Third party logistics providers are retailers’ representatives and Hermes’ head of customer service Dawn Redman will discuss how 3PLs deliver not just the produce but also the brand at this year’s 3PL conference in Forest of Arden.
Redman will discuss the concept of best practice, how in an omni-channel world final mile delivery has become the face of the brand. She will also talk deliver case studies on how to manage relationships with both sets of customers.
The growth of online shopping and the development of omni-channel logistics is having a massive impact on logistics strategies in the retail sector and 3PLs are being called upon to respond. Sean Hallows, operations director at Clipper Logistics, will look at how 3PLs can provide leadership on emerging challenges in e-commerce space such as the rapid growth of returns and reverse logistics.
Logistics providers have become the guardians of their client’s brands and in an omni-channel world, how that brand is delivered over the final mile can be make or break Dawn Redman, head of customer service at Hermes, will consider the challenges this poses for the logistics provider and how delivery best practice is changing to meet these increased responsibilities. The relationship with the customer is at the core of every third party logistics arrangement and building strong partnerships is a key objective.
Mark Catley, head of e-commerce development at Norbert Dentressangle, will discuss a journey of growth and innovation involved in developing a partnership and joint culture.
In particular he will consider how the two teams can best work together to ensure consistent results and satisfaction on both sides, and consider the contention that collaboration between client and third party provider can change working cultures for the better on both sides and deliver real structural change.
The use of voice technology has been growing rapidly, and says Darrel Williams, regional director at Honeywell, it can enable flexible picking and streamline warehouse operations, allowing 3PLs to focus on core competencies. In this session he will look at how voice technology can enhance task optimisation and support both scalability and changeability within the 3PL environment.
The conference will also include a session on customer communication. Siamac Rezaiezadeh of OpenMarket will look at the use of email, call or SMS messaging to achieve this. Are customers more likely to interact when communicating via SMS, rather than email?
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