Carole Woodhead, CEO of Hermes UK, discusses Hermes' strategy to invest in technology and innovation to grow the business and delight customers. This includes investing over £25 million in technology, R&D, and an innovation lab to develop new customer-focused delivery solutions like same-day delivery and flexible delivery time slots. Hermes is also expanding its myHermes parcel shop network and developing new digital channels to provide customers more choice and control over their deliveries and returns.

1. CAROLE WOODHEAD
CEO
Investing to grow,
innovating to delight

2. 2Simple & Clean Presentation
Carole Woodhead
CEO Hermes UK
Invest to grow, innovate to delight

3. Our products
& services
portfolio
Investing in
technology &
innovation
Delivering
peak 2017
& beyond
Consumer
focused
delivery

4. Products & services with retailers & consumers in mind
Standard
Cost effective delivery
Next day
Later cut-offs with full UK coverage
Sunday delivery
Delight your customers 7 days a week
International
190 countries

5. Safe place photo
ETA on deliveries & collections
Intelligent returns
GeoFencing
Consumer focused delivery

6. myHermes ParcelShops going from strength to strength
97% 36,000
Hassle Free
Returns
65%
Branded
Stores
90%
Would use
ParcelShop
again
Largest
network in
Europe
No printer?
No problem
Just drop &
go!
Our shop
quality
reflects
your
brand
Increase in
retailers using
ParcelShops

7. Inbound Volume
46% Growth
Outbound Volume
206%
Growth

8. Real time data analytics
on product / size /
occurrence of returns
Consumer insights –
What‘s driving
your returns?
Return alert messenger –
visibility of what‘s
being returned
Intelligent returns
+ =
Unique partnership with ReBOUND Returns to
provide multiple UK return options to consumers.

9. Thanks to everyone who voted for
Hermes International at last year’s
Metapack Conference.
A great start to 2016!
Hermes “Best cross border delivery initiative”

10. Simple
integration &
no segregation
from UK traffic
36,000
ParcelShops
close to your
customers
Fully tracked
Trusted by 90
global brands
190 Countries
Hermes is delivering internationally for 90 retailers in just 3 years
150%
Growth

11. Delivering peak 2017 & beyond
Midlands superhub–Rugby
Strategically located by
Jct 1 M6
Additional 50%
capacity can be
added
800% Increase in
International capacity
Future proofing our
business and yours.
Increases our
network capacity
by 45%

12. Delivering peak 2017 & beyond
Retailer
partnerships
IT
foundations
Listening to
customers
Social
compliance
Cost
leadership
Peak
security
Exciting
products
Final mile
investment
Innovation
800,000
Responses

13. >>…Carole…Would you like to
reboot your IT systems…<< now?
<Yes> <No>
Huge investment in technology & innovation to build the
customer experience for the day after tomorrow….
<Yes>

14. Technology inc. core
systems
Rapid design of new ideas and
partnerships with start ups
Digital Talent
#1 Customer
experience
£25m investment
R&D and
Innovation Lab
Its all about where we direct our
£, our talent & our attention!
Recruiting 55 new
roles & widening
capabilities
One Vision

15. Desktop
Mobile
Conversation
How customers interact
with us is changing… Hey Hermes
– When is my
parcel due for
delivery?

16. Hermes –
Where is
my parcel?
We’ll be launching new channels to give
your customers the best experience
Hermes –
Where is
my nearest
ParcelShop?
Hermes –
Change my
delivery
preferences.
Hermes –
Arrange a
return
collection.

17. Time is precious, delivery must adapt to our busy lifestyle…

18. 15 min
30 min
1hr
We’ll be trialling customer selectable time slots in 2017
• Next day
• Same-day
• Collections
47% of metropolitan customers ask for instant
delivery, and 22% have already used same day
services in 2016

19. • A new self-service portal.
• Gives retailers access
to our data.
• Offering real-time insight
Revolutionising our data and your access to it!
• Consumers can change a parcel journey or delivery
preferences on-demand.

20. The change to consumer focused delivery
Retailer
“Help me blend
e-tail
& retail –
at the right
price”
Retailer
“I want YOU to
reach my
customer and
maintain my
brand”
Millennial
“Be adaptable
come to me..
KNOW my
needs”
Gen X
“Know my
preferences &
be consistent”
Hermes
“The best last
mile choices +
the capacity to
support retailers”

21. Our
investment
in
technology
will deliver
real benefits
for your
customers
Our
commitment
ensures you
a seamless
peak
Our
customer
focused
delivery
puts your
customers
first
Our
products &
services
meet your
customers
needs
Summary