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

2.
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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
PAGE 2©2018 XPO Logistics,Inc.
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

7.
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CUSTOMER JOURNEY EXAMPLE
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©2018 XPO Logistics,Inc. | CONFIDENTIAL AND PROPRIETARY MATERIAL