Consumers go through many micro-interactions as they make their purchase decisions, and in 2020 we’ve seen an uptick in the use of digital touchpoints in response to COVID shutdowns and in-store safety precautions. Pre-COVID, omnichannel initiatives were the focus for many retailers as they worked to optimize each of those avenues through which consumers shopped, but that omnichannel thinking is in need of a shakeup, particularly when it comes to order fulfillment today.
In this session, attendees will walk away with:
- An understanding of the need to prioritize a single view of inventory to meet customer expectations of a harmonized experience from anywhere;
- A reevaluation of fulfillment speed as the top value proposition for the supply chain and store operations, requiring fulfillment KPIs to be adjusted to best serve customer needs; and
- And a grasp on the investment needed for new tools that seamlessly integrate the evolving customer journey.