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Consumer shopping habits continue to shift to online for convenient experiences and receiving products at home. This an opportunity for consumer goods (CG) companies to breach markets that have been traditionally inaccessible through wholesale and retail channels. They are now challenged to reevaluate the direct-to-consumer (DTC) approach and its potential to boost revenue and the supporting process changes.

The bar has been raised on consumers’ expectations for digital shopping, and a poor eCommerce experience will risk brand perception in addition to cart abandonment. Pivoting to DTC impacts customer service with increased volumes and new sales order processes. Supply chain processes will also need to adjust for customer order fulfillment.

  • How do companies provide the best online experience for key consumer personas?
  • How do companies manage increased Customer Service demand?
  • How do companies leverage the entire supply chain to fulfill orders?

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Speakers

Rob Want

Rob Want
Retail Industry Director

Rob Want is the Global Retail Industry Director at Avanade for business applications. Rob has extensive experience an applications architect, delivery lead, and operating a family retail business. His cross-functional expertise includes Retail Back Office, POS, Supply Chain, Finance, Projects, HR, and CRM. He is based in New York.

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Megan Dills

Megan Dills
Digital Marketing Lead

Megan is a Chicago-based Digital Marketing practice lead. She brings over 16 years of experience in professional services and leading top performing integrated digital teams to deliver the right strategies, experiences and solutions for her clients’ biggest business challenges. Megan is passionate about driving digital transformation for today’s connected world and building enduring, human brands that people want to join (and buy.) She lives for building strong teams and driving to the right solutions to deliver real business impact together.

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Featured Guest

Sid Jatia

Sid Jatia
GM, Global Retail & Consumer Goods

Sid Jatia is a change agent, business leader and experience strategist with a successful track record in P&L management, leadership, digital strategy, product strategy/design and deep understanding of platforms and technology.

He has 18 years of B2C experience, including ten years of expertise in developing, executing and managing evolving digital businesses, leading change through customer experience.

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