This IDC study addresses how the strain on supply chains and store operations wrought by rising ecommerce has served to accelerate the adoption of technologies and the reordering of priorities to support omni-channel and adjustments in thinking about the use, flow, location, and design of physical assets and the humans that maneuver within them. Curbside, along with the variety of omni-channel fulfillment iterations, adds layers of complexity to the retail supply chain — and layers of cost.
"Why is omni-channel fulfillment technology important? Because consumers want the convenience of these options," said Jordan K. Speer, research manager, Global Supply Chain. "Retail has evolved to be as much about how you sell as what you sell, which has brought the supply chain closer to the consumer and raised its level of importance to the organization. If you do not offer fulfillment options that consumers seek, they will go elsewhere," she said. "Indeed, results from IDC's recent Retail Consumer Insights Survey shows that a majority or close to a majority of consumers are likely or very likely to go elsewhere if they are not offered options of BOPIS curbside delivery, same-day delivery, and visibility into fulfillment options and costs before they make a purchase."
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