Tracks and Sessions

Here’s a summary of the sessions we’re bringing you at Operations Summit 2015. 

Customer Experience/Contact Center Track

• A Look at Winning Customer Experience and Retail Innovations Benchmarks
• The Balancing Act: Hiring and Retaining Great CSRs in a Shifting Labor Market
• Going Social (And Digital): Owning it in the Contact Center
• Maintaining Customer Service Standards and Operational Efficiency Across the Enterprise
• Knowing What to Measure: Tracking Metrics That Matter in the Contact Center
• Stepping Up Your Customer Self-Service Game
• Wowing Them: Leveraging Ratings, Reviews and Surveys to Improve the Customer Experience
• Contact Center Cross-Sell and Up-Sell – Obeying the Green, Yellow and Red Lights

Executive/Management Track

• Senior Executive Forum: Senior Operations Executives
• Executive Session: Technology and Integration in Mid-to-Large Businesses
• Executive Session: Best Practices in Seasonal Peak Planning and Execution
• The Ecommerce Horizon: Building the Right Roadmap to your Cross-Border Journey
• The State of Operations 2015
• Executive Session: Hiring and Retention Best Practices, From the DC Floor to the Office
• OK, so you’re NOT Amazon – Now What? How to Meet Rising Customer Demands Without Losing Your Shirt
• Preventing Fraud in an Omnichannel World

Warehouse/Fulfillment/Returns/Packaging Track

• Packaging Options to Reduce Your DIM Impact and Freight Costs
• Solving Inefficiencies in Ecommerce Fulfillment and Distribution
• The Great Picture Show: Real World Examples of What Works in the Distribution Center and Why
• Packaging Innovation: How to Address Sustainability, Limit Damage and Streamline Processes
• The Business Benefits of Creating a Great Returns Experience
• Applying Automation and Technology to Increase Fulfillment Efficiency and Throughput
• After the LMS Implementation, Now What? Best Practices for Achieving Ongoing Benefits
• The ABCs of Opening a New DC
• Case Study: Going DIY in the DC – When a Homegrown System Makes Sense and How to Make It Happen

Omnichannel/Distributed Inventory/Inventory Management Track

• Implementing and Managing Ecommerce Supply Chains During Hyper Growth
• Omnichannel Done Right: How Macy’s is Transforming Modern Retail
• Achieving Omnichannel Visibility in the Supply Chain
• Making Complex Omnichannel Order Management Work
• How to Select Technology That Best Fits Your Direct-to-Customer Business
• Omnichannel Best Practices: Getting Store and DC Operations on the Same Page
• Omnichannel Best Practices for Manufacturers and Brands
• Making Distributed Inventory Happen: Drop Shipping, Vendor-Managed and Other Tactics to Expand SKUs Without Breaking the Bank

Shipping/Delivery/Logistics Track

• Advanced Parcel Negotiation Tips. Tricks & Tactics
• Who Said “It Is Better to Ship than Receive”? Or, Have You Optimized Your Inbound Logistics?
• Shipping & Distribution Power Panel
• I Want It Now: Dealing with Rising Customer Expectations, Balancing Cost and Service Level
• The Top 5 Mistakes in Parcel Shipping That Are Killing Your Profits, and How to Overcome Them
• Cross-Border Ecommerce Enablement: Operational Challenges, Growth Opportunities
• How to Marry your Distribution Needs with your Carrier’s Supply Chain Solutions
• The Rise of Regional Carriers – What’s Driving It?

 Program is subject to change.