Delivery Week 2020 Report

Supported by Avalara

Summary

Retail delivery and returns propositions continuously evolve, but the coronavirus has shifted customer fulfilment patterns like nothing seen before.

Home delivery has become the norm, returns windows have been stretched, and click & collect options for non-essential products have largely been abandoned as a result of temporary shop closures. 

But what will stick and what will change as retail reboots?

These issues were under the spotlight during IMRG’s first ever virtual Delivery Week, sponsored by Avalara, which ran between 18-22 May 2020. The event, featuring senior representatives from global retailers and solution providers, and containing unique IMRG insights, assessed what has been learnt during the crisis in order to look forward.

The Covid-19 pandemic has fast-tracked many industry developments and delivery innovations that have long been discussed. Despite the devastating impact it will have on certain aspects of the retail industry, many businesses will emerge on the other side with new propositions and find themselves stronger than before.

Success will rely on closely monitoring customer behaviour, and keeping one step ahead of consumers. And as this report suggests, there’s a chance for the wider industry to collaborate and bring positive change for the entire retail and fulfilment ecosystem.

This report captures what was relevant to the industry at the heart of the crisis, what is important now, and what will be vital to consider in the future.

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