DeliveryX

A ten-episode series for 2022 where we discuss with retailers and brands the state of the art in making products available to buy, then managing the delivery and post-purchase experience. We’ll cover the operations and logistics aspects, as well as consumer experience, data, brand values, sustainability… the soup to nuts of differentiating your service repeatedly, at scale and at profit.

Listen on:

  • Apple Podcasts
  • Podbean App
  • Spotify
  • Amazon Music
  • iHeartRadio
  • PlayerFM

Episodes

Tuesday Nov 01, 2022

Retail doesn’t stand still, and in this episode the panel discusses the continuous changes and the increasing pace of change. The discussion covers how the pandemic altered things again, as did/does Brexit. Flexibility and agility are required through daily trading and the year’s peaks and troughs along with scalability for future growth. A big ask for an industry that not that long ago was used to moving pallets rather than individual products. Discussion points in the podcast How do you plan for peak trading? How do you build agility and flexibility into what appear to be rigid warehouse operations? What lessons can be learnt from the agility of grocery retailers in 2020? Behind the microphones Ricky Wilson, VP Global eCommerce & Digital Operations at Pandora: https://www.linkedin.com/in/rickydwilson/  Steven Irwin, Director at Wolverine Worldwide: https://www.linkedin.com/in/irwinsteven/  Sham Aziz, Head of Customer Service at Selfridges: https://www.linkedin.com/in/shamasaziz/ David Morin, Head of Retail & Client Strategy, Narvar: https://www.linkedin.com/in/davidmorinsf/ Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/  Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/   

Tuesday Nov 01, 2022

In this episode we discuss how as ecommerce continues to grow more people will be needed to fill logistics, warehousing and delivery posts. The panel looks at how retailers are responding to the labour gap including: - AO increasing its warehousing capacity by more than 80% over the last 18 months, creating more than 1,500 jobs across the business. - John Lewis investing in extra freight and ships to ensure goods arrived in time for Christmas, as well as providing hot meals for festive temps Discussion points in the podcast Is it a case of throwing money at the problem? What can be done to increase staff retention? What training initiatives are working well? Behind the microphones Sham Aziz, Head of Customer Service at Selfridges: https://www.linkedin.com/in/shamasaziz/ Ricky Wilson, VP Global eCommerce & Digital Operations at Pandora: https://www.linkedin.com/in/rickydwilson/ Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/  David Morin, Head of Retail & Client Strategy, Narvar: https://www.linkedin.com/in/davidmorinsf/ Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/   

Monday Aug 01, 2022

In this episode we consider the business models, drivers and commercial options for delivery companies. We've seen the importance of service quality to the customer - who of course also demands extensive options and a zero cost - and so in this episode, we focus on how the carriers are adapting to, or leading, the retailer's requirements. We're joined by Mike Hancox, CEO of Yodel, and we cover: Carrier reputation and customer experience getting the 'basics' right - with a discussion on what constitutes 'basic' in our competitive market mobile notifications and the importance of 'in flight' visibility the changes in next-day delivery and customer expectation dealing with a 30% jump in parcel volumes will customers payf to sustainability the economics of bikes, routing improvements and e-vans. Throughout all of the above it's interesting to note Mike's frequent reference to the importance of technology investment - for improved capabilities and also margin. This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.   Behind the microphones: Mike Hancox, CEO Yodel: https://www.linkedin.com/in/mike-hancox-b57a883/ Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/  Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/  Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/    Recorded at Spiritland Studios, London.

Monday Aug 01, 2022

For our discussion on "returns" we are joined in the studio by Ricky Wilson of Pandora, and Steven Irwin of Wolverine Worldwide (the group that counts Sweaty Better, Wolverine, Saucony and Merrell amongst its brands). With 89% of UK consumers saying that ease of returns is a top priority, we discuss: how to make returns smoothly serial returns and 'wardrobing' "trusted exchanges" and how to speed exchange and refund can exchanges lead to further sales reducing returns at the 'buy button' the paperless future for returns and exchanges. This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.   Behind the microphones: Ricky Wilson, VP Global eCommerce & Digital Operations at Pandora: https://www.linkedin.com/in/rickydwilson/  Steven Irwin, Director at Wolverine Worldwide: https://www.linkedin.com/in/irwinsteven/  Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/  Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/  Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/    Recorded at Spiritland Studios, London.

Monday Aug 01, 2022

For our discussion on circular business models we are joined in the studio by Ricky Wilson of Pandora, and Steven Irwin of Wolverine Worldwide (the group that counts Sweaty Better, Wolverine, Saucony and Merrell amongst its brands) and Mike Hancox, CEO of Yodel. We cover: recent news on green delivery from Royal Mail, Tesco, and others Amazon's Hackney, London "micromobility hub" discuss bikes (referencing Yodel reaching over 1million bike deliveries) building sustainability into supply chains, with retailer examples from ASOS, H&M, Patagonia, Patagonia and Wolverine recycling and the efforts of making all aspect of packaging sustainable the re-commerce trend, linked to customer-to-customer despatch and the 'decluttering' trend. This episode is part of a series of 10 podcasts looking Beyond the Buy Button - subscribe to access all of them, as well as the full 'behind the scenes' interviews with our guests.   Behind the microphones: Ricky Wilson, VP Global eCommerce & Digital Operations at Pandora: https://www.linkedin.com/in/rickydwilson/ Steven Irwin, Director at Wolverine Worldwide: https://www.linkedin.com/in/irwinsteven/ Mike Hancox, CEO Yodel: https://www.linkedin.com/in/mike-hancox-b57a883/ Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/  Chris Hoskin, Regional Director of Marketing, EMEA at Narvar: https://www.linkedin.com/in/chrishoskin/  Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/    Recorded at Spiritland Studios, London.

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