Allison Krache Giddens

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 the 2025 Gartner Supply Chain Planning Summit in Denver, Scott Luton sat down with Fred Baumann, Senior Industry Principal at Kinaxis, one of the world’s most recognized leaders in supply chain planning and orchestration. Kinaxis has spent over four decades shaping the planning landscape and has been named to the Gartner Leaders Quadrant an extraordinary 11 consecutive times—a testament to its execution strength and long-term vision. Baumann’s role at Kinaxis centers on helping chief supply chain officers and senior leaders shape their strategic transformation roadmaps, quantify value, and build the business cases necessary to achieve breakthrough outcomes.   From Episodic Disruptions to Continuous Turbulence When asked about old and new challenges facing supply chain planning teams, Baumann observed a major shift: disruption is no longer episodic—it’s continuous. Historically, companies faced major disruptions every few years. Today, volatility and constraint-related challenges—whether driven by tariffs, sourcing changes, geopolitical shifts, or supply shortages—are unfolding weekly or even daily. This environment demands a new way of working. The speed of global business is accelerating, and uncertainty is at historic highs. As Baumann noted, organizations must now adjust their supply chains “much faster than they had to even last year.” The shift isn’t only…