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The Delivery Conference 2019 Live - Panel Discussion

Couldn’t make it to TDC Global this year? or simply want to recap on the sessions? Good news – you can still catch the number one event in eCommerce delivery! For the first time, MetaPack were live streaming and have over 5 hours of recorded video content for you to enjoy.

We recorded sessions from the eCommerce and Customer Experience Stream, so you can access 8 different talks from leading retailers, carriers and brands. In addition to this stream, you can also enjoy exclusive video content from the morning session, including opening presentations from MetaPack Founder Patrick Wall and Retail Futurist Howard Saunders.

Panel Discussion - 26th February:

"Who Owns the Relationship with the Customer?" - chaired by Zoë Schouten, Pre Sales Manager, MetaPack

This panel will address who owns the customer relationship: the brand, the retailer or the marketplace? And what is the role of the carrier: should they be building direct customer relationships?


Philippe Hemard, Founder of PHC
Tim Jones, Director of Marketing, DPD
Martijn de Lange, CEO, Hermes
Klaus Goeldenbot, Chief Executive, Nisbets PLC
Alex Vassiliev, Chief International Officer, Yandex Market

For the full agenda visit https://www.thedeliveryconference.com/tdc-global/agenda/

Recorded Feb 26 2019 39 mins
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Presented by
Zoë Schouten
Presentation preview: The Delivery Conference 2019 Live - Panel Discussion

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  • Chaos in the Call Center Recorded: Jul 2 2020 21 mins
    Chris Kellner - Global VP Sales at DigitalGenius, Emma Clarke - Product Manager at Metapack
    Retailers have had to move swiftly in recent times to adapt to the dramatic changes in how people shop – the question is, has the overall customer experience caught up? As more consumers move online, including more than ever who are new to the format, the strain on customer call centres is at an all-time high. In this webinar, Chris Keller, Global VP Sales at DigitalGenius and Emma Clarke, Product Manager at Metapack, will explain why transparency and access is crucial to staying on top of this demand, and discuss the methods they have employed to help retailers reduce costs, increase productivity, and – most importantly – drive customer loyalty during this challenging time.
  • Discussion: The Future Shopper Recorded: Jun 9 2020 19 mins
    Tracy Adams - Global Partnerships Director at Metapack, Patrick Munden - Chief Growth Officer at Wunderman Thompson Commerce
    Join Metapack and Wunderman Thompson as we combine our insights to form a picture of what The Future Shopper might look like - after the lockdown.
  • Discussion: BOPIS – Hybrid eComm Recorded: Jun 4 2020 19 mins
    Tracy Adams - Global Partnerships Director at Metapack, Rob Shaw - Managing Director at Fluent Commerce EMEA
    Can accurate inventory visibility be a game changer for eCommerce? We’ll discuss making BOPIS work in the time of COVID-19 through improved stock visibility across the supply chain, and how data can be used to increase customer engagement for the instant gratification that today’s consumer demands
  • Discussion: Predictions of the Post-lockdown Future of eCommerce Recorded: May 28 2020 13 mins
    Tracy Adams - Global Partnerships Director at Metapack, Deepak Anand - Director, Strategic Partnerships at BigCommerce
    Join us for a chat with BigCommerce as they draw on their experience of serving online retailers and brands to debate the future of eCommerce.
  • Discussion: Ship from Store Recorded: May 26 2020 11 mins
    Tracy Adams - Global Partnerships Director at Metapack, Katie Langely - Global Head of Partnerships at Doddle
    Join us for an exchange on the success of ship from store solutions in the time of COVID. How do successful solutions work? And, how do we suggest you get started?
  • Future of eCommerce: Post-Lockdown Predictions Recorded: Apr 29 2020 50 mins
    Panel: Chloe Harris of Farfetch, Duncan Licence of Metapack, Ian Jindal of InternetRetailing
    Recent figures suggest eCommerce sales, driven largely by the onset of the COVID-19 pandemic, have risen 88% globally. With the internet awash with eCommerce experts analyzing the current state of online shopping as well as highlighting the challenges of fulfillment that we’re currently experiencing; focus is beginning to shift to what happens after the crisis, when these challenges are no longer prevalent.

    Hopefully sooner rather than later, this global threat will pass, and physical stores will once again open their doors to the masses. As current barriers such as air lane closures and social distancing measures are removed, will we return to business as usual? What will the new ‘normal’ look like?

    Our panel of experts will discuss current consumer behavior, as well as delivery and eCommerce trends that might signal what online shopping will look like post-pandemic. With speakers including experts from across the eCommerce landscape, they’ll take a deep dive into the key learnings retail leaders and delivery providers should be taking away from this period of disruption, in order to thrive in the future retail environment.

    Panel: Chloe Harris - Development Director- Delivery & Returns at Farfetch, Duncan Licence - VP Product & Partnerships at Metapack, Ian Jindal - Editor-in-Chief at InternetRetailing

    Moderated by Steve Allen of Metapack.
  • 7 Keys to Retail Stability in the COVID Era Recorded: Apr 22 2020 42 mins
    Duncan Licence - VP Product & Partnerships, Mariët van Uuden - Director of Technical Product Management
    Metapack is uniquely positioned at the core of eCommerce shipping and delivery to witness the critical challenges currently facing all aspects of the retail business. A common and significant concern from retail leadership is ‘How will we survive the COVID era? How can we continue to trade despite store closures, warehouse closures, and general consumer reluctance?’.

    In this new world of uncertainty, one thing is clear: retailers who don’t innovate their operations models and transform how they serve customers will fail—and there are plenty of examples of this already happening. Duncan and Mariet will discuss the prevalent challenges facing retail businesses and share the 7 most powerful ways leaders are shifting their mindset and their operations to rise above disruption and continue trading.
  • Getting Returns right: How to make your returns experience exceptional Recorded: Sep 18 2019 41 mins
    Sebastian Naylor, Product Owner, Metapack and Laura Matthews, Content Marketing Manager, Metapack
    Do you have a successful strategy to manage Returns?

    41% of consumers say they sometimes or often purchase multiple products online knowing they will return some or all of them. Retailers and brands need to get the returns experience right to reduce basket abandonment, increase conversion and increase customer loyalty.

    Learn how you can reduce your reverse supply chain costs and provide a differentiated returns experience in our webinar.

    We will share best practise examples and insight for getting returns right.
  • Delivering Global Loyalty: A Strategic View of the Dynamic Delivery Experience Recorded: Aug 27 2019 38 mins
    Kent Allen, co-founder, Global eCommerce Leaders Forum and Metapack
    Curious about how to grow customer engagement and increase conversion while improving the cross-border ecommerce shopping experience? Start by making the global delivery experience more dynamic!
    Join GELF and GELF NYC ’19 Platinum sponsor, Metapack, for this new webinar that will preview some of the key themes of this year’s program (September 19th). The GELF team will open the webinar by discussing how the latest international market data and cross-border ecommerce trends have defined the program for GELF NYC ’19. Drawing on lessons learned by some of the world’s leading brands, the webinar will also explore how consumer delivery expectations differ from country-to-country and continent-to-continent.
    Learn how crafting a transparent post-order experience localized to the unique preferences of shoppers in different markets fosters customer loyalty. Leave with actionable insights about how US brands can create a more dynamic delivery experience as they expand into Europe – and how lessons learned abroad can help them optimize the shipping and delivery experience in Canada and the US. Fill out the form to set up your free BrightTALK account and reserve your spot for our upcoming webinar.
  • How Delivery Options Can Differentiate Your Business Recorded: Jun 3 2019 32 mins
    Duncan Licence
    Consumers today expect their purchases to be delivered when and where they want them. By providing up-to-date, available delivery options at the point of purchase, retailers are able to build brand differentiation and loyalty with targeted and personalised delivery choices.

    In this webinar, we will highlight the importance of providing flexible and varied customer delivery options, and look at MetaPack’s new Delivery Options Benchmark report, which gives insight into the range of delivery options provided by 52 global retailers and brands in the UK, US, France, Germany, Spain and Canada.
  • Delivering to Europe: A Guide for U.S. Retailers and Brands Recorded: May 9 2019 36 mins
    Duncan Licence
    For U.S. retailers and brands looking to expand globally and grow their revenue, the European market is attractive. Entering and expanding in Europe is challenging, but with the right guidance and preparation, it can be both achievable and lucrative. Cross-border retailers who can provide a superior delivery experience will be able to succeed in building customer loyalty and benefit from consumers with an appetite for e-commerce.

    In this webinar we’ll look at MetaPack’s recently published guide which provides insight into the European market, highlighting the complexities and offering guidance for U.S. retailers and brands.

    This is a must-attend webinar for retailers and brands interested in their cross-delivery strategy.
  • TDC Global - John Clem (MetaPack) - Closing Remarks Recorded: Mar 25 2019 10 mins
    John Clem (MetaPack)
    In this recorded session from TDC Global, you can hear the closing remarks from John Clem, General Manager, MetaPack and Chief Product & Strategy Officer, Stamps.com.
  • TDC Global - Panel Discussion - Who Owns the Relationship with the Customer? Recorded: Mar 25 2019 29 mins
    Chaired by Zoë Schouten, Pre Sales Manager, MetaPack.

    In this recorded panel session from TDC Global, we ask who should own the customer relationship: the brand, the retailer or the marketplace?

    And what is the role of the carrier: should they be building direct customer relationships?


    Philippe Hemard, Founder, PHC
    Tim Jones, Director of Marketing, DPD
    Martijn de Lange, CEO, Hermes
    Klaus Goeldenbot, Chief Executive, Nisbets PLC
    Alex Vassiliev, Chief International Officer, Yandex Market
  • TDC Global - Julia Bindley (NOTHS) - Connecting Small Business with the World Recorded: Mar 25 2019 18 mins
    Julia Bindley (Not on the High Street)
    Not on the High Street is the leading curated marketplace, connecting the best small creative businesses with the world, offering customers unique designs, high-quality craftsmanship and inspiring stories about the people who make them.

    In her talk from TDC Global, Julia invites you to learn more about the challenges of smaller shippers - as well as ways the industry can overcome those.
  • TDC Global - Duncan Licence (MetaPack) - Keep Your Customers Coming Back Recorded: Mar 25 2019 31 mins
    Duncan Licence (MetaPack)
    Retailers and brands need to reconsider the transactional relationships they have with their customers if they are to keep those customers coming back. Figuring out how to use post-purchase engagement to meet customers expectations and to create loyal customers is critical for creating a sustainable business.

    In this recorded session from TDC Global, Join Duncan Licence for insight into post-purchase loyalty, original research on consumer expectations and MetaPack’s plans in this space.
  • TDC Global - Steve Oliver (musicMagpie) - From the Converted Garage to... Recorded: Mar 25 2019 23 mins
    Steve Oliver (musicMagpie)
    Steve Oliver, the co-Founder and Group CEO of musicMagpie (UK) and Decluttr (US) shares his story of how a business that was started in his garage, trading a few boxes of old CD’s and DVD’s, became the biggest seller in the world on both of the major global platforms of Amazon Marketplace and eBay.com and the focus that has been required on providing the consumer with world-class logistics, both inbound as they buy product from consumers and outbound as they resell it.

    In this recorded session from TDC Global, Steve also discusses the reinvention of the business from purely trading in CD’s and DVD’s to now being the UK’s biggest and best mobile phone recycler (which is now more than 50% of the business), the growth of the direct online musicMagpie store and the rapid growth of the group’s US brand, Decluttr.com, which in less than 5 years has become a $50m turnover business and the different challenges that operating consumer logistics in the US has presented to the ones faced in the UK.
  • TDC Global - Neil McLauchlan (eBay) - Empowering British Business Recorded: Mar 25 2019 16 mins
    Neil McLauchlan (eBay)
    The UK retail landscape is going through a radical shift, driven by customer behaviour and the changing role of technology. As further consolidation occurs across the retail landscape, there will be fewer but larger shopping destinations that will be customer-centric, technology-forward and global in nature.

    In this recorded session from TDC Global, Neil McLauchlan explains how eBay will continue to be one of those destinations by embracing disruptive technology, innovating on behalf of customers and driving business growth around the world.
  • TDC Global - Emma Mead (Holland and Barrett) - Customer Delivery Experience Recorded: Mar 25 2019 20 mins
    Emma Mead (Holland and Barrett)
    In this recorded session from TDC Global, Holland and Barrett’s Emma Mead talked us through their approach to the customer delivery experience. Emma described the retailer’s approach to segmenting customers to ensure the customer journey and delivery is suitable for all.

    Finally, Emma gives some useful insights into providing a consistent customer delivery experience across different geographies.
  • TDC Global - Bruce Harryman (John Lewis) - Online Demand Planning Recorded: Mar 25 2019 20 mins
    Bruce Harryman (John Lewis)
    When planning fulfilment there is no such thing as a typical day. The type of product, day of the week or year, the purchasing device used and even the weather can all influence the shape of customer purchasing decisions, and some are also factors in the returns journey.

    In this recorded session from TDC Global, Bruce Harryman from John Lewis takes a look behind the average in-day profile, explores the impact that these various components have on the pattern of online demand and considers what this means from a planning perspective.
  • TDC Global - Graeme Carter (Avon) - Making Over A Beauty Icon Recorded: Mar 25 2019 16 mins
    Graeme Carter (Avon)
    Avon has been delivering beauty products to doors for over a century – selling through millions of Avon Representatives to customers across the world. It’s a 130-year business model that is undergoing a huge transformation.

    Supply chain evolution (and revolution) is core to Avon’s transformation strategy. The ultimate aim – to delight HER – the Beauty Entrepreneur at the centre of the business, selling through her social networks.

    In this recorded session from TDC Global, Graeme Carter (Group Vice President, Avon) will share more about Avon’s plan to open up the business to future growth – through digitisation, through partnerships and through new and innovative ways of working.
Trusted eCommerce Delivery
As the Global leading provider of eCommerce delivery management technology to enterprise retailers and brands, we find ourselves uniquely positioned at the core of eCommerce shipping and delivery to witness the critical issues currently impacting all aspects of retail business. Join our Trading Through Disruption Virtual Series as we debate these issues and identify opportunities to rise above disruption, to thrive now and post-pandemic.

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  • Title: The Delivery Conference 2019 Live - Panel Discussion
  • Live at: Feb 26 2019 9:15 am
  • Presented by: Zoë Schouten
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