Editor's Comment

Editorial: Why transformation is the name of the game

A new report that surveyed CEOs in leading retailers around the world suggests that the majority of retailers are investing in digital technology to improve customer experience – with much of this directed at the delivery and returns process.

But are they doing enough? The study showed not, with only around half actually having a digital transformation strategy in place.

One particular area of concern in the report is around returns. In the UK it was suggested that 85% of respondents say that the cost of customer returns is impacting profits to some extent.

Having the right strategy around returns is as vital as having the right digital transformation strategy. It’s a key focus at this year’s eDelivery Expo (EDX), which is now just a month away.

With this in mind read Jonathan Gorst’s interview in this week’s newsletter. As principal lecturer at Sheffield Hallam University he will deliver a session at the free-to-attend conference that looks at why retailers need to work harder on their returns and reveals more about the strategies and opportunities open to retailers.

EDX always gives a great insight into what’s going on in the industry but for a first-hand peek inside Euro Car Parts distribution arm then check out our video this week. It offers a look inside the company’s semi-automated warehouse at Tamworth.

Two more stories this week reveal the transformation the delivery and fulfilment industry is going through when it comes to suppliers. DPD has revealed that its YourDPD app has passed the 1 million downloads mark in only eight months. Meanwhile MyHermes has claimed that it’s the world’s first company to introduce carbon negative packaging.

Cutting carbon is a key target for retailers and delivery companies alike, and is yet another reason why failed deliveries need to be abolished. Their growth has been slow in the UK but another report this week suggests that the global parcel locker systems market is now worth almost $800 million. Will we see it take off here too?

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Thanks for reading and see you next week!

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