Mike Skinner

The ecommerce industry has been steadily growing over the last few years, accelerated by the Coronavirus pandemic which led to a surge in demand for online products and services. This is great news for online retailers; however, as we know, competition online is fierce. Retailers who aren’t offering an exceptional customer experience risk losing their business to a competitor. A key part of a great customer experience is delivery and returns, and customer expectations in this area are high. 60% of consumers will buy again from a retailer if they were satisfied with the delivery. Returns are equally important and 78% of consumers consider the quality of a returns service when choosing where to shop. Customers know what they want, and they will choose stores based on where they will get the best experience. However, not all customers are the same. Offering a personalised e-commerce experience that meets customer expectations is vital in the right to acquire and retain today’s digital customer where customer loyalty is only as good as the last shopping experience. The Custom Approach to Delivery and Returns When it comes to delivery, retailers who think a “one size fits all” approach will work underestimate the needs…

At MODEX 2026 in Atlanta, Scott Luton sat down with Christian Lieberoth-Leden, Principal and Global Senior Expert, and Florian Salamon, Director of Consulting at 4flow, to unpack a complex warehouse transformation project that highlights the realities of modern supply chain growth. The discussion offers a behind-the-scenes look at what it really takes to design, implement, and scale a next-generation operation while keeping business moving uninterrupted. When Growth Forces Reinvention The project began with a clear challenge: a rapidly growing customer had outgrown its existing U.S. warehouse network. According to Christian Lieberoth-Leden, the company anticipated “doubling volume” over the next decade while simultaneously managing a major operational shift from B2B to B2C fulfillment. The existing facility simply could not support the future business requirements. A new warehouse was inevitable – – but this wasn’t just about adding capacity. It was about rethinking the operation entirely. At the same time, the stakes were extremely high. The warehouse would become a mission-critical hub for the company’s U.S. business, meaning there was little room for error. Start with Requirements, Not Tech One of the most important themes from the conversation is that successful transformation projects begin long before automation decisions are made. Christian emphasizes…