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SUMMARY:11/11/26 TLP: From Order to Insight: Optimizing the Customer Journey
DESCRIPTION:Technology Leader Panel \n\n\n\nFrom Order to Insight: Optimizing the Customer Journey\n\n\n\n\n\n\n\n\nRegister Now\n\n\n\n\n\n\nEvery order your customers place tells you something\, so why are most distributors still unable to turn that data into a better customer experience? \n\n\n\n\n\n\n\n\n\n\n\n\n\n\nEvery quote\, order\, delivery\, invoice\, and return creates data about how customers buy from you. Most distributors collect that data across ERP\, ecommerce\, CRM\, and warehouse systems\, but few connect it well enough to see the full customer journey or act on what it shows. The result is friction customers feel and leaders can’t easily see: inconsistent order experiences\, limited delivery visibility\, and service teams answering the same questions again and again. \n\n\n\nTechnology leaders will discuss how distributors are connecting transactional data across systems to understand where the customer journey breaks down and what to fix first. The panel will cover the data foundations\, integration approaches\, and analytics capabilities that turn order activity into practical insight. They will also look at how that insight is improving self-service\, order accuracy\, proactive communication\, and customer retention. \n\n\n\nKey Takeaways \n\n\n\n\nOrder and transaction data shows how customers actually experience doing business with you\n\n\n\nDisconnected systems create blind spots across the order-to-cash journey\n\n\n\nClean\, integrated data is the foundation for meaningful customer insight\n\n\n\nAnalytics and AI can surface friction points and churn signals before they cost you business\n\n\n\nSmall\, targeted improvements at key touchpoints can deliver measurable gains in customer experience\n\n\n\n\nWhat You’ll Learn \n\n\n\n\nHow to map the customer journey from quote through order\, fulfillment\, invoicing\, and service\, and find where friction builds up.\n\n\n\nIntegration approaches that connect ERP\, ecommerce\, CRM\, and warehouse data into one usable view of the customer.\n\n\n\nHow distributors are using analytics and AI to spot buying patterns\, flag at-risk accounts\, and anticipate customer needs.\n\n\n\nPractical ways to apply customer insight to self-service\, order status visibility\, proactive communication\, and service team efficiency.\n\n\n\n\nJoin Us \n\n\n\nRegister to learn how technology leaders are turning everyday order activity into insight that strengthens customer relationships and drives growth. \n\n\n\n\n\n\n\n\n\nHost\n\n\n\n\n\n\n\n\n\n\n\nIan Heller \n\n\n\nCo-Founder and Chief Strategy Officer\, Distribution Strategy Group \n\n\n\n\n\n\n\n \n\n\n\nPanelist\n\n\n\n\n\n\n\n\n\n\n\n\nMichael Biwer \n\n\n\nCEO\, Cavallo \n\n\n\n \n\n\n\n\n\n\n\n\nShawn Razek \n\n\n\nCEO\, Matterhaul \n\n\n\n\n\n\n\n\n\n\n\nsponsor\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nBios\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nIan Heller \n\n\n\nCo-Founder and Chief Strategy Officer\, Distribution Strategy Group \n\n\n\n\n\n\n\nIan Heller joined Grainger as a part-time truck unloader in college and left fifteen years later as the VP Marketing. Since then\, he’s held senior executive positions at four other publicly-held firms\, consulted with dozens of distributors\, and continues to write and speak extensively on how AI\, strategy\, channel evolution\, and other major trends affect the industry. Ian holds a B.A. in History from Roosevelt University and an MBA from the Kellogg School at Northwestern University. \n\n\n\n\n\n\n\n\n\n\n\n\n\nMichael Biwer \n\n\n\nCEO\, Cavallo \n\n\n\n\n\n\n\nMichael Biwer is the CEO of Cavallo. Under Michael’s leadership\, Cavallo has accelerated product development and driven double-digit recurring revenue growth. He previously served as CEO of Mapp Digital and held executive roles at Trilogy and Acxiom. Michael holds both a BBA and MBA from the University of Michigan and is known for his curiosity and innovation-driven approach. \n\n\n\n \n\n\n\n\n\n\n\n\n\n\n\n\n\nShawn Razek \n\n\n\nCEO\, Matterhaul \n\n\n\n\n\n\n\nShawn Razek is the CEO of Matterhaul. Shawn grew up in the trades\, has renovated 50+ homes\, and has been a distributor of doors\, windows\, and millwork. He started Matterhaul because he has personally seen how much opportunity there is for AI to help the industry. Before founding Matterhaul he had a successful career in tech\, developing products\, connected hardware\, and factory automation for physical goods at Meraki\, Verkada\, and Stripe. Now he’s building Matterhaul: the AI upgrade for ERPs\, that enables distributors to move faster and win more. \n\n\n\n \n\n\n\n\n\n\n\n\n\n\n\n\nRegister Now
URL:https://distributionstrategy.com/event/11-11-26-tlp-from-order-to-insight-optimizing-the-customer-journey/
CATEGORIES:Upcoming Program
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