Nov 9, 2020

Gartner: Supply Chains Must Consider Customer Experience

Supply Chain
Customer Experience
Sam Scane
2 min
The customer is always right, and hopefully happy too ─ Gartner’s focus on a supply chain-driven customer experience...

As the Gartner Supply Chain Symposium/Xpo Americas drew to a close last week, analysts noted that it's important for supply chains to, alongside their own internal metrics, consider the customer experience. 

“To drive excellence in customer experience, it’s important to measure service as the customer does. For example, the customer is more interested in having an item delivered on the requested day and time than having it shipped on time. So, the first step is to define and measure your success using the same metrics as your customer does.” Said Beth Coppinger, Senior Director Analyst with Gartner Supply Chain practice. 

While this may come as an obvious statement, benchmarking for customer satisfaction (CSAT) does not come easy. The American Customer Satisfaction Index (ACSI) is used to manage how effective a company’s changes are in correlation to customer satisfaction, through questions and surveys sent to the customers about products and services, but these are not standardised. On average, it can take five years for a company to climb only 1%, and 2% a decade for smaller companies, making a comparison between companies more important than a flat-out score improvement. 

“Don’t make any short-term commitments, as the movement is very slow. Instead, use the index to benchmark against your industry peers and see how you compare,” Coppinger said.

Gartner held a survey amongst customer experience leaders in 2019 wherein more than 60% said that their top priority was developing metrics that could be used to determine customer satisfaction. 

While some of these already exist, such as CSAT, another is Customer Effort Score (CES), a system designed to measure how easy it is for customers to do business with organisations. This can range from over-the-phone query handling, returns, delay management and postal tracking. This data is vital for companies to manage where best to put their efforts; if their call centres are taking more calls and dissatisfied customers, they can up the quality of their call handling team, either internally or via third-party hiring. 

“Investments in customer experience can take a couple of years to pay off in terms of increased customer loyalty. To help build the business case, look at metrics such as cost of service or compensation costs. These can help to justify the move to more customer-centric practices,” Coppinger said.

The customer experience has always been an essential factor in the e-commerce sector, and in 2020 it is reasonable to see a dip in some cases, but with internal metrics taking a more critical role in high-level decisions we may see more competition in customer satisfaction than ever before. 

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Jul 30, 2021

The Ultimate Procurement & Supply Chain Event

3 min
Take a look at our agenda for Procurement & Supply Chain Live, where innovation meets implementation, coming to you live from London

From September 28th-30th, network with C-level executives, gain insight from industry pioneers and walk away with actionable insights that accelerate your career. By the end of the week, we promise you’ll have the skills to solve the world’s most pressing supply chain and procurement challenges. 

The three-day show is an essential deep dive into the industry, with influential speakers sharing insights and strategies from their organisations, group roundtable discussions, and fireside chats. Whether you attend virtually or in person, you’ll strategise how to cope with global disruption, learn from industry leaders, and walk away with tips, tactics, and tangible connections. 


How to Attend


In a COVID-disrupted era, we know that the majority of people would rather avoid travelling for events─why take the risk, right? In response to the continued disruption, BizClik Media Group has decided that Procurement & Supply Chain LIVE will offer the best of both worlds through hybrid accessibility. 

That means you and your peers can attend the event in person or virtually ─ with no disadvantages for people who choose not to make the trip to the Tobacco Dock venue. 




Procurement & Supply Chain LIVE will be held at the Tobacco Dock in London, an industry-leading venue that is renowned for delivering world-class events. For attendees’ peace of mind, the venue is working to the government-endorsed AEV All Secure Framework, alongside mia’s AIM Secure and ‘Good to Go’ accreditation, they will ensure that we achieve a COVID-secure environment to facilitate all of your networking needs. 




Our physical venue is both historic and stunning, but it has no bearing on the information that you and your peers can gain from the event. You can still absorb it all, interact with other attendees, and enjoy the conference experience on your alternative, virtual platform. 

The platform will feature live feeds from all of the stages, as well as virtual networking areas. So, if you want to avoid travel, it’s not a problem! You can still get involved and enjoy the entire experience from the comfort of your own home. 


What’s on the agenda?


With keynote addresses from global leaders, dynamic roundtable discussions, and extensive networking opportunities, Procurement & Supply Chain 2021 will expand your network, deliver insight, and enhance your organisation’s reach. 

Across the three-day event, a number of relevant topics and trends surrounding procurement and supply chain will be discussed. 


  • Tuesday 28 September - Digital supply chain
  • Procurement strategy (11:30 am)
  • Supply chain leaders forum (12:00 pm)
  • Women in supply chain (14:00 pm)
  • Procurement technology (14:30 pm) 
  • Wednesday 29 September - Procurement consulting
  • Sustainability (11:30 am) 
  • Supply chain management (12:00 pm) 
  • Digitalisation (14:00 pm)
  • Risk & Resilience (14:30 pm)
  • Thursday 30 September - APAC sessions (04:00 am)


Influential executives from around the world will give their insights and professional experiences surrounding these topics, allowing you and your company to leave with valuable information. 

The past year has shown how important supply chains are and the importance of managing them correctly. With increasing digitalisation across all industries, you won’t want to miss out on our great speakers and information surrounding this topic. Preparing your company for the future is key, and we are sure you will gain great insights at our three-day event. 

Order now to make the most of our early-bird offer. Ticket prices increase over 50% soon! For tickets and information, head over to our event site.

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