
00:14:02,900 --> 00:14:05,800
know if it's yours, but I know 
they have a queuing system and 

258
00:14:05,800 --> 00:14:07,800
have you have you expanded into 
the u.s. now? 

259
00:14:07,800 --> 00:14:12,300
Ask you Deanie Stateside as well
or you predominantly uk-based? 

260
00:14:13,100 --> 00:14:17,500
Yes, we have actually, so we're 
working with a number of 

261
00:14:17,500 --> 00:14:22,000
retailers across their Us stores
and and really like, because 

262
00:14:22,000 --> 00:14:24,800
we're working now with a lot of 
kind of global brand. 

263
00:14:24,800 --> 00:14:30,100
So we have the system, Student 
translated into all sorts of 

264
00:14:30,108 --> 00:14:34,000
different parts of the world, 
like Korea, Japan all over 

265
00:14:34,000 --> 00:14:36,300
Europe as well. 
So, that's very exciting. 

266
00:14:36,400 --> 00:14:39,600
Let's just bring it back into 
again in terms of the journey 

267
00:14:39,600 --> 00:14:41,300
that you have gone on as a 
person. 

268
00:14:41,300 --> 00:14:45,700
So, how how do you feel now? 
Almost, almost 10 years down the

269
00:14:45,700 --> 00:14:52,800
line and the, the next 10 years 
or five years, where would you 

270
00:14:52,800 --> 00:14:55,600
like to be? 
Well, I guess I'm probably only 

271
00:14:55,600 --> 00:14:58,900
really thinking kind of too. 
Years ahead every-- every year, 

272
00:14:58,900 --> 00:15:01,800
every couple of years was kind 
of have that your big kind of 

273
00:15:01,800 --> 00:15:06,300
two to three year growth plan. 
And we've got some pretty 

274
00:15:06,300 --> 00:15:10,200
ambitious targets to me based on
kind of how well things have 

275
00:15:10,200 --> 00:15:14,100
gone because of covid and how 
much our technology has been 

276
00:15:14,100 --> 00:15:16,400
adopted. 
So we're really just helping to 

277
00:15:16,400 --> 00:15:19,000
hoping to grow from there and 
I'll main goal right now is to 

278
00:15:19,000 --> 00:15:23,300
grow more internationally real. 
So to convert all the UK 

279
00:15:23,300 --> 00:15:26,500
retailers who are now starting 
to understand what virtual 

280
00:15:26,500 --> 00:15:28,700
queuing is. 
And How it's spent in official 

281
00:15:28,700 --> 00:15:31,300
to them. 
Yeah, I've noticed that you 

282
00:15:31,300 --> 00:15:35,700
obviously are focused on luxury.
What, how does luxury play into 

283
00:15:35,700 --> 00:15:38,300
the QD new world? 
Yes. 

284
00:15:38,300 --> 00:15:42,500
So luxury has become bigger and 
bigger and of the last year, 

285
00:15:42,500 --> 00:15:46,900
even we started working with 
Aiko stores internationally a 

286
00:15:46,900 --> 00:15:48,900
few years ago. 
So they were getting really, 

287
00:15:48,900 --> 00:15:51,900
really high traffic of customers
all over the world coming into 

288
00:15:51,900 --> 00:15:55,400
by their kind of heated, tobacco
devices. 

289
00:15:56,900 --> 00:16:00,000
And We've just seen and because 
you've got kind of Premium 

290
00:16:00,000 --> 00:16:04,000
Stones where people want to have
a premium waiting experience. 

291
00:16:04,000 --> 00:16:06,400
And if there's a queue, it's 
really not attractive. 

292
00:16:06,500 --> 00:16:08,900
And also people want to be able 
to book time, they're going to 

293
00:16:08,908 --> 00:16:11,700
spend a lot of money so they 
want to be able to have more 

294
00:16:11,700 --> 00:16:15,400
detailed service. 
So we're just seeing one more 

295
00:16:15,400 --> 00:16:19,500
tip with retailers that were 
working with internationally. 

296
00:16:19,900 --> 00:16:24,900
Yeah, I noticed I don't know how
long back but the word 

297
00:16:24,900 --> 00:16:29,700
choreography started to appear. 
X2 2 in terms of retail 

298
00:16:29,700 --> 00:16:32,200
choreography, what does that 
mean? 

299
00:16:32,200 --> 00:16:34,700
Can you expand on? 
What how, what's your 

300
00:16:34,700 --> 00:16:37,200
interpretation or whether what 
has that being interpreted? 

301
00:16:38,200 --> 00:16:40,900
Yes, sir, retail choreography, 
is this kind of category 

302
00:16:40,900 --> 00:16:44,900
concept? 
We created to better explain 

303
00:16:44,900 --> 00:16:47,200
what it is that we do because we
built the queuing system in the 

304
00:16:47,200 --> 00:16:50,200
booking system. 
And people kept kind of thinking

305
00:16:50,200 --> 00:16:52,300
we were just a curing system so 
we wanted to come up with 

306
00:16:52,300 --> 00:16:55,500
something, it kind of 
encapsulated what we were doing 

307
00:16:55,500 --> 00:16:59,700
and also where we wanted to take
Kitty knee over the coming years

308
00:17:00,200 --> 00:17:05,800
and it's all about, it's all 
about kind of connecting your 

309
00:17:05,800 --> 00:17:09,599
experience, your operations, and
your data and holistic Lee 

310
00:17:09,599 --> 00:17:12,900
managing those whether that's 
related to mostly around stores.

311
00:17:12,900 --> 00:17:16,099
But also some of your online 
offering and we noticed kind of 

312
00:17:16,108 --> 00:17:20,300
no one was yet kind of 
incorporating the concept of 

313
00:17:20,300 --> 00:17:22,900
experience of operations and 
data and how we tell us should 

314
00:17:22,900 --> 00:17:26,500
be looking at those holistically
and all that one, kind of a 

315
00:17:26,500 --> 00:17:29,300
framework. 
We've been creating my starting 

316
00:17:29,300 --> 00:17:32,200
to create a set of Tools around 
how to use retail choreography 

317
00:17:32,200 --> 00:17:35,300
as a concept, not just relating 
to keaney initiatives, but any 

318
00:17:35,300 --> 00:17:38,900
process or any tool that you 
implement across your business, 

319
00:17:39,100 --> 00:17:43,200
I got you and I presume the Data
Insights on top of the stuff 

320
00:17:43,200 --> 00:17:46,200
that retail is traditionally 
used to gain. 

321
00:17:46,200 --> 00:17:48,200
You know. 
I do for counters infrared 

322
00:17:48,200 --> 00:17:51,500
cameras whatever they are that 
must be phenomenal. 

323
00:17:51,500 --> 00:17:55,600
Like a know what percentage 
upgrade that they're getting on 

324
00:17:55,600 --> 00:17:59,300
data on? 
Footfall physically coming into 

325
00:17:59,300 --> 00:18:02,300
their stores. 
Yes. 

326
00:18:02,300 --> 00:18:06,000
So because obviously retailers a
lot of them will have football 

327
00:18:06,000 --> 00:18:08,900
and they have sales but what has
happened between the door and 

328
00:18:08,900 --> 00:18:13,600
the till is not very well known.
So we help to bridge that Gap by

329
00:18:13,600 --> 00:18:16,600
showing things like, how long 
customers are waiting? 

330
00:18:16,600 --> 00:18:19,900
Who's speaking to them and how 
long that service is taking one 

331
00:18:19,900 --> 00:18:22,700
of the outcomes? 
What's the survey feedback? 

332
00:18:22,900 --> 00:18:26,200
If they booked an appointment 
whereabouts in the country? 

333
00:18:26,200 --> 00:18:30,500
Did they book their From so we 
can give the lot more insight. 

334
00:18:30,500 --> 00:18:33,000
Yeah. 
If we just step away from from 

335
00:18:33,000 --> 00:18:37,900
the business and go back to your
role as a CEO, what I mean this 

336
00:18:37,900 --> 00:18:40,400
has been a really tough time for
everyone in. 

337
00:18:40,700 --> 00:18:44,700
You know I put my hand up for 
myself as well and it feels like

338
00:18:44,700 --> 00:18:49,200
you know when when you heard 
about this news of work from 

339
00:18:49,200 --> 00:18:51,200
home again you thinking oh my 
God, are we getting ready for 

340
00:18:51,200 --> 00:18:54,500
another lockdown? 
How has it been managing a team 

341
00:18:54,500 --> 00:18:55,700
through? 
This was there? 

342
00:18:56,300 --> 00:18:59,300
I mean, yeah. 
Yeah, how how did the kid Nene 

343
00:18:59,300 --> 00:19:01,400
team managed? 
And were there any tips and 

344
00:19:01,400 --> 00:19:04,100
tricks for keeping morale up 
during this time? 

345
00:19:06,300 --> 00:19:09,300
I think one thing was that we've
always been set up virtual 

346
00:19:09,300 --> 00:19:12,000
working, because we've always 
been quite flexible. 

347
00:19:12,100 --> 00:19:15,300
Yeah, whereas I've had some 
friends at companies and they 

348
00:19:15,300 --> 00:19:17,700
just weren't set up a virtual 
working and that was a huge 

349
00:19:17,700 --> 00:19:24,500
change, but it's definitely hard
to kind of keep up morale. 

350
00:19:24,500 --> 00:19:27,400
Like, I think my biggest concern
is that you don't know, When 

351
00:19:27,400 --> 00:19:29,700
someone's unhappy that you can't
just see that you can't get 

352
00:19:29,700 --> 00:19:31,700
those visual cues that you would
get in an office. 

353
00:19:31,700 --> 00:19:35,900
So it's all about kind of just 
calling people, we implemented 

354
00:19:35,900 --> 00:19:38,700
daily stand-up. 
So every morning kind of our 

355
00:19:38,700 --> 00:19:41,200
sales and marketing team will 
connect in the development team,

356
00:19:41,200 --> 00:19:44,600
have a separate call. 
And actually, we've found that 

357
00:19:44,600 --> 00:19:47,000
we've been able to do, there's a
lot more regularly than when we 

358
00:19:47,000 --> 00:19:48,600
were in the office. 
And you've got people kind of 

359
00:19:48,600 --> 00:19:53,000
there but not there and as well 
as kind of on Monday, we do an 

360
00:19:53,000 --> 00:19:57,000
all-hands meeting on zoom. 
And then on Friday we do kind of

361
00:19:57,500 --> 00:20:00,500
What did we achieve this week 
and drinks? 

362
00:20:00,900 --> 00:20:03,700
And we've also started to send 
people kind of little gifts when

363
00:20:03,700 --> 00:20:09,500
we win deals just said kind of 
feel kind of loved and also 

364
00:20:09,500 --> 00:20:11,400
reward for all the hard work 
they're doing. 

365
00:20:11,600 --> 00:20:15,200
Yeah I think the main thing for 
us there is we've just been so 

366
00:20:15,200 --> 00:20:18,800
busy and that's been really 
really kind of motivating for 

367
00:20:18,800 --> 00:20:20,900
everyone although definitely 
tiring. 

368
00:20:21,700 --> 00:20:26,200
It's also been so exciting. 
How do you I mean with the covid

369
00:20:26,200 --> 00:20:31,100
research that you It and just 
sort of looking at the generic 

370
00:20:31,200 --> 00:20:38,100
retail Market specifically in 
the UK, what's your view on the 

371
00:20:38,100 --> 00:20:41,600
or what are you seeing in terms 
of the indications? 

372
00:20:41,600 --> 00:20:43,500
Are we? 
Because there's this been, this 

373
00:20:43,500 --> 00:20:46,600
whole view of a bounce-back, 
people will just go back to 

374
00:20:46,600 --> 00:20:50,000
their behaviors, which I think 
happened in over the summer, 

375
00:20:50,300 --> 00:20:53,100
June, July August. 
But do you have any views on, 

376
00:20:53,100 --> 00:20:57,900
you know, the future of I say, 
the future of the next Six to 12

377
00:20:57,900 --> 00:21:02,600
months and and how you think 
specifically coming up to 

378
00:21:02,600 --> 00:21:07,400
Christmas if we maintain this 
trajectory of not full lockdown,

379
00:21:07,400 --> 00:21:10,200
but partial lockdown, how do you
have a view? 

380
00:21:11,200 --> 00:21:15,600
Well, I can talk about how some 
of our clients to see why, which

381
00:21:15,600 --> 00:21:20,800
is kind of inform the way that I
see it is that I guess, cause 

382
00:21:20,800 --> 00:21:24,500
like a lot of businesses will be
putting in these new systems and

383
00:21:24,500 --> 00:21:27,900
processes to manage customers 
and to Experience. 

384
00:21:28,300 --> 00:21:31,200
I think kind of things like the 
master and the hand sanitizers 

385
00:21:31,200 --> 00:21:32,800
will disappear. 
Yeah. 

386
00:21:33,600 --> 00:21:37,900
When kind of the pandemic ever 
ends but things like the 

387
00:21:37,900 --> 00:21:41,700
processes and managing customers
and and some of those kind of 

388
00:21:43,100 --> 00:21:45,600
Investments should swing. 
That's what some of our clients 

389
00:21:45,600 --> 00:21:48,400
think, like, a lot of them had 
things that queuing appointment 

390
00:21:48,400 --> 00:21:52,700
booking on the roadmap already. 
Yeah, it was really just a 

391
00:21:52,700 --> 00:21:56,000
catalyst for it. 
I think the virtual Services 

392
00:21:56,000 --> 00:21:57,300
thing will also remain. 
Maine. 

393
00:21:57,300 --> 00:21:59,300
Because our research showed 
that, that is something that 

394
00:21:59,300 --> 00:22:01,000
customers want. 
So that will be really 

395
00:22:01,000 --> 00:22:04,100
interesting to see how that 
transforms the world. 

396
00:22:04,100 --> 00:22:08,900
And then from a kind of working 
perspective, a lot of business 

397
00:22:08,900 --> 00:22:11,800
owners are talking about whether
they just have kind of go fully 

398
00:22:11,800 --> 00:22:16,300
remote and have one day a week 
in the office or a base, which, 

399
00:22:16,300 --> 00:22:19,000
to be honest, I was quite 
opposed to initially, but I'm 

400
00:22:19,000 --> 00:22:22,200
coming around more and more to 
it just by seeing how effective 

401
00:22:22,200 --> 00:22:24,800
people are. 
Yeah, when they don't have to 

402
00:22:24,800 --> 00:22:30,000
travel, obviously kind It 
reduces pollution of it which is

403
00:22:30,000 --> 00:22:33,300
great. 
And I don't know if you saw the 

404
00:22:33,300 --> 00:22:37,200
stats that like premature babies
had massively reduced this year.

405
00:22:37,400 --> 00:22:41,800
Wow, because people are just 
common and less stressed. 

406
00:22:41,800 --> 00:22:46,300
And from my perspective, I 100% 
feel less stressed because 

407
00:22:46,300 --> 00:22:49,500
you've got so many fewer kind of
commitments and ways that you 

408
00:22:49,500 --> 00:22:52,100
have to split your time which I 
found very, very stressful being

409
00:22:52,100 --> 00:22:54,600
like should I go to this event 
or should I stay at my desk and 

410
00:22:54,600 --> 00:22:56,400
work? 
What's going to be better? 

411
00:22:57,500 --> 00:23:03,400
In terms of wrapping up and 
closing any other words of 

412
00:23:03,400 --> 00:23:07,300
wisdom that you would have for 
female Founders or female CEOs 

413
00:23:07,300 --> 00:23:10,700
that are just thinking about 
starting up, or should I 

414
00:23:10,700 --> 00:23:13,300
shouldn't I? 
Yes. 

415
00:23:13,300 --> 00:23:28,600
So I would say, definitely, D to
raise kind of money. 

416
00:23:28,600 --> 00:23:32,900
I believe there is a 1% increase
in funding and yes, you this is 

417
00:23:32,900 --> 00:23:34,900
like that. 
There's more well companies as a

418
00:23:35,000 --> 00:23:37,600
kind of pattern recognition and 
there's a personal company. 

419
00:23:37,600 --> 00:23:41,000
So we need more female Founders 
to build businesses and sell 

420
00:23:41,000 --> 00:23:46,200
them and make them so that 
there's kind of more money being

421
00:23:46,200 --> 00:23:51,100
invested into female businesses.
I'd say definitely kind of asked

422
00:23:51,500 --> 00:23:54,200
but don't be afraid to ask 
people for help and everyone 

423
00:23:54,200 --> 00:23:56,900
actually really does want to 
help out young founders. 

424
00:23:57,100 --> 00:23:59,700
He's a particular female 
Founders, and that's something 

425
00:23:59,700 --> 00:24:03,100
really, really need to be able 
to leverage when you, when 

426
00:24:03,100 --> 00:24:08,300
you're starting out, please go 
of them. 

427
00:24:08,300 --> 00:24:10,000
Yeah. 
I I agree. 

428
00:24:10,000 --> 00:24:12,900
I do believe the world needs 
more Founders and female 

429
00:24:12,900 --> 00:24:15,800
Founders. 
I think parities always a good 

430
00:24:15,800 --> 00:24:18,500
thing to go for and I and 
specially from an investment 

431
00:24:18,500 --> 00:24:21,600
perspective, I think the world 
would be a better place it 

432
00:24:21,600 --> 00:24:23,500
region. 
Thank you for carving some time 

433
00:24:23,500 --> 00:24:26,200
out. 
I know it's hectic, being a CEO 

434
00:24:26,200 --> 00:24:28,400
and running your own. 
Our own team and running a 

435
00:24:28,400 --> 00:24:30,100
business. 
I really do appreciate you 

436
00:24:30,100 --> 00:24:33,700
giving us your time, and I look 
forward to seeing the growth of 

437
00:24:33,700 --> 00:24:36,300
Q Deanie. 
Thank you so much and it's been 

438
00:24:36,300 --> 00:24:37,700
great. 
Thank you. 

439
00:24:40,100 --> 00:24:43,700
A global conversation hosted by 
Alex, rezze Van being