Ecommerce & Omnichannel, Explained from Experience.
In 2018, I joined a UK men’s fashion retailer where the previous year’s Black Friday had been a commercial disappointment. The business had spent heavily on paid advertising, but the returns had not justified the investment. My brief was to improve the commercial outcome, not simply generate more traffic or sales. As I reviewed the […]
Buying something online takes just a few clicks. But have you ever wondered what really happens between placing an order and receiving it at your doorstep? Behind that simple experience is a complex operation. Products need to be available, orders processed, goods picked and packed, and deliveries organised. All of this requires people, processes and […]
When a customer places an order online, several systems and operational teams work together behind the scenes to process, fulfil and deliver it. But not every order follows the expected journey. Customers may cancel an order before dispatch, return a product after delivery or request an exchange because the item is faulty or does not […]
Most of us have heard of ChatGPT, and many use it to write emails, find information, develop ideas or simply ask questions. But have you ever wondered what GPT actually stands for? And do other AI tools, such as Claude and Gemini, use similar technology? GPT stands for Generative Pre-trained Transformer. It is the name […]
When a customer places an online order, several systems work together to fulfil it. The Order Management System (OMS) determines where the order should be fulfilled, the Warehouse Management System (WMS) manages picking and packing, and a delivery aggregator may help allocate the shipment to a delivery partner. But the journey does not end when […]
When a customer places an order online, several systems work together behind the scenes. The Order Management System (OMS) determines where the order should be fulfilled, while the Warehouse Management System (WMS) manages picking and packing. But once the order is ready for dispatch, another question needs answering: who will deliver it? For a retailer […]
Inventory Management and Supply Chain Management work closely together to ensure retailers have the right products available when and where customers need them. Commercial and inventory teams forecast demand, plan stock quantities and identify where products are likely to sell, based on customer behaviour, seasonality and promotional activity. Supply chain teams then ensure those products […]
A Scene I Still Remember I know this is not a movie blog, but I hope you will bear with me for a moment. Around Christmas 2006, I watched Charlie and the Chocolate Factory, the 2005 film starring Johnny Depp as Willy Wonka. I had never seen the original 1971 film, so I was discovering […]
A customer places an order for a laptop on a retailer’s website. The order is confirmed, and the customer expects it to arrive within the promised delivery time. But before the delivery team can collect the package, someone needs to locate the laptop inside the warehouse, pick the correct product, verify it, pack it and […]
An Enterprise Resource Planning (ERP) system plays a central role in keeping a retail business running. From purchasing products and maintaining inventory records to managing supplier payments and financial reporting, ERP helps connect the essential processes behind day-to-day operations. Consider a retailer operating number of physical stores and multiple distribution centres. Its buying team purchases […]