Satisfying the customer in a competitive delivery market

26 June 2018

Radisson Blu Portman, London

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About the Conference

The Future of E-Commerce Delivery is relaunching as Leaders in Logistics: E-Commerce Delivery in 2018. Attend this future facing e-commerce conference to explore the most innovative approaches to customer experience and delivery operations.

Thanks to a constantly evolving landscape and the appearance of new entrants, e-commerce delivery has never been more exciting.

Both retailers and carriers strive to exceed increasingly demanding customer expectations whilst battling pressure on their cost margins. In a saturated and competitive market, refining your offering and enhancing customer engagement has become critical, enabled by closer working partnerships.

Why Attend?

  • Hear from 20+ senior figures across both retail and logistics share 6+ hours of exclusive content
  • Unmissable presentations from Asda, Navabi and CitySprint
  • Tailor your conference experience with your pick of streams on long distance cross border and last mile delivery
  • Learn from the experts in our focus session on sustainability
  • Capitalise on networking opportunities with our interactive formats including mobile voting and a workshop as well as our closing drinks reception

Who can you meet this year?

“A really meaningful event attended by Industry heavy hitters. It was an intensely valuable experience covering topics that are vitally important in today’s and tomorrow’s markets.”

General Manager, Central Planning, Operations, John Lewis Partnership

Speakers

Mathieu Paulssen, Navabi

Matthieu Paulssen

Chief Operating Officer, Navabi

Jon Ford, Ebay photo

Jon Ford

Head of Delivery Experience, eBay

Patrick Gallagher Photo

Patrick Gallagher

Chief Executive Officer, CitySprint

Paul Anastasiou photo

Paul Anastasiou

Senior Director Development – Asda Logistics Services, Asda Group

Gary O'Connor Doddle photo

Gary O'Connor

Chief Technology Officer, Doddle

Colin Turner, John Lewis photo

Colin Turner

Senior Strategy Manager - Supply Chain, John Lewis Partnership

Elena Cinquegrana photo

Elena Cinquegrana

Group Product Director, Photobox

Sebastian Steinhauser Parcelly photo

Sebastian Steinhauser

Chief Executive Officer, Parcelly

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Agenda

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Tuesday, 26 June 2018

09:00

Welcome Address by Marketforce

09:05

Chair's opening remarks

Session 1

Navigating a new world of business models

09:10
Keynote opening address

Adjusting to change: staying ahead of the curve


Mathieu Paulssen, Navabi
Matthieu Paulssen

Chief Operating Officer,
Navabi

09:25
Keynote opening address

Standing out in a competitive and saturated market


Patrick Gallagher Photo
Patrick Gallagher

Chief Executive Officer,
CitySprint

09:40
Advisory session

10:00
Leaders’ forum
Spoilt for choice? Assessing the merits of emerging delivery options

In this opening debate, our panellists will discuss the rise and respective merits of new delivery models including: direct-to-customer, customer-to-other, shops as fulfilment, crowd-sourced delivery, click and collect, access points and lockers.

  • Are existing delivery models fit for purpose?
  • How are customer expectations stimulating the growth of new models?
  • How are incumbent postal and logistics operators responding to agile challengers?
  • To what extent are retailers working to meet demand?
  • What are the opportunities for innovative start-ups?
  • How might new models affect the retailer – carrier relationship?
  • Which new model has the most potential?
  • What other innovations might bring about a step-change?

Delegates will be encouraged to participate throughout via questions and mobile voting.


Mathieu Paulssen, Navabi
Matthieu Paulssen

Chief Operating Officer,
Navabi

ari kestin photo
Ari Kestin

Chief Executive Officer,
Nimber

Patrick Gallagher Photo
Patrick Gallagher

Chief Executive Officer,
CitySprint

Jon Ford, Ebay photo
Jon Ford

Head of Delivery Experience,
eBay

10:45

Refreshments

Session 2

Strategic implications of digital innovation

11:15
Case Study: Using digital to surprise and delight the customer at every turn

Digital innovation plays a key role in the bid to elevate the consumer experience of delivery and foster long term loyalty. Carriers must be as creative as retailers in remaining one step ahead of customer expectations. Sebastian will share insight on Parcelly’s in-house technology developments and how they are leveraging these to remain competitive.


Sebastian Steinhauser Parcelly photo
Sebastian Steinhauser

Chief Executive Officer,
Parcelly

11:35
Advisory Session

11:55
Panel discussion
Maximising the opportunities of technology: seeing past the hype
  • How are new technologies transforming delivery networks?
  • Harnessing the potential of machine learning and AI in both retail and logistics
  • An explosion in last-mile delivery solutions: assessing value added
  • How can the industry successfully engage with disruptive new players?
  • Are retailers keeping pace with carriers in terms of investment in digital?
  • From declining post to expanding parcel
  • How can technology facilitate a deeper customer connection?
  • Which new technologies can deliver the consumer expectations of tomorrow?

Elena Cinquegrana photo
Elena Cinquegrana

Group Product Director,
Photobox

Gary O'Connor Doddle photo
Gary O'Connor

Chief Technology Officer,
Doddle

Sebastian Steinhauser Parcelly photo
Sebastian Steinhauser

Chief Executive Officer,
Parcelly

12:30

Lunch

Session 3

Streams

Stream A: Last mile delivery
Stream B: Long distance cross-border delivery
13:45
Case study: Adopting emerging technologies as a large omni-channel retailer

Colin Turner, John Lewis photo
Colin Turner

Senior Strategy Manager - Supply Chain,
John Lewis Partnership

14:05
Case study: exceeding customer expectations through partnership

speaker-placeholder

Senior Representative,
Stuart

speaker-placeholder

Retail Partner,
TBC

14:25
Case study: toyou at Asda

Asda’s innovative new service caters to the modern busy customer with increasingly high expectations by easing their delivery experience. Capitalising on their network of stores with extended opening hours and available parking space, Asda has partnered with a multitude of retailers to offer both parcel collection and returns through click and collect. Our Asda speaker will introduce the new service offering, and discuss how this model impacts on both customer experience and the delivery network


Paul Anastasiou photo
Paul Anastasiou

Senior Director Development – Asda Logistics Services,
Asda Group

14:45
Questions

15:00
Workshop
Anticipating and satisfying urban customers’ delivery expectations

The increasingly predominant assumption that e-commerce purchases can and should be delivered at the customer’s convenience, often with a rapid turnaround, is altering the shape of the industry. But what do urban customers actually want? With a flood of available delivery options, what is the best strategy for excellence in customer experience? Quiqup will address the meaning of the customer journey in this rapidly evolving scene, and facilitate delegates’ brainstorming of innovative ways to enhance it.

 


speaker-placeholder

Senior Representative,
Quiqup

13:45
Panel discussion
Brexit: coping with e-commerce delivery’s biggest new border
  • What is the potential impact of the various possible outcomes of the Brexit process?
  • How might a transition period work?
  • What can the industry do to best prepare?
  • What new opportunities might be created elsewhere in the EU as a result?
  • The EC’s Digital Single Market Strategy: assessing its influence
  • Understanding the cost base to ensure profitable cross-border transactions

Max Alexander XPO Logistics photo
Max Alexander

European Development Director,
XPO Logistics

Walter Trezek UPU photo
Walter Trezek

Co-chair of the e-logistics working group,
Ecommerce Europe

Mark Lincoln Pearson photo
Mark Lincoln

Global Supply Chain Director - Process and Design,
Pearson

14:25
Advisory Session

14:45
Supporting customers’ cross-border delivery experience: excellence in logistics and returns
  • How can logistics provide customers with the certainty and convenience they expect?
  • Allaying concern: ensuring a smooth  cross-border returns process
  • How to keep your customers happy
  • Looking ahead: how to sustain UK consumer willingness to purchase cross-border items

Mark Harrison IPC
Mark Harrison

Head of Markets,
International Post Corporation

15:05
A spotlight on Asia
Catering to the cross-border luxury market
  • Meeting the growing Asian demand for Western goods purchased online
  • Improving the cost ratio per item shipped: the use of 3rd party warehouses
  • How to ensure a consistently high consumer delivery experience
  • Opportunities of tomorrow: innovating beyond core postal services

https://new.marketforce.eu.com/leaders-in-logistics/wp-content/uploads/sites/7/2018/01/Michael_Mcnally-Photo.jpg
Michael McNally

Head of International Development,
Jersey Post

15:25
Questions

15:40

Refreshments

Session 4

Working collaboratively to stay one step ahead of the customer

16:10
Fireside chat
The retail and carrier ecosystem: providing an aligned and consistent delivery service

Customers often conflate their e-commerce retail and logistics experiences, anticipating a coherent and seamless brand interaction as well as always-on communication channels.

  • How best can the industry respond to these demands?
  • How can retailers and carriers forge a closer partnership?
  • To what extent do international approaches currently differ?
  • What role does technology integration play?
  • Should carriers become more white-label, their identity subsumed by the retailer?
  • Alternatively, should carriers strengthen their own brand to become logistics operator of choice for customers?

Sarah Garvin Amara Leaders in Logistics
Sarah Garvin

Fulfilment & Logistics Manager,
Amara

Jonathan Matchett Whistl photo
Jonathan Matchett

Director of International,
Whistl

16:35
Advisory Session

16:55
Focus session: sustainability

In a highly fractured and competitive market, it has become increasingly important to differentiate your offering so as to increase revenue. A critical way to bolster customer loyalty and reduce costs in the long term, applicable to both retailers and logistics, is to implement sustainable business principles. Our speakers will each give a 10 minute presentation on how their respective companies are attempting this, followed by a discussion with questions from delegates.

 


Going green: a retail perspective

Younger consumers in particular increasingly search for brands which align with their global and eco-friendly values – retailers must enable customers to feel good about their purchase decisions. In what innovative ways can retailers develop their brand so as to build customer loyalty? What is the best long term strategy to build a strong reputation as a socially responsible retailer?

 


Paul Edwick photo
Paul Edwick

Chief Executive Officer,
Lucy Locket

Going green: a logistics perspective

Carriers face growing costs as charges are levied, particularly in cities, in a bid to reduce pollution and congestion. In what innovative ways can carriers meet the pressure for decreased emissions whilst maintaining a profitable and sustainable operating model? How can carriers meet the challenge of delivering in high density areas?


Sam Clarke, Gnewt Cargo - Post & Parcel Conference
Sam Clarke

Founder,
Gnewt Cargo

17:30

Chair's closing remarks and drinks reception

Sponsors

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1 day conference pass, lunch, refreshments & drinks reception

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Venue Details

Radisson Blu Portman, London

Radisson Blu Portman, London

22 Portman Square, Marylebone, London W1H 7BG

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