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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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IRX 2015 PREVIEW The retail delivery conference

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IRX 2015 PREVIEW The retail delivery conference
IRX 2015 PREVIEW The retail delivery conference
We're running a regular series of previews ahead of Internet Retailing Expo (IRX 2015) focusing on different aspects of the event and interviewing speakers. Today our focus is on the Retail Delivery Conference.

Delivery has moved to the frontline of multichannel retail in recent years with the rise of the anytime anywhere shopper. Now that customers can buy anytime, anywhere, they are looking to do the same when it comes to taking ownership of the goods they've ordered.

Such changing behaviour has put retail logistics at the heart of intense competition between retailers to claim a share of the growing multichannel and ecommerce retail market. To deliver to customers in the right way and at the right time is to gain a significant advantage. The arrival of the eDelivery Expo (EDX), colocated for the first time with Internet Retailing Expo (IRX 2015), is a timely one. The Retail Delivery Conference is one of two streams that form EDX, and will run on March 25 in the EDX Theatre.

"Retail Delivery will probe how retailers are managing the strategic and day-to-day operational challenges associated with new customer demands," said conference director Lisa Ploude. "What are the key logistical issues that are impacting successful home delivery, click and collect, ship from store and locker collection? What are the implementation costs and challenges associated with various models? How can retailers win on both timing and profit margins?"

Luke Massery, vice president of Groupon, opens the conference by considering how retailers can best respond to customer demands for fast delivery. His presentation, Aligning your corporate strategy with new demands for visibility, speed and customer satisfaction, is at 10.35am.

Conference sponsor WN Direct will focus on making overseas deliveries successful. international. The Winning on international delivery presentation is at 11.10am.

Maxim Romain, general manager at Wayfair Europe will debate approaches to ensuring customers get what they want from delivery and returns. His session, Meeting new customer expectations for speedy, flexible delivery and returns is at 11.45am. Following this presentation, the conference will break for lunch.

The conference resumes with a panel discussion on giving shoppers the kind of delivery experience that they want. Mark Robinson, customer delivery operations director at John Lewis, and Edward Osborne, head of dropship operations at Tesco.com, will take part in Fulfilling customer expectations in the final mile at 1pm.

Robyn Doyle, head of ecommerce strategy and planning at Carphone Warehouse, takes to the stage next, considering how logistics that crosses channels helps boost both consumer satisfaction and the financial bottom line. Omnichannel delivery – winning on customer experience and ROI is at 1.45pm.

Paolo Rangoni, supply chain director at Carrefour Italy, will consider the strategic role of the in-store delivery of online orders in his session. Click and collect – delivering online shoppers in-store is at 2.45pm.

The closing keynote is from Oliver Cofler, customer service and logistics director at Mondelez, who takes a look at the board's role in the supply chain. Bringing supply chain into the board room is at 3.20pm.

The Retail Delivery Conference takes place on March 25 in the EDX Theatre at IRX 2015. To find out more and to register for the free-to-attend event, click here.
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