IMRG Data Summit – GFS Panel Discussion – Day 1 – ‘Ensuring Operational Efficiency Over Peak’

This panel discussion brings together senior leaders from Linnworks, GFS, The Access Group (Mintsoft), Forter and Loqate to explore how eCommerce businesses can improve operational efficiency during peak periods. The conversation starts with introductions from the panel, highlighting expertise in commerce automation, multi-carrier delivery, warehouse and order management systems, fraud prevention and address verification. Collectively, these organisations work with thousands of eCommerce retailers worldwide, giving them a unique view of the challenges peak trading presents.

The panel reflects on the extraordinary changes of the past 18 months. The eCommerce industry saw 12 months of sales in just six months, parcel volumes doubled, global supply chains were disrupted and Brexit brought additional VAT and customs complexities. Despite these pressures, many retailers delivered smooth peak operations thanks to rapid adaptations behind the scenes.

Key Lessons from the Last 18 Months

Kirsty Bell from Forter shares that first-time customers are often unfairly declined by fraud prevention tools even though they are not as risky as assumed. This leads to lost lifetime value far greater than actual fraud losses. She also notes a rise in returns abuse and item-not-received claims.

Ben K from Mintsoft stresses the importance of adaptability, with retailers diversifying carriers and offering dedicated delivery slots to manage capacity. Callum from Linnworks emphasises the rise of the effortless economy where convenience is more important than price. Customers expect to shop on their preferred channel and have flexible delivery and returns on their terms.

Matt from Loqate compares 2020 to “live plumbing” where retailers had to fix problems in real time under pressure. While consumer sympathy existed, failed or late deliveries during gifting occasions led to long-term brand damage.

Why This Matters for eCommerce Retailers

The discussion highlights that robust operational processes, seamless delivery and transparent customer communication are now vital for peak season success. Meeting customer expectations across multiple channels, preventing fraud without blocking genuine sales and adapting quickly to market changes will define the retailers who thrive during high-demand periods.