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Industry trends, product updates, and expert perspectives on post-checkout operations, shipping, and customer experience.
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172 articles
Blog
On Wednesday we wrote about whether stores should fulfil online orders this peak, and the answer was that it depends on things most retailers only find out about in the second week of December: store stock accuracy, store capacity, split shipments, carrier pickups and returns. This post is about ...
Blog
Black Friday falls on 27 November this year and Cyber Monday on 30 November, and for readers in the Gulf the White Friday window will probably sit around the same dates, since last year's ran from 20 to 30 November and this year's had not been announced when we wrote this. Adobe expects United St...
Blog
We have just published two pieces on the order management space: a scorecard of what the last decade's ideas actually delivered, and a look at where merchants are putting their money now to get order operations ready for AI. The short version of the second one was that the investment is going int...
Blog
In the first part of this piece we scored a decade of order management ideas and found a fairly consistent pattern: the ones that became operating practice changed how a retailer holds and moves data about stock, stores and orders, and the ones that stayed on the slide were labels for a platform ...
Blog
Between about 2015 and 2020, retailers were sold a set of ideas about how orders should work: omnichannel, unified commerce, headless and then composable commerce, distributed order management, click and collect, ship-from-store, the endless aisle. Each came with a conference circuit, an analyst ...
Blog
On Wednesday we wrote about the integrations nobody is watching before Black Friday, and how a webhook or connector can stop working without anyone noticing until customers start asking where their orders are. Two of the things we suggested were having alerts on failure rather than on complaints,...
Blog
Most of the peak planning we hear about from retail teams, and most of what we have written about peak this year, is about capacity. Which carriers will take the volume, what the cut-off dates are, how many people will be in the warehouse. All of that matters, but there is a quieter risk that ten...
Blog
Earlier this month we wrote about Carriyo Intelligence opening as a closed beta, and went through what Revenue at Risk and CX Score measure and why we think the data underneath is what makes them work. The beta is now open, and a selected group of users at some of our key accounts are working wit...
Blog
In September we wrote about the two reports at the centre of Carriyo Intelligence, Revenue at Risk and CX Score. This week Carriyo Intelligence opens as a closed beta for a selected group of users across some of our key accounts, so this seemed like a good moment to go through what those users wi...
Blog
If you ask most retail operations teams how returns are going, the first number you will usually hear is the return rate. It is a useful number and it is worth watching, but on its own it tells you how many things came back and not very much about why they came back, what they are costing you whi...
Blog
In our previous article we looked at where AI agents really stand in post-purchase operations going into this peak, and ended with four things we think have to be true before you would let one near a live order: the data has to be normalised, the rules have to exist and be readable by the agent, ...
Blog
We have written about agentic commerce a few times this year, and each time it was mostly about the agent that does the buying, most recently in August when we asked who owns the delivery promise when the shopper is a machine. This piece is about the other side, which gets less attention and whic...