Join us for presentations, followed by a panel discussion

From Checkout to Doorsteps: creating beauty and value with outstanding customer experience
Joint presentation by La Poste and NOTINO
Sanae Murschel, Managing Director of International Sales - Colissimo / La Poste Group
Aleksandar Alačkov, Transportation Director - NOTINO
Driving Growth and Retention for brands and E-commerce through Last-Mile Experience Excellence: The last mile partner is often the only physical interaction between the brand and the customer, plays a pivotal role in shaping perception, satisfaction and repeat purchase behaviour. Having the right last mile partner and understanding customers’ expectations contribute to reducing CAC, driving brand awareness and increasing market share.

Convenience, Complexity and Simplicity - coping mechanisms for large e-commerce organizations with delivery and customer happiness
Adam Tomczak, Group Head of International Delivery and Solutions Development - Allegro
e-shops must balance providing convenience to the customers by offering a wide array of delivery methods all the while managing the complexity and diversity of carrier offers and operations in domestic and international markets. The presentation will focus on coping mechanisms marketplaces (and potentially enterprise-size 1P e-shops) can employ to address the main pain points from the seller and buyer perspective when it comes to the delivery, returns and customer service processes.

Returns That Win: How returns can drive customer loyalty
Ms Helen Scurfield, CEO - Asendia Global Returns
Cross-border e-commerce offers significant growth opportunities, but success hinges on providing a seamless customer experience. Returns is a complex area and can be fraught with challenges, but by designing and optimizing the end-to-end returns process it is possible to enhance customer experience will build loyalty and improve brand perception.