Published: 18 July 2024
According to Gartner’s latest Supply Chain Technology User Wants and Needs Survey, improving customer experience ranked as a top three business priority. Customer fulfillment leaders can use this research to align the functions on a customer-centric approach.
Customer fulfillment and logistics teams in the same organization often operate at different levels of maturity, which inhibits successful integration and delivery of aligned goals for customer experience (CX).
Subsequently, these adjacent but separate teams do not have strategically aligned objectives, resulting in a myopic and biased focus to meet their own independent targets and objectives.
The level of change involved in aligning and integrating logistics and customer fulfillment can appear too seismic and disruptive. There is a reluctance to drive greater integration because the task is too complex, cumbersome and costly.
Align the two functions by completing and
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