Jacob Levack

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…

Last month, we launched Between the Lines, our Supply Chain Now book club, with a simple idea: the best leaders don’t just consume headlines, they read deeply, think critically, and stay curious. The response to our first edition reminded us how powerful shared learning can be! This month, we’re building on that momentum with fresh selections designed to challenge perspectives, spark new ideas, and strengthen the way we think, innovate, and navigate an ever-evolving global landscape.   Check out a few of the selections the Supply Chain Now team recommends from February 2026:   Scott Luton: The 2028 Global Intelligence Crisis from Citrini Research Imagine a short-term future where the very technology we hail as humanity’s next great productivity engine becomes essentially the source of a global economic crisis. “The 2028 Global Intelligence Crisis” from Citrini Research is a thought experiment that projects just such a scenario: by 2028, rapid and widespread AI adoption has supercharged productivity yet hollowed out the consumer economy, driving unemployment above 10% and triggering a deep market downturn as traditional spending collapses despite booming output. In this speculative, but unsettling, framework, AI doesn’t fail, it succeeds so overwhelmingly that the economy it was meant to…