Tag: manhattan associates

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Consumer CX E-commerce Retail trends Technology Unified Commerce

Stop Making Customers Think in Channels

Paid partnership with Manhattan Associates

At the recent Manhattan Exchange in Barcelona, Natalie had the opportunity to sit down with Pieter Van den Broecke, EMEA Leader, Supply Chain Commerce Strategies, at Manhattan Associates. They discussed opportunities with AI, rethinking the post-purchase experience and achieving a truly unified commerce offering.

AI isn’t exactly a recent development. Why all the hype now?

You’re right. In fact, during World War II, artificial intelligence was used to mobilise troops!

Retailers have used AI for decades to help them make decisions in a world of constraints. A machine can only produce 100 bottles of champagne in an hour. A ship moving goods from China to the port of Barcelona takes three weeks. Retail operations are all about fulfilling demand to the consumer, while dealing with many real-life physical constraints and uncertainty. AI helps businesses to work around those constraints and make sure that the right product is getting into the hands of the right consumer at the right time.

Generative AI is, of course, what’s new. By providing insights based on collective memory, Gen AI helps operational engineers to design the right solutions for the business. Gen AI can assist in building solutions by taking over configuration tasks, testing, and even coding certain elements of the system.

Pieter Van den Broecke, EMEA Leader, Supply Chain Commerce Strategies, Manhattan Associates

I can see how Gen AI drives operational efficiencies for retailers. But how does it improve the experience for the customer?

When we talk about the online customer experience, we’re really referring to the “order and fulfilment experience”. When customers change their minds or when things go wrong, they want an immediate solution and ideally through self-service. This is where Gen AI comes in. Gen AI chatbots, for example, can deal with very complex queries in real-time. A customer simply needs to say, “Hey, I placed an order a week ago and I’m still waiting on delivery.” Or “Remind me what items I ordered again – was it a blue shirt or a red shirt?”.  So it’s very natural, personalised and, most importantly, it’s contextually and factually correct.

In those cases where the Gen AI chatbot can’t solve a customer query, a conversation summary is produced and passed on to a real human being. This allows the customer support team to continue the conversation without having to go through the questions again, saving both the retailer and customer time.

Let’s talk about the post-purchase experience. What are the benefits of allowing customers to modify their online orders?

Sometimes we change our minds and need to cancel or change an order. By facilitating late order cancellations, ideally before the order has been shipped, the retailer is firstly improving the experience for the customer by removing the need for a return and also by being refunded immediately. The retailer benefits by keeping the product in stock and commercially available, plus the delivery (and potentially return) costs are eliminated. And of course, it’s a more sustainable way of retailing if we don’t have to deliver something that would ultimately be returned. It really is a win for the consumer, a win for the planet and a win for the retailer.

What exactly do we mean by unified commerce and can you give us an example?

Unified commerce is putting customers at the centre of the retail brand experience. Customers don’t want to think in channels and retailers shouldn’t be forcing that on them, but it still happens too often today.

As a retail organisation, it’s critical to really think from the ground up with a unified commerce mindset. You have to embrace technology with your heart and mind. It’s not an afterthought. Your digital core has to be strong, at any level of the organization, and with the consumer in the centre.

You might have heard about a concept called Omnicart, which is a shopping basket that can be filled digitally. If you opt to collect the goods in-store, that digital shopping basket then becomes a physical one, unifying the customer’s journey. This means that orders initiated in any channel can be completed, returned or exchanged in any other channel, and it also gives store associates greater upsell/cross-sell opportunities.

There’s a huge opportunity to unify promotional activity here. Traditionally, promotions have been very channel-specific but technology is breaking down those silos. So, if a customer sees a 10% discount online for an item, this can also be applied to an in-store purchase along with any other discounts on different items. I think this is a really nice example of stretching people’s minds on what unified commerce can look like in practice.

In one sentence, what is the most important thing that retailers can do after reading this?

Identify the biggest friction that you create for your customer and start addressing this immediately.

This is an abridged version of Pieter’s interview with Natalie on the Retail Disrupted podcast. Listen to the full episode here.

Categories
AI CX Retail trends Technology Unified Commerce

Gen AI’s Impact on Customer Service

Paid partnership with Manhattan Associates

Last week, I travelled to the beautiful city of Barcelona to attend Manhattan Exchange. This is Manhattan Associates’ annual European conference and always a great opportunity to hear directly from some of the region’s biggest retailers and brands. So what stood out for me this year?

There were a few distinct themes that permeated throughout the event – unification of physical and digital commerce, store employee empowerment, and the need for both retailers and technology companies to continue to “shatter the status quo”, in CEO Eddie Capel’s words.

But what really sparked my interest was learning more about generative AI’s impact on customer service. Real-time responsiveness is very much a trend to watch for 2025. Here are my top takeaways:

  • Retailers are increasingly comfortable experimenting with gen AI but most of the use cases that we talk about today are centred on e-commerce operations – writing marketing copy, coding, creating images, etc. So, it was interesting to hear how European retailers are now encouraging staff to use gen AI in-store. Using voice, rather than text, this enables store associates to quickly identify solutions and better serve the customer. Expect a whole lot more of this in the coming months.
  • There was a clear consensus that AI chatbots in their current form (ie. not the gen AI kind) are an abominable experience for the customer. They often spit out generic or irrelevant information, or redirect the user elsewhere, all of which lead to customer frustration and potentially lasting brand damage.
  • Gen AI chatbots, meanwhile, are going to be a gamechanger. This next iteration of the chatbot, like Manhattan Active Maven, can resolve more complex issues. For example, instead of just asking “Where’s my order?”, customers can ask things like: “What size was that polo shirt I ordered last year?” or “Remind me how much tax I paid on that purchase.”
  • One of the top reasons customers get in touch with a contact centre is because they forgot to add a discount code at the checkout. This can be quickly resolved by a gen AI chatbot. Similarly, if a customer changes their mind after making a purchase – for example, they want to modify or cancel the order or alter their fulfilment method – this is another easy task for gen AI that benefits the retailer, customer, and planet.  
  • Traditional chatbots can handle between 20-30% of inbound customer queries without any human intervention. With gen AI chatbots, this rises to more than 50%, freeing up staff time to focus on more valuable tasks like upselling or dealing with more complex customer issues.
  • Gen AI chatbots will drive efficiencies and improve the customer experience, but they won’t replace humans. For example, gen AI will draft an email for a contact centre employee to send to the customer following an interaction, but the employee can tweak this and must sign it off before sending. Similarly, the tool will generate post-interaction notes, saving employees another 45-50 seconds each time. 

  • However, sometimes no AI is needed at all, and customers just want a human – albeit one that is still very much tech-enabled. We heard how a major European retailer allocates a QR code to each store employee, allowing shoppers to scan the code and continue the conversation with that member of staff after leaving the store. Now, as Green Retail World editor Ben Sillitoe pointed out on my podcast recently, we might not be rushing to scan the QR code of staff at our supermarket checkout, but for those more considered, bigger-ticket discretionary purchases (think fashion, beauty, luxury, home, electronics) this is exactly the kind of innovation retailers should be pursuing.

For more on Manhattan Associates, visit www.manh.com

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AI CX E-commerce ESG Podcast Retail trends Store of the future Technology Unified Commerce

Gen AI Chatbots, Empowering Staff and Sustainability

Live from Barcelona, Green Retail World’s Editor Ben Sillitoe joins Natalie on the podcast to share what they learned at Manhattan Exchange this week. They explore how generative AI chatbots are going to revolutionize customer service, why the days of frontline staff being told to “sell, not think” are over and what sustainability looks like for retailers in 2025.

If you missed the episode with Manhattan Associates’ Pieter Van den Broecke, you can catch up here.

Links:

Manhattan Associates
Green Retail World

Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

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AI Consumer CX Podcast Technology Unified Commerce

Embrace Technology With Heart and Mind

Live from Barcelona, Pieter Van den Broecke, EMEA Leader, Supply Chain Commerce Strategies at Manhattan Associates joins Natalie to discuss:

  • Europe’s retail CIOs – what’s keeping them up at night?
  • Generative AI – what are the opportunities and challenges?
  • Customer experience – how to service your customers in real-time and learning to trust AI to be the first port of call.
  • Why giving shoppers greater control post-purchase is a win for retailers, customers and the planet.
  • Unified commerce – what does this look like in practice and where are the opportunities going forward?
  • Why Pieter believes the digitization of physical retail isn’t over.

More on Manhattan Exchange.

Find out more about the Retail Disrupted Podcast by visiting retaildisrupted.com

Categories
CX E-commerce Technology Unified Commerce

How Do You Actually Achieve Unified Commerce?

Paid partnership with Manhattan Associates

What do you call a retailer with a relentless drive to enhance the customer experience? This may sound like the start of a geeky retail joke but it’s a serious question. We used to brand these more nimble businesses as “disruptors”. They were the ones ripping up the rulebook, defying the status quo and continuously elevating the shopper experience.

Today, I’d argue that all retailers need to adopt a mentality of perpetual disruption. In the fast-moving world of retail, today’s innovations quickly become tomorrow’s norms. You’ve got to keep evolving and experimenting. Failing fast has become a prerequisite. 

This was evidenced in a new study from Manhattan Associates. The inaugural Unified Commerce Benchmark for Specialty Retail in Europe assessed 50 retailers across three verticals (apparel and footwear, home and DIY, luxury) in five European markets (France, Germany, Italy, UK, the Netherlands).

Retailers were categorised as Leaders, Challengers, Followers and Laggards. The study then revealed common attributes of successful retailers across four categories: Search and Discovery; Cart and Checkout; Promising and Fulfilment; Service and Support. So what have we learned?

Firstly, the study called out four participating retailers as true leaders in Unified Commerce: Adidas, H&M, Leroy Merlin and M&S. These businesses aren’t just ticking boxes by offering capabilities such as real-time inventory statistics and product recommendation tools; they are actively embracing technologies that enable them to deliver more nuanced, and increasingly personalised, customer experiences.

And it’s paying off. The study found that Unified Commerce leaders’ revenue growth outperforms non-leaders by at least twofold.

Guided Inspiration, Rich Findability and Immersive StoryTelling

Leaders in ‘Search and Discovery’ help shoppers discover meaningful products, whether they are looking to fulfil an immediate need or are looking for inspiration. Most leaders in this space already bundle product offerings (offer suggestions to ‘buy the look’ or ‘buy the set’), and I imagine this will become the norm in the very near future as more retailers embrace the power of AI.

There is always room for improvement and Manhattan specifically calls out capabilities like offering real-time visibility on product description pages (PDP), inventory status callouts for low/out-of-stock items, and personalised recommendations on home page. Retailers should also strive for greater visibility of delivery times, for example by allowing shoppers to filter by fulfilment method.

Most leaders offer back-in-stock notifications and 100% of them provide product sourcing information and detailed content on sustainability practices. This is an important point – retailers must go beyond product features and really immerse the shopper in the brand’s ethos. Transparency is going to be key going forward. 

Unified Basket, Payment Flexibility, Frictionless Checkout

The biggest point of friction in today’s retail customer experience is due to the loss of context when transiting between the physical and the digital. Those retailers leading the way in ‘Cart and Checkout’ understand that a unified cart or basket is a foundational capability when it comes to that all-important connection across channels: 40% of leaders show personalised promotions and offers on PDPs and cart, compared to 6% of non-leaders. Most leaders also allow shoppers to view promo codes in cart and check product availability status by store in cart.

Given the proliferation of payment options today, most leaders also offer checkout with buy now, pay later (100%), Apple Pay or PayPal (70%), as well as the ability to use mixed payment methods for the same order (40%).

In-store and online cart abandonment is still far too regular of an occurrence in retail. In fact, more than one-third (35%) of shoppers said that they abandon their shopping cart because of lengthy checkout process and a whopping 37% said they will not retry if asked to re-enter payment or delivery details. It’s essential that retailers provide seamless checkout experiences that reduce unnecessary friction at the point of conversion.

Flawless Fulfilment

I’ve often said that the post-purchase experience tends to be more of an afterthought than a strategic priority. Well, that is finally changing as retailers recognise that a shopper’s product pick-up or delivery experience must be as seamless as their shopping journey. Not only do leaders in ‘Promising and Fulfilment’ make sure retailers meet or beat their delivery promises consistently, they do also so while being more environmentally friendly too.

Offering shoppers greater post-order flexibility, including complete or partial cancellations, and greater delivery/pick-up options are all areas leaders excel in. Sixty percent of leaders offer shoppers the ability to cancel orders post-purchase compared to 28% of non-leaders.

And shoppers are crying out for this: more than two-thirds of shoppers want a self-service option to be able to edit order after placing them. Meanwhile, nearly three quarters (73%) of shoppers value expedited deliver (same business day) but are only willing to pay less than €5 for the service.

Manhattan calls out the ability to highlight the carbon footprint / impact of fulfilment choice as an area for improvement. Shoppers are hyper-informed when it comes to pricing and product information, but too often they are fumbling in the dark when it comes to sustainability. I believe this will change considerably over the next decade and retailers must prioritise transparency to drive greener purchasing decisions.

360 Degree Service

Leaders in the ‘Service and Support’ segment offer shoppers a wide variety of service options from call centres to in-store assistance, social media support and live agents available via their website and mobile app. What is most important, however, isn’t the breadth of support options but the fact that they offer seamless continuity, consistent quality and always-on availability.

Leaders empower shoppers to self-serve most of their needs. Nearly all (92%) offer support on order modifications, returns and exchanges via chat/call and 75% offer their customers the ability to return purchases to drop-off locations.

In addition to problem solving, leaders also offer value-added services such as customisations, style/fit guidance and in-store hospitality to turn service interactions into a secret sauce of brand stickiness. Most leaders empower their store associates to check a shopper’s online purchase history while in-store (75% compared to 48% of non-leaders). They should also be striving for in-store appointment scheduling via their digital channels, product personalisation and allowing store associates to create or manage a shopper’s wishlist.

As I have said on numerous occasions, we are witnessing a democratisation of white-glove service within the retail industry. Don’t get left behind.

Download the full report.

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AI ESG Retail trends

3 Retail Trends You Cannot Ignore in 2024

Paid partnership with Manhattan Associates

After years of volatility and disruption, might 2024 bring some much-needed stability?

I’m optimistic that we are safely out of ‘permacrisis’ mode, but that doesn’t mean that 2024 will be uneventful. Technology will continue to disrupt the status quo, improving operational efficiencies and taking the customer experience to new heights. Here are 3 areas to watch:

AI: From Intrigue to Implementation

The buzz and excitement of generative AI bursting into the mainstream dominated the headlines in 2023, with ChatGPT alone reaching 100 million users within just a couple of months. But things will really begin to heat up in 2024: this will be the year of deployment. AI is no longer hype; it’s reality. We are on the cusp of another ‘smartphone moment’ where AI will disrupt every aspect of the value chain – from product development right through to consumption.

From a customer experience perspective, the holy grail of hyper-personalisation is finally within reach. AI-powered shopping assistants are not the future, they are here now. Rich, real-time, relevant experiences are rapidly becoming the norm. I’m personally excited to see how AI develops in our kitchens, helping consumers not only with meal inspiration but also reducing food waste, and also how AI-enabled virtual try-ons might help tackle the perennial problem of returns.

Tech-Enabled Human Touch

As retailers recognised the value in repurposed, tech-infused stores, the collective view on bricks and mortar shifted from ‘liability in a digital era’ to ‘top asset’. The industry’s primary goal of the past decade has been digitising our physical spaces. As we look ahead to the next decade, the focus will shift to making our digital spaces more physical, more immersive, more lifelike. We’re already seeing this with the rise of virtual try-ons, liveshopping, social commerce and virtual shopping consultations, to name a few. Mixed reality is coming. In the future, we really won’t know where the physical world ends and the digital one begins.

As e-commerce transitions from its current static, transactional state to one of multiple dimensions, physical retailers will need to ensure they are leveraging their staff to provide a unique, elevated experience. Retailers must look to technology here to help democratise concierge-level service, allowing staff to serve the customer in both an efficient and highly personalised way – that’s everything from clienteling to allowing customers to pay on the spot or swiftly collecting or returning an online order. Tech-enabled human touch will differentiate the winners from the losers in 2024.

ESG: Firmly Back on the Agenda

In recent years, progress on the ESG agenda may have been quietly stunted as both retailers and consumers prioritised cost efficiencies. However, it’s safe to say that this is one trend that is never going away, and I believe sustainability will be a top priority for retailers in 2024 and beyond.

Transparency will be a key theme this year. Consumers look to retailers to guide them in their decision-making and, with heightened awareness around both greenwashing and bluewashing, there is simply no hiding behind false claims or labels. Retailers will be judged on their authenticity. They should be striving for honesty over perfection. Retailers must have full visibility over their supply chain and be able to effectively communicate their practices and standards to consumers. I believe we’ll see greater demand for product durability and traceability around retailers’ broader circularity efforts. Increasingly, shoppers will want to align with brands whose values reflect their own.

 

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Fulfilment Technology

Give Customers Greater Control Post-Purchase, Argues Manhattan Associates

Paid partnership with Manhattan Associates

The most successful consumer-facing businesses today are those that uncover their customers’ needs first and then work backwards to provide the right experience. In theory, customer experience should have always been at the heart of retailers’ strategies from day one. After all, the whole point of retail is to serve the customer. But, let’s face it, for a long time, retailers were able to dictate the terms.

As Eddie Capel, CEO of Manhattan Associates, told me at the Manhattan Exchange in Berlin last month: “We got used to a no culture. Do you have my size? No. When might it be back in stock? Dunno. There was a lot of no in retail for a long time. Retail has turned into a ‘yes culture’.”

But what sparked that change? I was intrigued to hear his thoughts because this formed the very foundation of my and Miya Knights’ Amazon book, so I naturally had a few ideas of my own on the topic.

Eddie Capel, CEO of Manhattan Associates, says the retail industry has shifted to a ‘yes culture’

“Retailers did not have to worry about loyalty, but that has changed immensely now. Creating a ‘yes culture’ has become key, and Amazon and others have pushed retailers on service and delivery promises. Technology is helping to keep those promises,” Capel added.

I couldn’t agree more. As customers today, our tolerance for mediocrity is pretty low. We expect to shop on our terms. We no longer accept bland, vanilla retail experiences. Instead, we want the red carpet rolled out for us. We want a white-glove experience. We want to be wowed, surprised and delighted.

Retailers have made significant progress in blending the physical and digital worlds, but there is still more to do. In the whitepaper that I authored for Manhattan Associates, we found that just 6% of retailers that we surveyed have an accurate view of their inventory across their entire business 100% of the time. I have to admit, that figure shocked me given that we are living in this on-demand era where customers are hyper-informed and, in Capel’s words, retailers need to be “promise keepers”. How seamless of an experience can you offer if you don’t consistently know where your stock is?

Another area where I see room for improvement – and this was reaffirmed by the report – is returns. Even today, the post-purchase experience is often neglected. For example, only around half of retailers we spoke to allow customers to buy online and return in-store (46%) or buy in-store and return online (50%). 

Enabling this level of flexibility and cohesion will enhance the experience for the customer, but more needs to be done to stamp out returns from happening in the first place. The industry needs to collectively address its perennial problem. In recent years, retailers themselves have exacerbated this problem in an attempt to appease the customer – offering free returns and encouraging a buy-to-try mentality.

There is some progress being made, for example around sizing/fit among fashion retailers. Some have even gone to the extreme of charging for returns, very much uncharted territory for a sector where over one-third of purchases are returned. And let’s not forget, as counter intuitive as it may seem, those big returners are often a retailer’s most valuable customers.  

But it’s better for all parties to get it right in the first instance. Looking across the wider retail industry, another way to reduce the rate of returns is by giving customers greater control over fulfilment. As things currently stand, all control is lost once the customer places an order. If they want to change their delivery or edit their basket, it’s simply too late. It then becomes a return.

Giving customers more control post-purchase doesn’t just translate to a better customer experience – which ultimately drives greater loyalty – but it also has both economic and environmental benefits. Brian Kinsella, SVP, Product Management argues that customers should be granted a window in which they could change their mind on fulfilment method, for example switching from home delivery to click & collect and vice versa. Kinsella even believes that shoppers should be able to cancel an online order. Why? To drive down returns, or what he calls “unnecessary shipments”.

In Berlin, Kinsella also called out the importance of communication post-purchase. More retailers, for example, should be utilising real-time messaging with home delivery, again to simultaneously improve the experience for the customer while ensuring someone is in to receive the delivery.

Historically, retailers may have begrudged looking beyond immediate customer needs, but today it’s imperative that retailers proactively address pain points. They need to be continuously re-evaluating the customer journey, identifying and removing any new points of friction and ensuring that they are going above and beyond. The risk of inaction is simply too great.

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Consumer E-commerce Fulfilment Retail trends Technology

Recalibrating for the Next Normal

Sales Online. Working women at their store. They accepting new orders online and packing merchandise for customer.

Paid partnership with Manhattan Associates

Greetings from Germany! I’m here at the Manhattan Exchange in Berlin and am super excited to share with you a new report that I’ve authored for Manhattan Associates: Recalibrating for the Next Normal.

The pandemic may have accelerated digital transformation strategies, but what comes next? We spoke to 3,500 consumers and 700 leading retailers across the US and Europe to get a better sense of the consumer landscape and the capabilities required as retailers recalibrate for this next stage.

The findings of this international research study highlight the need for retailers to continue to keep up with the pace of evolving consumer expectations. It also revealed a retail landscape where the lines between physical and digital commerce are becoming increasingly opaque and complicated. 

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Uncategorized

IWD: Interview with Manhattan Associates

International Women's Day. Vector seamless pattern with women faces of different nationalities and cultures. Struggle for freedom, independence, equality.

Paid partnership with Manhattan Associates

In celebration of International Women’s Day (IWD), I spoke to two of Manhattan Associates’ female leaders – Ann Sung Ruckstuhl, SVP and Chief Marketing Officer, and Heather Mahan, Vice President, Professional Services. From balancing careers with motherhood to overcoming imposter syndrome, we candidly explore some of the challenges that women in business face and share inspirational ideas for change among future female leaders.

Can you name a female role model and how she has influenced your career?

HM: My very first professional experience was at a Fortune 300 chemical manufacturing company. My manager led the quality department and was one of a few female directors in the company. To this day more than 25 years later, I think about and strive to emulate her leadership style, her presence among her peers and her senior management team, her pragmatism, and her confidence.

In a company of engineers and chemists, mostly men, she with her journalism degree brought up female leaders and built balanced-gender and high-performing teams. I didn’t realize at the time what an influence she would have on me but looking back now I am beyond grateful that she was my first boss.

What is the most important piece of advice you have ever been given?

ASR: To move up, you have to be willing to move laterally or even down occasionally for the right opportunities. Keep your eyes on the prize but pace yourself. There are many ways to the top.

“IWD means celebrating and recognizing the significant contributions that women have made to our societies at large. It is an invitation and call-of-action to women of all ages to dream big, speak up and take actions.” – Ann Sung Ruckstuhl

What are the biggest challenges that women in business face today?

ASR: I see two big challenges for women in business today. First, a self-defeating attitude which causes women to constantly second-guess ourselves before reaching for the stars. We tend to over-prepare, under-appreciate our abilities, and end up “not putting our names in the hat” for that next opportunity or promotion. Second, a general lack of C-level sponsors who are willing to coach and give women a shot at the top c-level jobs.

HM: Being a mom and a woman in business is a juggling act. Women still often carry the majority of kid duty, from getting groceries and planning meals, to laundry, to homework help, to shuttling to practice and rehearsal, to making and taking doctor and dentist appointments. The shift in duties at home has not happened as quickly as the shift in our hours at the office, and women in business are challenged to be everything to everyone.

Can you share a time you encountered a challenge as a woman in business and how you overcame it?

ASR: The biggest challenge I encountered in business came as I embarked on motherhood. There were so many moments of discouragement that made me want to step off the fast track. Having to return to work in less than 6 weeks after childbirth, figuring out how to continue to nurse while traveling for business, worrying about quality childcare; there were so many obstacles to overcome. My saving grace was having a supportive husband, a network of friends and trusted paid help who provided the necessary “infrastructure” to make work and life possible.

HM: One of the most common challenges I’ve faced and continue to face is having to work a little harder than male counterparts to establish credibility. I remember being barely 25 when I was sent to Sao Paulo to support a troubled project start up. It took a solid three days until any of the leaders at the site would even acknowledge me, much less listen. However, by the end of the week I had a queue of supervisors asking me for help solving their problems. They begged me to stay an extra week, and when I did eventually fly home, they sent me home with hugs and gifts. 

“We need to seek out talented women and mentor them early and often.” – Heather Mahan

What is your proudest professional moment to date?

HM: Two years ago, Manhattan launched Manhattan Active Warehouse Management, our new warehouse management system, versionless and born in the cloud. I led the team that implemented that new solution successfully for our first customer, through COVID, labour shortages, and the supply chain disruption that was 2020. That implementation more than any other in which I’ve participated brought together colleagues from nearly all parts of our organization. Together we delivered value beyond expectation for our customer and in the process ignited the market for our innovative new technology.

How can we encourage more women into leadership positions?

ASR: The desire to lead must come from within. For those who are not interested in leadership positions, it is ok. For those who are interested, we can encourage them to take next steps by doing a couple of things. First, make yourself available for coaching, mentoring, skip-level 1:1s and informational interviews. Second, be your authentic self and share your experiences, routes to leadership, and useful life hacks freely. Actions speak louder than words. Women learn from each other naturally; interactions and benefits go both ways indeed.

HM: As one of a handful of senior female leaders at our company, I try to be highly visible and available for any conversation about career progression, how to balance work and family, and provide input on hard problems, off the record or on. I am transparent about how hard it is sometimes: stressful for me, hard on my husband, and unfair to my three girls when I am traveling or working long hours. But I encourage women that they can find their way and their leadership makes a difference. We also need to provide flexibility in assignments, travel requirements, and office schedules.

If you could give one piece of advice to your younger self, what would you tell her?

ASR: Don’t be so anxious about wanting more – more intellectual stimulation, more travel, more experiences, more friends, more kids, more love, more money, more physical fitness. Pace yourself. You’ll get all that you need, just not all at the same time. So rejoice with what you have, just keep an eye out for that next aspiration.

How can the supply chain industry encourage more women to make it their long-term careers?

ASR: First, inspire women to be a part of the solution by highlighting the multi-faceted challenges facing the supply chain industry – from warehousing, transportation, automation, robotics, machine learning, artificial intelligence, omnichannel retail, environmental sustainability, social responsibilities, ethical business practices to change management – all exciting areas for career growth as well as opportunities to help build a better society.

Second, support women to stay in the industry by providing family-friendly policies including childcare, elderly care, training, proactive career planning and flexible work arrangements.

If you could wave a wand & change one thing for the next generation of female leaders, what would it be?

HM: I would make it possible for moms to have the option to go back to work and keep climbing without concern for their child’s well-being or a financial burden.

ASR: When it comes to that next promotion or career change, be “gender blind” and stop second-guessing yourself. You can do it.

#IWD #Manhinfluencer

 

Categories
E-commerce

The Quick Commerce Boom Shows No Sign Of Abating

Hand to hand of Delivery food service sending delicious from restaurant to customer without having to leave the house receiver shipping deliver shopping online on yellow background isolated.

Quick commerce, rapid delivery, serving the ‘instant needs’ market. Call it what you’d like, but the uber-convenience boom has arrived and is here to stay.

What was perhaps initially seen as a pandemic pivot will have lasting implications for the retail industry and its supply chains. Forget same day or one-hour delivery; 15-minute delivery of groceries is rapidly becoming the norm in many urban areas around the globe.

But is there really a need for it? Are grocery orders really that time-sensitive? And how financially sustainable is this model? In this blog for Manhattan Associates, we delve into some of these topics and explore what 2022 might bring.

Disrupting the disruptors

First, let’s acknowledge that we live in a ubiquitously connected world. A world that is digitally accessible with amenities on tap. A world where we can while away the hours consuming digital content, a world of home comforts and infinite choice. A world with instant access to millions of products to buy, songs to listen to and movies to watch.

We may be living in an on-demand era, but when it comes to grocery shopping missions, up until recently, it was primarily the weekly food shop that was done online. The top-up grocery shop was still very much an analogue experience.  

The unparalleled disruption caused by the pandemic not only accelerated online grocery adoption, but it also created an entirely new channel – we are finally witnessing the digitization of the top-up shop.

The 15-minute supermarkets – the likes of Gorillas, GoPuff, Getir and Zapp – have come in all guns blazing, boldly debuting their new brands and elevating the customer experience to new heights, seemingly unfazed by the crowded, low-to-no-margin nature of this industry.

These rapid delivery platforms are essentially acting as a 21st century version of the corner shop, catering to those convenience/crisis-led shopping missions – shoppers who need an ingredient or two for tonight’s dinner, who have run out of nappies or beer, or perhaps are quarantining and struggling to get a suitable slot with one of the big grocers. They are disrupting the status quo and redefining immediacy. Niche, but highly relevant in the current climate.

While shoppers will always say yes to faster delivery and better service, you do have to wonder whether this small segment of the grocery channel is worth disrupting? And I say “small” for three reasons:

1) As above, 15-minute grocery delivery caters to niche shopping missions – top-up, ‘for tonight’ and food to go;

2) Let’s face it, this kind of model requires significant population density and will therefore be largely limited to cities;

3) Despite best efforts to democratize it, ultra-fast delivery is a premium service catering to time-poor, and often cash-rich, shoppers.

According to IGD, the quick commerce sector is currently worth £1.4 billion in the UK, with the opportunity to more than double in size to £3.3 billion – still a distinctively small slice of a £200+ billion sector.

Boom or bust

So is the hype around quick commerce justified? Or will this become another pandemic innovation that quietly fades away as we settle into yet another new normal?

My view is that rapid delivery, in some shape or form, is here to stay. In recent years, the supermarket price wars have been superseded by the delivery wars. Fifteen-minute delivery takes this to the next level, one in which the mainstream supermarkets – and even Amazon – would not historically venture towards.

Why not? Because this model is messy. You are promising customers the moon on a stick and one bad experience can be detrimental to the brand. It is an unproven and wildly capital-intensive model, requiring hyper-proximity to the customer (if you’re going to deliver within 15 minutes, you’d better be within a mile or two). Not unlike the hard discounters, you also have to significantly sacrifice on range in order to make the economics stack up.

But time is a precious commodity and the ultra-fast delivery providers have now ripped the plaster off. This is convenience on steroids. It’s a deepening of the democratization of white glove service, a trend that had long been brewing pre-COVID.

To some, quick commerce perhaps represents a dystopian future where we never need to leave our sofa when we run out of bread. To others, it’s a case of going back to the future – the milkman of the digital age.

Regardless, it would be difficult to wean customers off now that they have had a taste of this uber convenience, leaving the market with no choice but to follow. We have already witnessed the start of the inevitable consolidation within this nascent sector, as well as an increasing number of partnerships with the grocers themselves. In 2022, we could very well see the acquisition of a rapid delivery provider by one of the major supermarkets.

Quick commerce will remain a niche segment of the online grocery channel, but certainly one not to be ignored with much wider implications for retail supply chains.

Whether it’s the practical processes associated with microfulfilment (such as automation and the integration of man and machine), transportation modelling for the ‘last mile’ or the broader concept of moving supply chains closer to consumers, the impact of quick commerce may be felt far beyond its immediate sphere of operations into 2022 and beyond.