What: Magasin du Nord is using service kiosks and Samsung smartwatches to connect customers with store associates in real time, improving response speed and premium in-store service.

Why it is important: Magasin du Nord’s 8% NPS lift demonstrates that connected service tools can create measurable gains in customer satisfaction and operational efficiency.

Magasin du Nord is using technology to strengthen human service in its department stores, installing customer service kiosks across departments and equipping associates with Samsung smartwatches. Customers can request immediate assistance with the touch of a button, whether on the sales floor, in fitting rooms, or at checkout, while staff receive real-time alerts and can respond quickly. The system also allows employees to request support from colleagues or specialists during busy periods, improving collaboration and operational flow. Developed with ITAB, Turnpike Group, and Samsung, the initiative reflects Magasin du Nord’s post-2021 transformation under Peek & Cloppenburg, with a focus on service excellence and premium customer experience. Rather than replacing staff, the technology helps associates be present exactly when and where customers need them. Early results show an 8% increase in NPS in the first month, demonstrating how connected service tools can deliver measurable improvements in satisfaction, responsiveness, and store performance.

IADS Notes: McMillanDoolittle in May 2026 identifies Magasin du Nord’s service kiosk and smartwatch system as a notable retail innovation, showing how connected devices can improve in-store responsiveness, staff coordination, and customer satisfaction. Nordjyske in April 2026 reports that Magasin du Nord delivered a 9% increase in retail sales for 2025 and higher net profit, supported by investments in omnichannel innovation, experiential formats, local brands, and service improvements. Via Ritzau in May 2026 highlights Magasin Lyngby’s “Store of the Year” recognition, linking it to infrastructure investment, service innovation, customer experience, and local engagement. The Retail Bulletin in March 2026 places Magasin du Nord within a wider Danish retail transformation, where department stores are using omnichannel tools, experiential formats, and service quality to adapt to changing consumer expectations. Harvard Business Review in April 2026 and John Ryan Newstores in December 2025 both underline the renewed importance of physical stores as experience-led, digitally integrated environments where technology supports human interaction rather than replacing it. BeautyMatter in April 2026 adds that personalization, service, and emotional engagement are becoming central to differentiated store experiences. Together, these sources show that Magasin du Nord’s connected service model fits a broader shift toward technology-enabled human service, where digital tools help staff respond faster, collaborate better, and strengthen the premium in-store experience.

Magasin du Nord uses smartwatches to improve customer service