Virtual Delivery
Summit 2022

How are Attitudes Towards Online Delivery Changing?

Delivery can be a frequent source of frustration for the customer, where a bad experience can damage brand loyalty. Given the increases in the cost of living, maintaining customer loyalty is under more pressure than ever before.

• What do retailers need to do to get this right?
• What do shoppers want from delivery?
• Where are the areas for improvement?

Enhancing the Experience

In this panel we will shine a light on where retailers should be focusing in order to enhance the experience their customers receive; where are the opportunities for innovation, when budgets might be getting tighter?

B-Corp Certification: What is it, How Did We Achieve it?

‘Benefit Corporations’ are a growing body of businesses who promise to do business in a way that has a neutral, or positive, impact on other humans; find out how Vivo achieved it and what is required to maintain the status.

Greg Bamford, Head of Logistics & Customer Fulfilment, Vivovbarefoot

Are your HS codes your business’ weak spot?

Using the wrong HS codes can damage your business and with the cost of acquiring new customers rising, it’s more important than ever to deliver an excellent customer service when selling internationally.

In this IMRG Delivery Summit session, Cross-Border Solutions Manager Nicole Morton outlines why HS codes could be your business’ weak spot and how to get them right.

What is most important to customers in home delivery?

Speed is becoming an increasing expectation on the part of the customer, but is it the primary thing they want from delivery?

• What do shoppers say is important?
• What does their behaviour tell us otherwise?
• How has it changed over the past few years?

Expectations Surrounding In-Transit Communication

There are many ways that logistic operators can reach customers, but which options should they use, and how frequently?

• When and how do customers want updates?
• How is customer communication changing over time?

Communicating with the Customer

This panel looks at how retailers can get their approach to delivery messaging right across the whole journey, from where and how information is presented on the site through to in-transit and post-purchase?

What Delivery Options do Retailers Commonly Offer?

Getting the right balance of options that customers respond to can be complex and expensive. How can retailers get that mix right? We conducted research including 300 retailers to find out what’s currently offered.

• Can free delivery be maintained, given the cost of doing business is skyrocketing?
• How many retailers offer fast delivery?
• How many offer free delivery?

Insight from nShift

Along with nShift, we take a look at our latest Consumer Home Delivery Review report, highlighting how the pandemic has fundamentally changed consumer expectations.

How Fast is Quick Enough?

Retailers are under pressure to delivery quickly, but finding the balance between cost, speed and convenience can be difficult. In this panel, find out how retailers can identify the right balance for them.

Retail Keynote - Launching in the MENA Region

Fadi Zaghloul, COO, Vogacloset in conversation with Ken Robertson, Head of Global eCommerce for NAQEL Express.

Vogacloset is a marketplace specialising in B2C to MENA countries, selling many UK brands. Learn about the specifics involved in that market and things to take into consideration when setting up own websites to these regions.

What are Customer Expectations Around Returns?

Making a return places additional pressure on the customer. What can retailers do to make this process as simple and convenient as possible?

• How can retailers keep the costs of returns down during an economic squeeze?
• How do customers prefer to make returns?
• How can retailers shape their returns proposition?

Enhancing the Returns Experience

What trends are we currently seeing around how customers make returns, and what can be done to ensure the costs to serve are not pulling down profitability too much?

Insight from our Headline Sponsor

Insight on how to improve your delivery proposition with our Headline Sponsor.

Retailer Q&A: Paula Bullas, Head of Ecommerce, Denby

In 2022, supply chain issues show little sign of easing. Find out how this is impacting retailers who also manage their own manufacturing, with Paula Bullas from Denby Pottery.

• Where are the pinch points in the supply chain?
• What can be done to mitigate these issues with manufacturing and supply?
• What's the outlook for the rest of 2022?

Innovation in Delivery and Returns

In this panel we will look to see where retailers should be investing to ensure their delivery models are optimised for the next phase of online retail? What innovations should retailers be looking at?