Archive for customer experience

Another Way to Transform the Customer Experience

We just finished our conference, Descartes Evolution 2019, where the theme was Transforming the Customer Experience. I reflected on a session where our customer explained how they were transforming the customer experience in a unique way in logistics: by extending the planning horizon. The retailer significantly improved its ability to complete repairs on the first […]

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Top E-Commerce Trends in 2019

For consumers e-commerce is increasingly the preferred method for shopping. Younger shoppers already embrace it and more frequently older shoppers are as well. As e-commerce continues to grow, companies need to adjust their approaches in order to win customer loyalty. According to Nasdaq, by 2040, 95% of purchases will be facilitated through e-commerce. Winning this […]

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The Missing Bookmark: Customer Experience vs. Expectations

Last week, at the Four Seasons resort in Orlando, I attended a meeting organized by a leading logistics service provider for its sales executives. I moderated several workshops and a fireside chat with the attendees. One of the topics that we discussed was customer experience. I showed them the chart below from a research study […]

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Better Visibility Drives Supply Chain Value and Innovation

As consumers continue to purchase goods at greater frequency and trade regulations become more complex, supply chain professionals are striving to establish end-to-end control of their business operations. The modern-day supply chain begs for visibility throughout the entire chain, from point of order, to packaging, shipping, and delivery. Supply chain and logistics decision-makers feel the […]

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Customer Experience Driving Innovation for High-Performing Companies

Editor’s Note: The following is an excerpt of a research report published last week, “Competing on Customer Experience: The Driving Force Behind Supply Chain Innovation.” The research, produced by Adelante SCM and presented by BluJay Solutions (a Talking Logistics sponsor), was conducted to explore the links between supply chain management innovation, customer experience, technology adoption, […]

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Competing on Customer Experience (Takeaways from BluJay Solutions’ SOAR 2018 Conference)

Competing on customer experience is the new battleground in business and supply chain management is a critical enabler. That was the key message Doug Braun, CEO of BluJay Solutions (a Talking Logistics sponsor), delivered in his keynote presentation at the SOAR 2018 Customer Conference last month. He highlighted several quotes from client companies, including this […]

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