A survey of 200 retail supply chain professionals was commissioned by logistics software firm Convey and conducted by supply chain and logistics business intelligence event management company eyefortransport Ltd. (EFT). 56% said that CX measurement is key to their operational decisions.
Retailers are calling for better customer experience of last-mile parcel delivery, but their current technologies are not addressing that need. The survey shows needs for improved customer communication, delivery rerouting, and data sharing on in-transit shipments.
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