Supply Chain Optimization

Customer Experience Now A Top Priority in Supply Chain Operations

Convey, the leading customer-centric delivery platform, and eft Supply Chain & Logistics Business Intelligence announced the results of a retail study examining the importance of customer experience (CX) in final-mile delivery, and the impact of CX on supply chain performance and decision-making.

The report also includes expert commentary from Willis Weirich of Neiman Marcus, Kevin Scott of, Joseph Bobko of Boxed Wholesale, and Jim Hourigan of BuildDirect on how they approach the challenges and opportunities of digital disruption in today’s retail supply chain operations.

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Everyone Struggles With Supply Chain Management

Optimizing the supply chain is a challenge — for some, more than others. Analysts say that corporate investment in cloud-based supply chain management tools will witness massive growth over the next few years, and businesses could potentially save billions by more efficient supply chain management.

New research from Convey and eft Supply Chain & Logistics Business Intelligence concluded that the customer experience is becoming of far greater importance than it was in the past for supply chain professionals. 70% of supply chain professionals target better decision-making on in-transit issues.

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Amazon increasingly wants to be its own deliveryman

Amazon isn't content just being the everything store. Increasingly, it looks like it wants to be its own deliveryman, too. Its Monday announcement of a new air cargo hub in Kentucky is merely Amazon's latest foray into building out its own shipping and logistics unit. The move could ultimately mean lower costs for Amazon — and faster delivery and low prices for consumers. But it could also pit Amazon against FedEx and UPS.

You could see a scenario in the future where they perfected their delivery network and become a carrier for other retailers, said Rob Taylor, CEO of Convey.

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Tactics that Make or Break the Home Delivery Appointment

The majority of big item home deliveries require a delivery appointment, whether that’s a curbside, threshold or white glove service selected by the customer. This part of the delivery experience is one of the most prone to failure, with carriers struggling to connect with customers, and shipments consigned at destination terminals, racking up costs and inefficiencies. Customers expect a better experience and retailers must deliver it.

Technology has a role to play in providing a positive customer experience, but what that looks like is still evolving.

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E-mail Monthly Delivery Digest – May 2017

The delivery headlines this month were focused optimization of the last mile to meet customer expectations. Whether it's last mile partners optimizing their operations or retailers optimizing their customer service processes, this month was all about improving the customer experience. Check out the headlines to catch up on what happened this month.

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Final-mile customer experience challenging retailers

While most retailers understand the importance of providing a consistently positive customer experience, many struggle with legacy technology that fails to address customer experience (CX) needs for e-commerce deliveries. This issue is compounded by the desire to invest in innovation without sacrificing traditional operational metrics.

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Convey Product One Pager

Shopper expectations are on the rise and delivery experiences can make or break a brand. Unfortunately, delivery disasters are rampant with half of all customers experiencing an issue each year. Unacceptable delivery options are one of the top two causes of abandoned carts, and 70% of shoppers are unlikely to return to a retailer after a negative delivery experience.

Learn how Convey can help ensure customers keep returning.

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Retailers Concerned with Current Systems in the Final Mile

According to a study done by eft and Convey, retailers still are far from optimizing customer experience (CX) in the final mile: 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.

To compile the research, eft and Convey asked 200 supply chain executives in retail eight quantitative questions about the importance of CX in final-mile delivery and how this affected supply chain performance.

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Customer Experience Now a Top Priority in Supply Chain Operations

While most retailers understand the importance of providing a consistently positive customer experience, many struggle with legacy technology that fails to address customer experience needs, according to a new study, Redefining Final Mile Delivery in the Age of the Customer, released on February 14.

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