Day 2

08:00

Breakfast & Registration

ADVANCING SUPPLY CHAIN

CUSTOMER RELATIONS

Final Mile
09:00

Keynote address: Designing a cognitive supply chain – The march towards digitization elevating Supply Chain from a "cost center" to enabling competitive differentiation

• Operational efficiency – The necessity of speed, accuracy and responsiveness, especially in consumer order fulfillment and last mile delivery, to succeed
• Supply Chain as a victim of its own success – decades of process re-engineering, productivity optimization, material handing automation, network optimization, clever placement of DCs, "dark stores" etc. leading to the customer expectation of "free & fast shipping"
• Leveraging modern technology disruptions – Blockchain, Internet of Things, improvements in traceability & security, advanced analytics and machine learning, drones
• The plausibility of assembling several of these emerging, nascent technologies to build out a supply-chain that responds, that reacts, that foresees, that learns from its mistakes, heals and gets better -  a Cognitive Supply Chain.
 
Grocery
09:00

Keynote address: Gaining customer confidence – Combating concerns over quality, speed, choice & ease

• Quality – conveyed through imagery, solidified in delivery
• Speed – gap in time from store to door & ensuring convenience in the process
• Choice – providing option recommendations, sampling, & delivering on assortment for consumers
• Ease – online experience, delivery execution, offering recipes
 
Final Mile
09:30

Keynote Address: Amazon and Uber have vhanged the rules: Transform now or get left behind

  • Why customer-centric operations are the new strategic imperative for all retailers
  • Five key steps to creating the ultimate last mile experience for your entire ecosystem
  • Backend efficiency + customer satisfaction = an unbeatable competitive advantage
Grocery
09:30

Keynote address: Achieving operational excellence – Shaping a customer experience that builds loyalty

• Orchestrating the work required to fulfill an online order relative to your team's vacancy to take it on.
• Gaining multiple vantage points on the order fulfillment life cycle and leveraging insights to continually evolve the last mile of a customer’s experience.
• Taking an integrative approach to eCommerce that harmonizes in-house and third party systems. 
• Empowering associates with the means to meet and exceed customers’ specific needs and preferences
• Nationwide market insights, actionable advice and tangible recommendations on how to achieve operational excellence.
 
10:00

Networking Break

FINAL MILE

TECH & IT

GROCERY

ON DEMAND

ADVANCING TECHNOLOGY

METRICS

Final Mile
11:00

Case study: E-Commerce deliveries in a hyper local world

• Changing retailer and consumer expectations
• The barriers to speed
• Localization and fragmentation of last mile delivery
• Innovation to meet market demand
 
Supply Chain / Tech & IT
11:00

Case study: Understanding the unique needs of last mile delivery and the fundamental role of technology

• Expectations of home delivery – the huge gap between delivering a package to the customers door and bringing it into their home at a specific time
• Using technology to provide constant status visibility for both the seller and end-user buyer.
• Enables real-time management and measurement of customer sentiment from point of purchase to final delivery, installation, and immediate, direct feedback from the customer on exceptions
• Challenges for technology in supporting large-format last mile deliveries
 
Grocery
11:00

Panel: Measuring the right things as your online business develops

• Utilizing key metrics as critical tools for understanding the omnichannel customer
• Understanding the stark differences between online measures and in-store measures
• Grasping the essentials of the right data capture
• Measuring the functionality of your systems to grasp whether they are enhancing or inhibiting your ability to drive the business
 

LARGE FREIGHT

Final Mile
11:25

Case study: Heavyweight home delivery – The logistics of large freight delivery

• Setting expectations for the customer – planning the delivery ahead & predicting obstacles
• In route – challenges of moving large and heavyweight products through multiple terminals on the way to the customer
• Value added services - Assembly and packaging clean up on site
• Sustainability – recycling used or old products, reusing pallets, recycling cardboard & shrink-wrap
 
Supply Chain / Tech & IT
11:25

Case study: The rise of the IoT in the Home Delivery arena

• Today there are more connected devices and connections that require immediate, local and expert service to maintain uptime and prevent data blindness
• IoT eliminates cost of having to support each operations internal B2C systems in a global market
• Will allow future delivery networks to reflect our own communications behavior via constant connection with handheld devices
 

ROUNDTABLES

11:50

1. Order Fulfillment Changes

Fulfillment networks that leading brands are implementing and what they are planning for the future
11:51

2. The shift in Global Retail – The convergence of marketing, customer service and logistics

  1.  
11:53

4. Free shipping v. bottom line

Re-evaluating cost to supplier and consumer contribution
11:54

5. Driving eCommerce sales

Offering multiple delivery options to push the eCommerce medium
round tables
12:40

NETWORKING LUNCH

RETAIL

ASSORTMENT SCALING

Final Mile
14:00

Case Study: Custom packaging – Fostering customer relations and retention while watching your bottom line

• Rise in eCommerce sales presenting an opportunity to create a direct relationship with consumers 
• Direct relationship established when your porduct reflects consumer want
• Cost & effect – ROI on expenditure and what it means for the consumer
 
Grocery
14:00

Case Study: Packaging, content & beyond - Making a case for the future of home delivery

  • What is packaging for the 21st century, and why isn't it here yet?
  • The impact of structured content on eCommerce and All Commerce
  • A path out of content cobbling to better serve your organization
 
 
Final Mile
14:25

Case study: The need for speed– Dark stores, customer service and innovations in fulfillment for ultra-fast delivery

  • Understanding customer expectations of delivery in an ever-increasing competitive landscape
  • Utilizing unique strategic locations to fulfill deliveries in an agile, responsive and painless manner
  • Innovation through the Darkstore’s model; their innovative and unique methodology of fulfillment and how it’s shaping the future
Grocery
14:25

Case Study: Omnichannel fulfillment as a balancing act

  • Using actual data from a European omnichannel retailer
  • Addressing unique challenges in designing optimal omnichannel fulfillment fees
  • Achieving optimal operating costs at the retail store level
Final Mile
14:50

Case study: Send us your favorite fit – The returns based business model making men’s style custom and hassle free

• The history of Home Try-On and its challenges 
• Exceptional returns management used as a vehicle to enhance customer communications and connections
• Send us your favorite fit – Program to both ease the “fit model” dilemma and promote sustainability with zero waste practices 
 
Jeff Brady
15:40

CHAIR PERSON’S CLOSING REMARKS

Jeff Brady, Director of Transportation & Logistics, Harry and David
last published: 13/Mar/17 16:55 GMT