Convey and eft Supply Chain & Logistics Business Intelligence have announced the results of a joint study examining the importance of customer experience (CX) in final-mile delivery, and the impact of CX on supply chain performance and decision-making. The report, which surveyed 200 retail supply chain professionals, coincides with RILA’s Retail Supply Chain Conference 2017.
The survey data, coupled with in-depth interviews, reveals that:
- Retailers understand the importance of the customer experience
- Current technologies are not addressing CX needs
- Supply chain leaders are integrating customer experience into their operations
- The desire to improve CX is often at odds with traditional operational metrics
You can download a copy of the survey results here.