eDelivery Conference 2016

eDelivery Conference - fulfilling the multichannel promise Availability and Experience “Creating options and providing robust solutions” could be the mantra of the multichannel professionals responsible for “S-O-L-D” – Supply Chain, Operations, Logistics and Delivery. As delegates know, the infrastructural aspects of multichannel retail are creating new capabilities that our marketing colleagues can turn into customer promises. Immediately ‘after the buy button’ we’re involved once more in fulfilling those promises – delivery, service, returns management: at the customer’s home, work, collection points and of course in store. As we look across the InternetRetailing IRUK Top500 multichannel retailers we see the increasing role that S-O-L-D plays in success. This takes two forms: the first is in offering new capabilities to set our businesses apart; the second is in the ruthlessly consistent execution of those services. Across the board, all of our retailers in the Top500 have improved year on year and so the competitive drive is to maintain progress, running with the leading groups and not being outpaced by nimbler, more capable peers. It is against this backdrop of improving performance that we have extracted our themes for the second annual eDelivery Conference: names “Availability” and “Experience”. We have noticed that as channels merge and disappear in the consumer’s mind, so the notion of ‘availability’ has stretched. From simply “being in stock when the customer visits”, we now see products in terms of whether they are “in service” to the customer. If she doesn’t need an item for a few days then a product might be ‘in service’ or ‘within promise’ even if we don’t have it in stock… Drop-ship, 3rd party vendors, just-in-time replenishment, extended ranges, ship from store, selling goods that are in the returns process, and other practices work together to allow us to say ‘yes’ to more of the customer’s demands. In the “Availability” stream we will investigate the many approaches created by leading retailers to increase the ROI on stock holding, reduce the cost to serve, reduce customer disappointment… in short, how to make the customer as happy as our CFO! The second stream recognises the contribution of the operational side of the business to delight and service the customer. Rather than remaining a ‘back-office’ function, the “Experience” track highlights how eDelivery professionals are a new direct-to-customer team, directly impacting the customer’s experienced. Whether enhanced product handling and packaging, customisation and special orders, final mile (final moments) delivery experience, returns handling especially for VIP customers, replacement and repair as well as customer service… the eDelivery professional has a more extended contact with our most profitable customers than do our digital marketing colleagues! In this stream we’ll illustrate the approaches of the best retailers and uncover their techniques, success metrics and importantly their plans for further development. Our scope at eDelivery is a pan-European one, reflecting the fact that the major networks and suppliers already operate across borders. Consequently our speakers will be drawn from the leaders in Europe. The two conference tracks will be supplemented by a parallel-running roundtables track, focused on specific techniques, tools and focused challenges. The roundtables provide a practical, deployable learning track to supplement the inspiration and best practice in the two conference tracks. As eCommerce growth within retail been enabled by click and collect and cross-channel capabilities, so the focus with multichannel retail has turned to the logistics, operations and supply chain professionals ‘behind the buy button’. Increasingly seen as a service to the customer-facing commercial teams and our focus in our inaugural eDelivery Conference is to consider how the increasingly-demanding promises are made and delivered. eDelivery Conference is the ‘Rosetta stone’ between the hard-iron realities of large-scale operations and the irresistible force of the connected customer. The Conference will follow the Board-level agenda between expert, senior operations and supply chain leaders with their commercial peers on the Board. However, eDelivery is a peer-led Conference and so we will not only look at the ‘solutions’ offered to the business, but the approaches, challenges and learnings that underpin the successes. We all know as engineers that there are myriad ways to approach any challenge and while successes are visible and celebrated, we seek to understand and learn from the thinking, the approaches, and the capabilities that underpin this visible success. Too much of the ‘RetailCraft’ within the supply chain is not explored outside of its own silo: the largest compliment a business often pays is to see the capability as invisible, “it just works”, a service. However there’s a certain element of ‘magic’ about complex operations working at scale - flexing, improving and creating new opportunities. We have an unashamed focus on the UK and European Top500 multichannel retailers (as researched by InternetRetailing). These are the businesses whose capabilities are admired and emulated globally, and this conference will hear from those leaders while offering them an opportunity to learn in turn from peers. At eDelivery Conference we celebrate the collaboration, imagination and rigour of supply chain professionals and explore how today, tomorrow and in the coming years they can truly fulfil the multichannel promise. All streams will cover the main topics within supply chain, and the Streams are structured to move through the supply chain: - Keynotes - set strategy and inspiration - Stream keynotes set out the challenges and scope - NEW Roundtables unpick the detail - Supply Chain: working with buyers and merchandisers to move from purchase to warehouse - making products available for sale at the right margin - Warehouse Management and Operations: from palette via pickable to despatch. - Logistics: moving products between warehouses, stores, customers, partners and suppliers - our products on the move - Delivery: in the customer’s hands: the experience, service and approaches for the final metres and moments: to home, to store, to collection point or digitally. Also includes returns - Customer service: the interface between the brand, the purchase and the customer information, problem-solving, order management, loyalty and experience - Integration: bringing the learnings together, creating a whole that exceeds the sum of the parts and closing with a view of the coming opportunities in 2016+. STREAM 1: Retail Fulfilment Retail Fulfilment will examine how the rapid growth of online retail has impacted traditional infrastructure revealing new approaches for achieving efficiency, responsiveness and agility. Migration to online shopping has forced retailers to restructure operations, models and relationships with customers and suppliers in order to achieve a robust and competitive supply chain. In this track, delegates will hear, first-hand how leading retailers are getting to grips with the latest technology and operational strategies designed to increase growth by gaining first-hand insights into key topics including: omnichannel, international growth and delivery, big data, sourcing, returns management and collaborative working. This conference will get to the heart of what is needed to improve operational effectiveness in the omnichannel today. STREAM 2: Delivery Delivery is all about getting things right in the final mile! Orders drive retail business: making a product buyable for a customer; enabling the transaction; getting the product to (and sometimes from) a customer, whether at home, in a store or collection point. However, the customer no longer sees this as a ‘process’ or ‘journey’ or connected points - they are demanding a seamless, continuous connection with the retail brand, products and capabilities. In this conference, the industry will gain a well- rounded perspective on how the retail trailblazers are flexing, reworking and revolutionising customer delivery strategies to increase efficiency and win loyalty in the new retail landscape that has placed ‘delivery’ centre stage! ROUNDTABLES Streamlining your organisation to achieve profitable availability each and every day, whilst also being adaptable and responsive to changing conditions is no mean feat. These brand new roundtable discussions will bring together the brightest minds to share successes, admit to failures (off the record!) and challenge conventional thinking.


Novotel, Hammersmith


InternetRetailing Events

Language: French

Expertise: Warehousing

Industries: Retailers & Brands - Other

Event added by: Stephanie Nketia

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