Six in 10 supply chain professionals believe that customer experience is more important than price when it comes to the purchase of new technologies.
According to a survey conducted by software and services firm BluJay Solutions 61 per cent of supply chain professionals agreed or strongly agreed that customer experience will overtake price and product as the number-one brand differentiator in the next five years.
The survey, titled ‘Focus on Customer Experience: Research on Supply Chain Priorities and Investments’, also found that the top three barriers to supply chain and logistics innovation were ‘siloed systems and/or process’ (21 per cent); existing IT systems are outdated (18 per cent) and lack of upper management support for funding/ resources’ (14 per cent).
Some 438 supply chain professionals were surveyed by BluJay, from industries including manufacturing, retail and logistics service providers.
