Exchange Day 3

7:30 AM - 8:30 AM Networking Breakfast

8:30 AM - 8:45 AM Chairman’s Opening Remarks

8:45 AM - 9:30 AM Opening Address: Balancing Customer Expectations and Commercial Reality with White Glove Service

Jim Hourigan, Chief Operating Officer, BuildDirect
· Leverage existing data from TMS, GPS and other sensor devices to accurately predict ETA
· Complexities around lift gates, driver assist/unload, inside delivery, pallet jack equipment on board, and smaller truck sizes
· Customer feedback and expectations: Measure the success with customer surveys and Net Promoter Score


Jim Hourigan

Chief Operating Officer

9:30 AM - 10:15 AM Case Study: Path to Achieve Profitable Fulfillment From Omnichannel Operations

Michael Smith, SVP, OmniCommerce, Stage Stores
· A Robust Distributed Order Management (DOM) Solution to Entitle the Most Cost Effective Flow Path to the Customer
· Utilizing a scalable single order management system (OMS)
· Seamless Customer Experience in Contact Center for maximizing omnichannel profitability
· Negotiate with the carriers on rates to partner who has the scale, volume, and favorable contracts in place to handle the entire shipping process


Michael Smith

SVP, OmniCommerce
Stage Stores

10:15 AM - 10:45 AM Business Meetings 12

10:45 AM - 11:15 AM Business Meetings 13

11:15 AM - 11:45 AM Networking Break

11:45 AM - 12:30 PM Case Study: Are You Falling Short of Customers’ BOPIS Expectations?

  • Lack of focus on in-store pickup in the online app
  • Encourage store associates to adequately fulfill omni-channel orders
  • Does it offer enough strategic & profit advantage to justify the investment required to meet these expectations?

12:30 PM - 1:15 PM Closing Address: The ROI Of Implementing The Right In-Store Fulfillment Technology

  • Finding the right supply chain software that can fulfill orders in a store in ways similar to a DC
  • Standardized and centralized systems to ensure real-time inventory data across the entire supply network for faster and more accurate fulfillment

1:15 PM - 1:45 PM Exchange Concludes