• Rise of consumer power, expectations and demands
• Impact of effective collaboration across the supply chain
• Investing in the right technology solutions to support sustainable growth
• Importance of accurate parcel auditing
• Need for operational scalability
• Communication! Communication! Communication!
• Building trust for customer retention, loyalty and advocacy

• How did Nobacco create a comprehensive Business Model accompanied with appropriate software suite to run last mile delivery?
• How does the technology apply to the business operations, enabling (on real – time) the connection between e-shop, headquarters and Nobacco Shops / Hubs?
• What was the importance of organization readiness determining the project’s success and lead to a sustainable growth?
• How does this new service boost brand loyalty and increase retention in on-line orders, providing added value to the customers?

• Insight of Amazon’s growth over the past year and moving forward
• How the planning and execution takes place for the launch of the new Amazon Delivery Stations
• How trust and collaboration among team members play such a massive role
• Main challenges faced during the process and key attributes needed in order to achieve the goals

• Key insights from the latest ‘UK Home Delivery Survey’ sponsored by GFS – now in its 11th year this survey across 2,000 UK households is the industry’s most trusted source on the delivery preferences & attitudes of UK shoppers
• How UK consumer delivery preferences compare with other core markets – North America, Europe and Asia
• Key considerations for putting in place the right mix of services and technologies to turn the customer delivery expectations into a commercial reality

Anna Petrikoglou, Marketing Operations Specialist, Global Marketing Operations, eBay

Key take-aways:

• What is the importance of defining roles, values, key priorities and objectives in outlining available services and clearly delineating responsibilities?
• How personalization applies to the optimization of every single step of an individual customer journey?
• Why customer trust and loyalty come along with engagement and how not to neglect that part of the business
• What are the marketing practices eBay has in place in order to secure a seamless experience and offer optimized solutions to both buyers and sellers in a transactional journey that is mutually beneficial for both parties involved.
• How a negative customer experience can lead to a positive seller feedback, while facilitating the identification and treatment of the pain points of a delivery process.

• Leverage AI for the last-mile experience.
• Pobuca Orders optimizes your last-mile experience by offering a customer service bot that communicates with customers after their purchases and until use the product.

“Operating in the ‘Zone of Trust’”

Peter Dorrington, CX Analytics Expert, Award Winning blogger and founder of XMplify Consulting LTD coordinates the discussion with:

• Jennifer Clark, Product Marketing & CX Guru, IBM
• Andrew Lockwook, Senior Manager, Solutions Design, Suddath Global Logistics
• Alexander Low, Head of Enterprise Strategy & Operations, Lately
• Nikos Varvadoukas, Chief Omnichannel Officer, Cosmos Sport

Daniel Vines, Vice President Inside Sales & Freight Europe, FedEx Express

Themistoklis Meletiou, HSC Operations Manager, Alfa-Beta Vassilopoulos

Georgios Ninikas, Managing Director SE Europe, ORTEC

Key take-aways:

• Analysis of the home delivery operations of one of the major grocery retailers of Greece
• What were the main business challenges and the current situation
• How the retailer managed to efficiently apply a route optimization software to appropriately address the challenges at hand and how to integrate it within the various systems
• What are the experienced benefits and lessons learned for improvement
• Future plans to employ a dynamic time-slot offering, i.e. an optimization service that provides customers possible time-slots to book via Internet

• E-commerce became part of the new normal in the past year, creating lots of new challenges for cities, such as congestion and increasing emissions.
• What are the trends in last-mile delivery, the future of the last-mile eco-system and how LeasePlan can help to accelerate the transition to electric LCVs.

• Enhancing speed and efficiency in total order lifecycle with our in-house developed platform
• Providing a total last mile solution for both retail and wholesale
• Using smart tools for everyday in-store operations
• Showing technical agility during the pandemic
• Designing the future of delivery

• Current e-commerce landscape for returns management
• RL Strategies to reduce returns
• Success stories
• Options for asset recovery

Live from Amsterdam  
–
Special appearance

• How did Picnic build a unique farm-to-fork platform that moved this startup from Impossible to Inevitable?
• How this approach can and will transform every (and also your) industry?
• Do you wonder how technology defines the future of food and retail, taking under consideration the need for sustainable growth?
• Do you wonder how we make cities smarter, safer, and cleaner?
• Think in 10x if you wanna do 10x!  Join the session!

• Improving customer experience with same-day store-to-door deliveries
• Keeping per package costs low by consolidating next-day deliveries
• Enabling expansion for same-day deliveries out of a fulfilment center

• Transparency reduces uncertainty
• Reducing “friction” to support improves the experience
• Delivery notification Build vs Buy considerations

Live from California

• How can we shorten lead time and offer speedy shipping to the customers?
• How can we be prepared to pivot and think outside the box?
• How can we stay on top of supply chain trends and close to the pulse of logistic innovations?