At a glance
- DatesSeptember 2017 – February 2018
- SponsorDHL Express
- PartnersDHL Express
Principle Investigator: Professor Michael Bourlakis
Co-Investigators: Dr Denyse Julien and Imran Ali
Our joint white paper with DHL Express – the world’s leading international express service provider – investigates the current trends and significant potential of the international e-commerce landscape for business-to-business (B2B) companies. The paper provides a practical guide to specific digital features and strategies used by businesses that are developing a cross-border e-commerce offering and presents a framework for companies to better understand and benchmark their own level of e-commerce development. In our research, we identified three archetypes of companies involved in e-commerce, from “novice” to “intermediate” to true “innovators”. “Novices" have just begun to dip their toes in the water when it comes to e-commerce and have basic functionality on their websites. “Intermediate” companies have recognised the critical role of customer experience, personalisation and seamless integration but have not created fully integrated front and back office systems to enable them to improve the operational efficiency in their operations. “Innovators”, on the other hand, have sophisticated offerings and employ advanced technologies such as machine learning and virtual reality to better anticipate customer requirements and offer personalised experiences.