Today, panelist Lynsey Aston shares her insights into the speed of change in logistics, and how to stay ahead of the competition.
How do you and your team serve clients at Hermes?
Our amazing team spans across multiple disciplines with the aim to bring even more cohesion to what we do at Hermes, why we do it and how we do it.
We bring together market insight, proposition, product, user experience (UX) and strategy with an aligned focus to our client and customer needs. We want to create perfect products and experiences because as the end of the day, we are customers too!
What is the future of logistics, and what innovations are changing it right now?
Most logistics companies talk about personalisation and giving customers time back – but it is usually around the customer having to tell us what they want first, with each parcel, every time.
We want to remove the hassle and give customers control by learning their preferences, so there’s no need to ever miss an order again. True machine learning is pushing the boundaries of its eventual possibility, along with greater connectivity.
We need to also push forward as an industry with sustainability. We all feel the importance of this, so it has to be part of everyone’s future.
It’s great to have an 83-strong fleet of 100% renewable, biomethane-fuelled HGVs making up around 40% of our first-mile fleet and reducing emissions by over 80%; as well as operating 100% electric vans to service the central London area. Even the small things that are on our product roadmap, such as using digital call cards instead of paper ones, will make a big difference.
Some of the great things we have and are delivering this year involve faster and easier returns – meaning quicker refunds – as well as giving customers more choice by opening up a variety of convenient drop-off locations including ParcelShops and Lockers.
Other developments include enhanced delivery accuracy, using tech to improve driver precision through better location data, geofencing, automated handheld terminal devices and bring-your-own-device.
What is Hermes’ strategy to stay ahead of its competition?
Stay fresh – look outside the industry! We don’t have an ego and believe inspiration can be taken from anywhere. We have loads of partnerships with start-ups, and aren’t afraid to try something different.
As well as this, we work with universities and have open hackathons; there’s nothing better than getting everyone in a room to bash out ideas. We always stay true to our customer focus, and put the customer at the heart of what we do – it’s what makes the experience better.
We are even investing in an experience lab to compliment the tech hub in the centre of Leeds to do just this.
What are you most looking forward to discussing and learning at the innovation event?
I’m looking forward to hearing other views from outside the sector as well as other Northern-based businesses. I’d love to know what they see in the industry and what is of value in the delivery sector.
And of course, we’ll be announcing our newest concept on the day. It’ll be great to showcase that and hear directly what people think of it.
If you’re interested in hearing more about the world of delivery, tech and logistics from industry leaders, click here to register to attend the event on February 14th.
