Supply chain managers are used to dealing with challenges that can come in many shapes and sizes. It could be something as simple as the weather impacting delivery, to an unexpected global pandemic that disrupts operations and significantly changes consumer buying behavior.
While COVID-19 put a strain on global supply chains, it also accelerated consumer demand for better digital experiences. As more shoppers turned to e-commerce, expectations for services likes free delivery, along with convenience and personalization from more immediate fulfillment options like buy online pick-up-in-store (BOPIS) and click-and-collect were heightened. These new consumer habits that are forming now will drive long-term adoption of these fulfillment options.