Experience is going to be the key battleground in supply chain and significant investment is required to compete, retailers Kingfisher and Mountain Warehouse have warned.

Later cut-off times for next-day delivery, same-day options, greater click-and-collect volumes and sky-rocketing consumer expectations over service will demand a period of serious investment in technology, systems and data management if retailers are to cope.

Speaking as part of Retail Week’s four-part podcast, The future of customer experience: what every retailer needs to know, produced in association with Oracle, Kingfisher director of global supply chain Lindsay Haselhurst said widespread investment across the industry will be inevitable.

“To be honest I almost can’t see a way in which it won’t because there is an absolute reality that consumers have changed the way they shop with us and their expectations of us are different.”

“I think you absolutely have to be able to offer customers a simple, convenient and reliable service that when you make a promise to a customer you can then deliver on that promise.”

“You absolutely have to be able to offer customers a simple, convenient and reliable service”

Lindsay Haselhurst, Kingfisher


This was echoed by Kieran Donovan, head of supply chain at Mountain Warehouse, who said the outdoor specialist’s customers are more interested in getting their product when they expect it and in full, rather than via the fastest possible service.

Register to listen to episode three, The customer and the final mile, to hear Haselhurst and Donovan discuss how customer experience is defining the direction of the supply chain, alongside Clipper Logistics chief operating officer Emma Dempsey and business solutions director Peter Louden, and Oracle retail sales development director Antony Welfare.

In this episode you will learn:

  • Why experience will shape the future of the supply chain
  • How retailers will need to invest in systems
  • Why in many cases delivery accuracy trumps speed
  • What consumers want: the results of a nationwide survey

Register to listen to this episode for free, today.