The battle among retail heavyweights for last-mile supremacy has companies promising an expanding array of delivery options, each seemingly faster and more convenient than the last. Those responsible for the logistics supporting ever-faster fulfillment also must contend with rising customer expectations — not just in terms of on-time deliveries but also regarding consistent communication about order and delivery status, as well as rapid mitigation when things go wrong.

The result? Retail supply chain executives are finding themselves responsible not just for delivering packages quickly and cost-effectively, but for the overall customer experience. These expanded customer-facing responsibilities mean supply chain execs must work closely with internal departments (marketing, order management and customer care centers) as well as the third parties doing the actual freight shipping and last mile deliveries.

This session will explore how retail supply chain roles are changing, focusing on:

• What supply chain executives need to know about successfully integrating CX and marketing communications with delivery/fulfillment;
• Why real-time data is needed to keep delivery promises
• Best practices for creating a holistic after-the-order experience, including proactive customer communications and easily accessible analytics that can identify fulfillment bottlenecks and provide report cards on freight fulfillment partners.