“By 2022, 50% of large organizations will have failed to unify engagement channels, resulting in a disjointed and siloed customer experience that lacks context” [Gartner, 2021]
89% of Consumer Product companies say COVID-19 is driving their organisation to optimise their supply chain for omnichannel much faster than anticipated. With physical stores set to reopen on April 12th, coupled with today’s consumer using 3 to 5 different channels per purchase [McKinsey, 2020], 2021’s leading B2C players will facilitate, and not impede, their customers’ buying journey.
Despite this urgent imperative, Consumer Product companies are frequently hamstrung by their legacy IT & Logistics infrastructure. They cannot respond quickly enough to customer demands, handle enquiries or guarantee product availability across multiple channels. With 56% of consumers expecting to use multiple channels after the lockdown [McKinsey, 2020] modernisation is needed to meet this demand and avoid lost sales.
The end of the UK lockdown will present a priceless opportunity for forward-thinking organisations. As a senior executive, how will you ensure you are ready for this new world of retail?