Fergal Glynn

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 caught up with Justin Siefert, a familiar face in the supply chain community and a leader at John Galt Solutions, a global provider of end-to-end supply chain planning software. From demand and supply planning to inventory and S&OP, John Galt supports organizations across industries with the holistic capabilities needed to thrive in an increasingly unpredictable landscape.   A Company Investing in the Next Generation Before diving into industry trends, Siefert shared an update on one of the programs that sets John Galt apart: its supply chain scholarship program, which awards $10,000 to students pursuing supply chain degrees. This year’s cycle brought in a record number of nominations, with new winners set to be announced in January. It’s an initiative Siefert is proud of—and one that reflects John Galt’s belief in cultivating tomorrow’s leaders.   Old Problems, New Pressures: Planning in a World of Uncertainty When asked about the biggest challenges facing planners today, Siefert didn’t hesitate: uncertainty. While the forms of disruption change—pandemics, geopolitical shifts, demand shocks, evolving portfolios—the underlying challenge remains the same. Planners must anticipate what’s next and respond quickly, often in real time. “No day…