Leaders Breakfast: Fulfilment for AI-Driven Retail
The next edge in retail won't be won by AI alone. It will be won by the operations built to support it.
Shoppers expect more: faster delivery, smoother service, instant answers. But many retailers have bolted AI onto old, disconnected systems and seen little return.
The retailers seeing the biggest gain and results have taken a different approach. They fixed their core operations first - fulfillment, order management, customer service. Then AI delivered real results.
At this intimate breakfast, we'll explore why strong foundations matter and what operational transformation looks like in practice.
John Sams, Digital Product Owner at Screwfix, will share how modernising fulfilment and processes with Fluent Order Management improved customer experience and cut operational costs.
We’re seeing the tangible impact of modern fulfilment strategies, including:
- 99% reduction in order processing time
- 66% fewer customer service enquiries
- 151% increase in conversion, with up to 170% growth in digital sales within six months
- 14 systems integrated in just 42 days
We'll cover:
- How a smarter OMS reduces customer service load
- What agentic AI needs from your platform
- How to build the case for modernisation - without breaking what already works
Take the next step
Attendance is free and invite-only, but spaces are limited - register today to secure your seat.
Rob is GM of EMEA at Fluent Commerce, with over 20 years’ experience in technology sales. For the past decade, he has specialised in ecommerce and customer experience solutions for retail brands. Previously, he held senior roles at Amplience and SAP Hybris, working with leading retailers. Rob helps businesses optimise inventory, order management, and fulfilment to drive better customer experiences and performance.
John joined Kingfisher in June 2021 with over 15 years of experience in technology and business improvement roles. Today, he’s a Digital Product Owner within Screwfix, leading on Order Management, Inventory and Customer Notifications. In practice, that means owning everything from order confirmation through to fulfilment, including services that support over £2bn in revenue and a communications platform sending millions of SMS updates to customers.
