Fulfilment matters. History shows us that retailers who fail to master fulfilment in their e-commerce operations end up both disappointing customers and losing money. And yet most retail leaders still pay less attention to their physical fulfilment operations than they do to the digital customer experience.
Amazon has put fulfilment at the heart of its customer offer. Its strategy is clear: to dominate online retail by developing an efficient global fulfilment network capable of delivering almost any product to a customer – wherever and whenever they want it.
The confirmed launch by Amazon of physical retail operations in Australia will put ANZ retailers in direct competition with the undisputed global leader in online fulfilment. In his session Jonathan will set out the fulfilment challenges facing retailers and their logistics partners, the difference Amazon will make in the Australian and New Zealand market, and the fulfilment strategies most likely to succeed.