Feb 12, 2021

Tech Trends Making for a Seamless Customer Experience

Laura V. Garcia
2 min
A seamless omnichannel experience, flexible buy and return policies, on or offline, today’s customers want it all. Tech is giving it to them...

A seamless omnichannel experience, flexible buy and return policies, on or offline, today’s customers want it all. Tech is giving it to them.

Although people are still stepping into brick-and-mortar stores to get their goods, creating a smooth omnichannel customer experience that a business operating model that allows customers the flexibility to bounce back and forth between transacting with your company online or in-person is key to success through the global pandemic.

Buy Online, Pickup In-Store (BOPIS), Pickup In-Store (ROPIS) and Return In-Store (BORIS) are all new trends in the flexibility retailers are learning to adapt in order to keep customers shopping. Digital solutions that allow for a seamless customer experience both online and in-store are vital pieces to a complex, omnichannel strategy.

The trend of digital shopping is expected to continue to accelerate. 

U.S. eCommerce sales expected to grow 40.3% to reach $839.02 billion in sales.

Mcommerce (shopping on mobile phones) is expected to rise to over $570 billion and account for 53% of total e-commerce sales. 

However, in-store sales are on the rise as well, in-store sales account for 63% of all sales, according to a JD Power’s survey. And BOPIS retail orders showed a 208% growth through the global pandemic. 

Whether in person or online, technology is changing the face of how customers interact with your brand. At NRF Walmart and Wayfair, representatives noted that the digital transformation of retail has been accelerated by 3-5 years. Retailers looking to remain viable must learn to leverage technology to meet ever-increasing consumer demands.

At every point in the customer journey opportunities present themselves to leverage technology to create the friction-free experience today’s customers expect, a critical component of capturing and maintaining a customers attention.

Here are a few examples:

  • digital touchpoints can be incorporated into brick and mortar stores
  • providing a personalised shopping experience to each and every customer
  • AR&VR mobile experiences
  • “live shopping” connecting customers with retailers through live streaming
  • online self-serve centres and returns portals
  • looping real-time customer survey feedback into operations
  • QR codes for a more efficient and customer-pleasing returns process

Of course, COVID-19 hasn’t lowered the need or taken the focus off of sustainability, ethical procurement, social responsibility and community impact. More than ever, customers are aligning their purchases with their values. So if you’re doing some good, remember to make sure to let it show. On every channel.

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Jun 18, 2021

New speakers announced for Procurement & Supply Chain Live

2 min
Two leading executives join the lineup for this September’s inaugural supply chain and procurement live event, Procurement & Supply Chain Live

Two leading executives in supply chain transformation have been confirmed for this year's Procurement & Supply Chain Live event. 

Procurement & Supply Chain Live is the perfect opportunity to hear from prominent executives at the world’s leading procurement and supply chain businesses. The event will be streamed live from Tobacco Dock, London via the leading networking platform Brella.

CLICK HERE to sign up for Procurement & Supply Chain Live today and enjoy special early bird rates

The three-day show, running 28-30 September 2021, is an essential deep dive into the industry, with influential speakers sharing insights and strategies from their organisations, group roundtable discussions, and fireside chats. 

We take a look at the latest additions to the already amazing lineup of speakers announced so far, and what they will bring to the flagship event.

Shaun Plunkett 

VP Global Supply Chain at Macmillan Education Ltd

Shaun Plunkett

Shaun Plunkett has over 30 years of supply chain leadership experience in FMCG, entertainment and media sectors, supporting multi-billion euro businesses including Universal Music, EMI, Sony Music, Harper Collins and Associated British Foods. He has a track record of successfully delivering transformational change coupled with award winning operating models and developing and coaching global teams. Plunkett says that challenging the status quo is at the heart of what drives him on a daily basis - and encouraging others to continuously push the boundaries. 

Read more about Plunkett’s involvement in Macmillan Education’s supply chain transformation HERE

Vikram Singla

Digital Transformation Lead, Oracle UK and Board Member, CILT at Macmillan Education Ltd

Vikram Singla

Vikram Singla is digital transformation director at Oracle, UK. He helps supply chain and finance business leaders leverage technology to deliver meaningful business outcomes for their organisations. He also serves on the board if CILT (Chartered Institute of Logistics and Transport) – UK and is an Honorary Visiting Fellow at Anglian Ruskin University. Singla has more than 25 years’ experience in the technology sector, and in global supply chain transformation, including deploying business transformation programmes for Fortune 500 firms. In his spare time, Singla is a passionate brand ambassador for Cancer Research.


Plunkett and Singla join a growing line-up of speakers, including: Sheri R. Hinish, IBM; Robert Copeland, G4S; Daniel Weise, BCG; Mark Bromley, Mastercard; David Loseby, Rolls Royce; and Ninian Wilson, Vodafone Procurement Company. 

CLICK HERE to secure your place at Procurement & Supply Chain Live

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