Gavin Williams, MD of XPO Logistics Supply Chain in the UK, will be presenting the key components of an eCommerce Logistics Strategy, and describing how people, systems and planning come together to deliver scalable online fulfilment processes. Learn more about MetaPack's The Delivery Conference 2018 (#TDC18) at the event website https://www.thedeliveryconference.com.

1. Leaders &
Heroes
THE DELIVERY
CONFERENCE
GAVIN WILLIAMS
Managing Director, UK & Ireland
Developing eCommerce warehousing
and returns processes that are fit for
growth and able to scale effectively
Solutions Theatre

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©2018 XPO Logistics,Inc. | CONFIDENTIAL AND PROPRIETARY MATERIAL
THE DELIVERY CONFERENCE
J a n u a r y 2 0 1 8

3. AGENDA
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1 | eCommerce
considerations
2 | Key components for
an eCommerce
logistics strategy
3 | Customer themes
4 | BeautyBay-
Customer Journey

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©2018 XPO Logistics,Inc. | CONFIDENTIAL AND PROPRIETARY MATERIAL
Three key considerations
are critical to the service
proposition and delivering the
best possible “customer
experience”
KEY CONSIDERATIONS
▪ Efficiency, accuracy and certainty of service
▪ Low quality fulfilment will damage the “customer
experience”
▪ Stock must be in the right space in the right
places to support your propositions
The Warehouse
DC Processes
and Location
1
▪ Convenience vs Cost vs Speed = CHOICE
▪ Ability to personalise to life's needs
▪ Flexibility of delivery options for the consumer
▪ Collect instore options to create additional purchases
for B&M (ensuring a positive store experience is key)
The Carrier
Delivery Options
and Speed
2
▪ A fast and efficient process ensuring fast refunds
▪ High return to stock rates through rectification on site
▪ A wealth of disposition routes
▪ Clear management information
The Returns
process for the
consumer
3
210 million
Units fulfilled p.a
71 million
Parcels despatched p.a
35 million
eCommerce returns
processed p.a

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KEY COMPONENTS
WITHIN AN
ECOMMERCE
LOGISTICS
STRATEGY
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©2018 XPO Logistics,Inc. | CONFIDENTIAL AND PROPRIETARY MATERIAL

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KEY CUSTOMER THEMES
WITHIN ECOMMERCE
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©2018 XPO Logistics,Inc. | CONFIDENTIAL AND PROPRIETARY MATERIAL

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CUSTOMER JOURNEY EXAMPLE
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©2018 XPO Logistics,Inc. | CONFIDENTIAL AND PROPRIETARY MATERIAL