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

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Jim Hourigan

Chief Operating Officer
BuildDirect

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

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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