The Retail and Ecommerce Leaders’ Luncheon

Emergence of eCommerce: Driving customer satisfaction with end-to-end efficiency and seamless shopping experiences

Retail witnessed a massive shift in the last two years, with customers moving online in droves and companies following suit. eCommerce saw unprecedented adoption levels, and brick-and-mortar stores experienced a steep decline as lockdowns halted customer traffic.

While online thrived on the surface, the move also exposed supply chain bottlenecks and pitfalls that plague the industry. Global lockdowns have largely been lifted but the inflation, rising cost-of-living, global supply chain challenges, food shortages and the ongoing Ukraine-Russia conflict will mean that 2022 and beyond, will be the most uncertain time retailers have faced in a generation.

While consumers are not looking back and will shop across all channels as long, they get the right product, at the right time and at the right price. Online shall continue to grow, and retailers must be equipped with the tools and practices to drive the best practices for both offline and online — efficiency, availability, visibility, seamless shopping experience and, above all, profitability.

• What challenges are companies facing in transitioning from physical retail only to omnichannel? 
• How can retailers optimise supply chain processes with technology?
• What are the growing retail trends? How has the role of the store associate changed, and what tools are available?