How can your supply chain drive a customer engagement revolution for the digital age?

How can your supply chain drive a customer engagement revolution for the digital age?

The Discussion

A supply chain revolution is underway. Technology has fundamentally changed how consumers make purchases, how goods get to their destination and how quickly they arrive. Ecommerce is at the heart of it, using rapid and reliable delivery as a market differentiator and, in the process, putting tremendous strain on the supply chain to make it happen. As a result, consumer goods brands end up making promises they can’t always keep, whether through their own D2C operation or via resellers: a potentially lethal blow to customer satisfaction and brand loyalty. But with the challenge comes opportunity, Omnichannel commerce is turning the supply chain into a valuable engagement medium, with multiple fulfilment points giving brands more scope to create truly exceptional customer experience moments through the delivery journey. 

We ask: The path to D2C 90% of consumers would prefer to buy from brands direct if they could, 82% of consumer goods brands have a D2C strategy in place and IDC estimates that by 2020 at least 50% of brands will have the capability to deliver directly to the consumer. How can technology enable brands to take more control of the buying experience by providing greater choice, swifter service and personalised moments? AI, IoT and Blockchain New technology is only as good as the information and learning we give it, and how and when the implementation journey begins is crucial to its future success. How can we foster a transformation mentality to adopt, unify and cultivate new tech to create brand value and immersive, consistent customer journeys that break down the A to B culture?