Supply chain performance has a direct impact on the customer experience. Hence paying attention to this part of the customer journey may help retailers improve their customer engagement.
Most often, time, budget and nature of the project will determine what methods and process you incorporate. Especially in an agile environment, one must design the best experience possible given the above constraints.
Customers don’t see the different channels as individual segments of a brand. Hence, even though there may be multiple touch points, it is important to deliver a consistence experience that is in line with the brand value.