LOGISTICS
RO : One of the main challenges facing the logistics ’ sector is responding to heightened customer expectations of delivery .
With diverse channels and customer touchpoints , all stakeholders are tasked with ensuring post-purchase customer experience is as seamless as possible .
Customers expect to choose from a range of delivery services and speeds . One of the single biggest disruptors of online customer experience is not being able to fulfil your delivery promise .
Taking control of delivery management allows you to switch between carriers quickly and in a frictionless way , avoiding loss of service and ensuring that customer support in the last-mile works by tracking orders through the full order journey . It puts you in control of exactly how you want to notify customers about the status of their orders .
What ’ s the future for omnichannel logistics ? MG : Omnichannel last-mile logistics will become the backbone of every business . Getting products from storefronts ( digital and actual ) to the doorstep was once a painstaking process , but not anymore . Fintech has made payments easy , and logistics tech will make the transfer of goods seamless .
Plus , we ’ ll see demand for omnichannel logistics grow as consumers want demand met wherever they are – at home , at the office or pick up in-store . Businesses that don ’ t adopt an omnichannel approach will be left behind .
RO : As consumers embrace omnichannel in growing numbers the lines between digital and physical touchpoints are becoming even more blurred . The challenge is to create a consistent , on-brand experience from start to finish . That ’ s why the last mile is absolutely crucial to the future of omnichannel logistics . It ’ s a key battleground for all stakeholders , and one beset by the greatest number of challenges .
Last-mile is still the most inefficient and expensive link in the fulfilment chain , so the future will see all market players embrace innovative solutions to improve it .
Ultimately , those that invest in a highly connected , cohesive omnichannel presence and create reliable , cost-effective delivery outcomes for customers will succeed .
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