UPS Discusses New Packaging Innovation Center

| Mike O'Brien

How can the twin imperatives of meeting rising ecommerce customer expectations and doing so cost effectively be realized? Alan Gershenhorn, Chief Commercial Officer of UPS, talks to Multichannel Merchant about the impetus for the new packaging innovation center, jointly developed by UPS and Sealed Air in Louisville, KY.

CIRP on Massive Growth in Amazon Prime in U.S.

| Mike O'Brien

Amazon Prime has reached a staggering 80 million U.S. members, according to Consumer Intelligence Research Partners (CIRP), a doubling from 2015, while comprising about 60% of all Amazon shoppers. Josh Lowitz and Michael Levin, partners and co-founders of CIRP, talked with Multichannel Merchant about the relative value of Prime vs. non-Prime members and competition from Walmart.com.

What Does it Take to Reach Flawless Execution?

| Mike O'Brien

Jim “Murph” Murphy, founder and CEO of Afterburner Inc. talks about how he and his team draw on their experience as fighter pilots and Navy SEALS to teach Fortune 500 leaders how to stay aligned in a complex business climate, and identify and eliminate execution gaps. Jim will go in depth on these subjects as a luncheon keynote speaker at Operations Summit 2017 on March 28 in Pittsburgh.

ebags

eBags On the Importance of Consistent Brand Communication

| Mike O'Brien

Catherine Harrison, director of operations for eBags, talks about her company’s approach to keeping its customers in the loop and satisfied. eBags is a finalist in the category of brand communication for the third annual Excellence in Customer Experience Awards, to be presented at a March 29 luncheon ceremony at Operations Summit 2017 in Pittsburgh.

Dealing with Digital Disruption in Ecommerce Operations

| Mike O'Brien

Jim Tompkins, founder and CEO of Tompkins International, talks about the need to go beyond continuous improvement to total reinvention in order to address continual digital disruption. This will be the theme of Jim’s breakfast keynote address at Operations Summit 2017 on Tuesday, March 28 in Pittsburgh. Come gain insights from his experience working with major corporations on their supply chain strategy and execution.

Lands’ End on Being a Customer Experience Leader

| Mike O'Brien

What does it take to be a customer experience leader? Kelly Ritchi, SVP of Employee and Customer Services for Lands’ End, talks about the iconic brand’s philosophy and approach to customer service, what sets it apart and the business benefits it sees as a result. The company is a finalist in the leadership category for the Excellence in Customer Experience awards from Multichannel Merchant; winners will be announced during a luncheon on March 29 at Operations Summit 2017 in Pittsburgh.

Sunglass Hut Talks Excellence in Shipping and Delivery

| Mike O'Brien

What are the key components of creating an excellent shipping and delivery experience for your customers? Chris Kobus, vice president of ecommerce and marketing for Sunglass Hut, discusses with Multichannel Merchant how his brand is able to achieve this on a consistent basis. Sunglass Hut is a finalist for the 2017 Excellence in Customer Experience Awards; finalists and winners will be recognized at Operations Summit 2017, March 27-29 in Pittsburgh.

Gap Birchbox

Birchbox on Achieving Excellence in Packaging

| Mike O'Brien

Pooja Agarwal, Vice President of Operations for Birchbox, talks to Multichannel Merchant Senior Content Manager Mike O’Brien about the company’s approach to packaging and how it achieves consistent excellence in this key area of the customer experience. The company is again a finalist in the category for the Excellence in Customer Experience Awards, with winners announced March 29 at Operations Summit 2017 in Pittsburgh.

L.L. Bean, ecommerce, catalog, ecommerce catalog, Leon A. Gorman, ecommerce pioneer

L.L Bean on Creating Excellence in Brand Communication

| Mike O'Brien

What does it take to create excellence in brand communication? L.L. Bean, an iconic brand, has been doing it right for decades. Brad Mason, the company’s SVP of brand communication, discusses the company’s approach with Multichannel Merchant. The company is a finalist in the category for this year’s Excellence in Customer Experience awards, with the winners announced March 29 at Operations Summit 2017 in Pittsburgh.

The State of Retail in 2017

| Mike O'Brien

What is the outlook for retail in 2017? What macro factors will affect it? How about the continued migration to omnichannel and store closures? Multichannel Merchant Senior Content Manager spoke with Jack Kleinhenz, chief economist of the National Retail Federation at the Big Show in New York to discuss these topics and take a glimpse into the “crystal ball.”