THE LAST MILE PROMISE: SUPPLY CHAIN GOES PHYGITAL

Customer behaviour has changed in the post-pandemic world and today, depending on what customers expect from a brand they are shopping from, the brand or the retailer is changing his strategy of doing business. It is all about putting the right supply chain forward, inclusive of a good last-mile fulfilment device. Experts in the field share some insights with us on the growing importance of CX in last-mile fulfilment.

- Yash Bhatia

When COVID-19 hit, digitalisation became a buzzword and every business in the sector began to adapt to the digital way. Post its being declared a pandemic, brick-and-mortar retailers closed their stores due to the many curbs and took the omnichannel way of doing business. Along with all other functions, the supply chain, too, adopted digital technologies to give a better experience to the customer. Today, with customers viewing same-day deliveries as a necessity rather than a privilege and their buying behaviour having changed drastically, the supply chain is emerging as a crucial factor to enhancing the customer experience (CX) and driving heavy sales for retailers.

Panellists

Anil Menon, Head of IT, LuLu Group India

Anurag Saxena, CIO, BIBA

Atul Mehta, COO, Shiprocket

Gurukeerthi Gurunathan, CoFounder & CTO, Caratlane

Manoj Patel, CIO, House of Anita Dongre

Prashant Bokil, CTO, Being Human

Ranjan Sharma, CIO and Head of Supply Chain, Captive eCommerce & Quality Assurance, Bestseller India

Satish Panchapakesan, Sr. VicePresident and Chief Information Officer, Arvind Fashions

Session Moderator: Siju Narayan, Retail Industry Practitioner and Chief Experience Officer, Rexemptor Consult

At a session (powered by Shiprocket) hosted during the recently-concluded Phygital Retail Convention at Renaissance Hotel, Mumbai on the 10th and 11th of November, panellists further deliberated on the importance of ‘last-mile’ in today’s dynamic business environment.

CX and the Supply Chain