Operations Summit 2017: Lessons in omnichannel operations

The most recent stop on Global Response’s trade show itinerary was the Operations Summit – a conference focused on direct-to-consumer and omnichannel operations. The Summit this year was March 27 to 29 at the David L. Lawrence Convention Center in Pittsburgh.

Hope you had a chance to stop by Operations Summit Exhibit #202

Operations Summit 2017

We hosted our Exhibit at the Ops Summit again this year. We were glad you had the chance to visit with the Global Response team so we could get to know you. Beginning new friendships and exploring new perspectives are always among the most valuable takeaways for us.

Global Response was an Awards Luncheon sponsor for second year

In addition, we proudly sponsored the 2017 Excellence in Customer Experience Awards Luncheon on Wednesday, March 29.

“These awards are developed to demonstrate how the power of operations is the key driver in today’s growing e-commerce marketplace and honors operations and fulfillment innovation,” said the Ops Summit website.

Award categories included: Best Packaging, Best Shipping & Delivery Experience and Excellence in Brand Communication. More categories included: Best Customer Returns Experience, Customer Experience Leader and Retail Innovator of the Year.

Operations Summit featured countless speakers

Ops Summit speakers always bring a variety of cutting-edge sessions. Among the compelling workshops were:

Increasing Performance and Profitability in Omnichannel Operations. The Monday session offered tips and information on how to help make your “omnichannel operations sync smoothly.” And that means creating happier customers, too. Workshop leaders were Rhonda Lands and Tom Retz of Ascena Retail Group, Megah Diehl of Dick’s Sporting Goods, Ritch Haag of Clarks Americas, Deanna Kaufman of FedEx and Jim Barnes of enVista.

Creating an Exceptional Customer Experience. Stepping up your Customer Experience game means making the cross-channel experience as seamless as possible. It also means engaging with customers how, when and where they prefer, as well as connecting the dots across all interactions to understand a customer’s value, the Ops description said. Workshop leaders were Bruce Pullens of Lane Bryant, Debra Ellis of Wilson & Ellis Consulting, Anglie Stocklin of One Click Ventures, Steve Waters of Gander Mountain and David Tull of JackThreads.

The Summit’s keynotes addresses sounded like must-sees:

The ABCs of Digital Disruption for Omnichannel and DTC Operations.  This session was on Tuesday with speaker James A. Tompkins of Tompkins International. The agenda described him as a futurist and leading authority on designing and implementing end-to-end supply chains.

Also, on the same day, After Burner Inc., a team of current and former fighter pilots, U.S. Navy Seals and other elite military professionals who bring the processes of high-performing military teams to organizations around the world. They teach Flawless ExecutionSM – a four-step process of “Plan. DeBrief. Execute. Debrief.” to improve individual, team and organizational performance.

Sessions at the main Operations Summit

Appealing sessions scheduled during the main Ops Summit, included:

A Look at Winning Customer Experience and Retail Innovation Benchmarks.  On Tuesday, March 28, participants learned from finalists in the second annual “Excellence in Customer Experience Awards.” The session was moderated by Mark Pierce of Radial, with speaker Liz Graham of Wayfair. The 2017 Excellence in Customer Experience Awards Luncheon, sponsored by Global Response, where the award-winners were to be announced, was Wednesday.

Understanding and Leveraging Net Promoter Score. Debra Ellis of Wilson & Ellis Consulting, Lynn Jeffrey of Vermont Teddy Bear and Independent Consultant Ray Wilson led this Tuesday session. Understanding NPS, the standard of customer loyalty.

The Big Picture: Omnichannel, Unified Commerce and Your Operations. Rhonda Lands of Ascena Retail Group and Brian Lindman of Radial were the speakers. The Tuesday session discussed how unified commerce is a key to unlocking Omnichannel performance. It described data and systems needed to integrate and interact to make the experience more seamless for your customers and more efficient for you, according to the Ops agenda.

The Impact of Your Supply Chain on Multichannel Success. Speakers Thomas Retz of Ascena Retail Group and Deanna Kaufman of FedEx discussed what each department needs to know about the other to drive success.

Creating a Consistent Customer Experience Across Channels. This session on Tuesday covered how to create a “brand experience” mentality and make sure it is shared through your organization. Speakers Stanley Lucas of Lane Bryant and Kevon Hills of StellaService.


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