Achieving excellence in light of the pandemic and Brexit
In March 2020, COVID suddenly enforced an unplanned peak on the delivery network as the UK entered its first lockdown. But the surge in online volume continued, even after lockdown was lifted, culminating in a huge Black Friday and peak period.
Now, as 2021 brings a new phase of the pandemic, expert speakers at the IMRG Delivery Summit assess the changes – both to volume and process – bought about by the twin disrupters of COVID and Brexit, to debate how operations are evolving in response to these challenges.
Theatre Sponsor - Scurri
09:30 - 09:40: How are online order volumes correlating with sales revenue? Pt 1 - Andy Mulcahy, Strategy and Insight Director, IMRGFor the first time, IMRG have broken out an index focusing specifically on online order volumes, to run alongside the sales revenue. Do they correlate closely together and which parts of the year see the biggest gaps and why?
09:40 - 09:50: Post Brexit Tax and Customs Insight with Avalara
09:50 - 10:05: Retail Keynote: Karl Harwood, Head of Logistics at Missguided and InPost
10:05 - 10:15: Insight on achieving operational excellence - speaker TBC
10:15 - 10:25: How are online order volumes correlating with sales revenue? Pt 2 - Andy Mulcahy, Strategy and Insight Director, IMRGFor the first time, IMRG have broken out an index focusing specifically on online order volumes, to run alongside the sales revenue. Do they correlate closely together and which parts of the year see the biggest gaps and why?
10:25 - 10:45: Panel: Dealing with higher volumes efficiently with Steve Sneath, Sales Director at Intersoft - Other Panellists TBCWhat are the challenges of processing massively-increased online volumes and how are businesses adapting to:
10:55 - 11:05: Which returns propositions are the most effective? Pt I – Matthew Walsh, Director of Data and Retail, IMRGIn a new study focussing on Returns, IMRG have looked at how retailers approach returns and which elements of their offer achieve the best results.In part 1 we will be revealing the market benchmarks for Returns across different product categories and for pureplay and multichannel retailers. Plus we’ll look at how retailers changed their returns policy during COVID.11:05 - 11:20: What is the true cost of failed deliveries? with WincantonIMRG have modelled multiple scenarios to come up with estimates as to how much failed deliveries cost industry – from a retailer, carrier and customer perspective. In this session, find out where the biggest losses are and how those costs have changed over recent years.11:20 - 11:35: Retailer Q&A with Asda Logistics Services - Innovation in fulfilment and parcel services - Paul Anastasiou, Senior Director – Parcel Services and Logistics TechnologyIn this session, you will get a view of the operational developments Asda Logistics Services have been working on recently in order to service its customers in a rapidly-changing environment, plus future plans and innovations.11:35 - 11:45: The need for a renewed focus on retailers’ supply chain efficiency with Capgemini11:45 - 11:55: How has Brexit influenced cross-border demand? - Andy Mulcahy, Strategy and Insight Director, IMRGLooking at data in the IMRG Global-e Cross-Border Index, tracking online sales growth from UK retail sites to cross-border destinations, we will show how demand has shifted across Q1 of 2021 as the Brexit deal came into force.11:55 - 12:20: Panel: ‘Frictionless’ trade into Europe…and beyond?The experience of selling into the EU post-Brexit deal threw up a number of issues for businesses initially; where are we now?
15:30 - 17:30: Directors Beer & Ale Club - Invitation Only - Sponsored by Scurri
09:30 - 09:40: Which returns propositions are the most effective? Pt II – Matthew Walsh, Director of Data and Retail, IMRG
Part 2 of IMRGs new study into returns will reveal insights on how long customers usually take to return items and how that correlates to retailers policy durations. Plus, data on the difficult topic of multiple size orders will be revealed and we’ll be exploring how different payment methods will impact your return rate.
09:40 - 09:50: Insight on improving the delivery experience - Speaker TBC
09:50 - 10:10: Retail Keynote - Neil McLauchlan, Director UK Shipping and Logistics at eBay
10:10 - 10:20: Insight on improving the delivery experience with Avalara
10:20 - 10:30: Which returns propositions are the most effective? Pt III – Matthew Walsh, Director of Data and Retail, IMRG
In the final Part of IMRGs new Returns study, we’ll be comparing the different tactics and functionalities retailers employ on their websites to try and alleviate returns. The study will reveal the individual return rates of 30 retailers alongside their website propositions -providing insights into which measures help reduce returns.
10:30 - 10:50: Panel: What has happened to customer experience? with Laura Gee, Content Marketing Manager at ReBOUND Returns and Sean Sherwin-Smith, General Manager - Post Purchase at HelloDone - Other Panellists TBCThe pandemic has been very disruptive, but there seems a good chance it will be bought under control in 2021; what will constitute the best experience for customers:
11:35 - 11:45: How do retailers structure their delivery propositions? Pt II - Andy Mulcahy, Strategy and Insight Director, IMRGIMRG have been tracking the websites of 300 retailers since the COVID outbreak. This session will look at which delivery and returns options they offer, and cross-reference with performance.11:45 - 11:55: Insight on improving the delivery experience - Speaker TBC11:55 - 12:15: Panel: Optimising the channel mix The pandemic made some delivery options (such as C&C) less viable, while forcing retailers to quickly adapt elements of their distribution model:
15:30 - 17:30: Directors Lunch - Invitation Only - Sponsored by Avalara
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