Australia’s e-commerce boom: is agile automation the answer?
13th May 2022
By Malcolm Druce, Managing Partner at BPS Global Australia
Posted on May 10, 2022
Today's customer wants hyper convenience, flexibility, and faster delivery times, putting unprecedented pressure on retailers. Malcolm Druce, Managing Partner at BPS Global Australia talks through the increasing role of agile automation in responding to the changing needs of the consumer.
There are very few industries, if any, which haven't been impacted by the Covid-19 pandemic. For retail, the surge in online shopping during lockdowns has accelerated the reliance on e-commerce, with 5.4 million households buying online each month across a broader range of retailers as well as in new categories.
Last year, Australians spent a record $62.3 billion online, a figure that is predicted to double in the next five years. Whilst the spikes in sales initially correlated with lockdowns, the trend has remained strong and is only expected to grow. Not only are people willing to spend, the way they purchase goods has permanently changed. With customers now expecting hyper convenience, flexibility and faster delivery times, retailers are struggling to meet demand. Today, operational pressure for retailers is at an all-time high.
In today's rapidly evolving retail sector, consumers expect a seamless customer experience and in particular, express dispatch and delivery. Also, flexible payment options, easy returns processes and personalised advertising are key components of the customer experience and strong drivers of customer loyalty. Many retailers hire more staff in the effort to meet these demands, but this quickly causes diminishing returns on their workforce.
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