AI: A Co-Pilot for E-commerce Operations

The presentation by Arne Jeroschewski, Founder & CEO, Parcel Perform at DELIVER America 2024 focuses on the challenges and opportunities in the post-purchase phase of e-commerce, highlighting the role of AI in creating a more proactive and efficient experience.

"Imagine a world where you can anticipate and proactively address disruptions to safeguard the customer experience... and pair that with turnkey business intelligence uniquely tailored to your business."

Parcel Perform argues that while much attention has been given to optimizing the pre-purchase and purchase stages, the post-purchase experience, particularly delivery, is critical for customer loyalty and retention.

Key Themes and Insights:

• Addressing Delivery Pitfalls: Identifying and mitigating common delivery exceptions, such as misroutes, delays, and failed attempts, to improve customer satisfaction.
• Better Information and Expectations: Providing clear, timely, and carrier-specific delivery updates to manage customer expectations and reduce customer service inquiries.
• The Power of AI: Leveraging AI to anticipate disruptions, optimise delivery routes, and provide real-time information to customers.
• Holistic Approach: The need for merchants to take ownership of the entire delivery experience, ensuring consistency and brand alignment.