The delivery headlines this month were focused on high profile acquisitions like Modcloth, news of new drone usage plans by both Amazon and Walmart and the implications of proposed changes to tax policy for retailers. Check out the below headlines to catch up on what happened this month.
Despite efforts to improve the last mile of the customer experience (CX), retailers still are far from optimizing it: 66% of retail supply chain executives say that their existing systems do nothing to improve the customer delivery experience. Only 3% say they currently have systems that fully support efforts to improve the CX, according to a survey from eft and Convey.
Until a few years ago after reading the book “The Box: How the Shipping Container Made the World Smaller and the World Economy Bigger”, I didn’t fully grasp just how important and complex the shipping industry truly was.
Now, I realize just how significant it is which has lead to a fascination with where the industry is headed. From Drone deliveries to shipping via blimps, it’s clear change is coming but it’s not so clear what the change will all mean.
To find how what’s going to happen in the industry, we asked experts the question:
What’s the future of shipping?
D3 USA is the innovation hub for 300+ senior supply chain execs from major retailers, brands, CPG and service provider companies. The topics span inventory forecasting to planning to distribution to the last mile.
Amazon’s latest earnings report has highlighted a $7B loss on shipping. While Amazon can afford to take this hit many retailers simply cannot. The focus this month has been on what retailers can do to compete. How to strike a balance between operations and customer experience all with the goal of driving revenue. These are likely to continue to be hot topics at this month’s Operations Summit, Shoptalk, and Home Delivery World events.
Retailers are having a hard time updating their supply chain systems and technologies to keep up with the new reality of heightened customer expectations in an era of digital disruption but are feeling increased pressure to do so quickly, according to a new survey from Convey.
The survey, which polled supply chain executives from 200 retailers, found the convergence of customer experience (CX) and supply chain is forcing companies to rethink legacy technologies and processes as they adapt to the new anytime, anywhere, anyhow shopping paradigm.
- The role and importance of CX in home delivery and how that impacts supply chain performance
- To what extent technology can enhance visibility
- How to strike a balance between improving experience and maintaining costs
2/3s of Retailers Say Gaining Greater Control of CX is Crucial to Delivery
While most retailers understand the importance of providing a consistently positive customer experience (CX), many struggle with legacy technology that fails to address CX needs—an issue compounded by the desire to invest in innovation without sacrificing traditional operational metrics, according to new research from customer-centric delivery platform Convey and eft Supply Chain & Logistics Business Intelligence. The firms recently announced the results of a joint study examining the importance of CX in final-mile delivery, and the impact of CX on supply chain performance and decision-making.