Optimizing omni-channel supply chain for an exceptional experience

Executive Summary

As ‘omni-channel’ moves beyond being a buzzword to creating competitive advantage, supply chains are becoming increasingly important to customer experience across the lifecycle. The more customers move their shopping online, the more they are defining deliveries – from preferred mode to speed and cost. Omni-channel supply chains that seamlessly synchronize all aspects of the value chain – from brick and mortar retail stores to online sales, mobile app shopping, and customer service are proving integral to customer satisfaction. In the race to meet ever-changing customer and market demands, failing to optimize supply chain operations to support an omni-channel experience, can significantly erode margins for retailers. This paper discusses three critical enablers and best practices that can help businesses consistently drive omni-channel success in today’s challenging market conditions.

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