DSV A/S has announced the successful completion of its acquisition of Schenker from Deutsche Bahn. This transformative event marks the largest transaction in DSV’s history, significantly enhancing its global network, expertise, and competitive edge across all three divisions.

With the acquisition, valued at approx. DKK 106.7 billion (approx. EUR 14.3 billion), DSV is doubling its size and establishing the foundation for future sustainable growth. The combined company will have a revenue of approximately DKK 310 billion (approx. EUR 41.6 billion) and a workforce of close to 160,000 employees across more than 90 countries.

Jens H. Lund, Group CEO, DSV said: “With the completion of the acquisition of Schenker, we have reached a milestone in the history of DSV. We have been looking forward to completing the transaction and I am excited to welcome our new colleagues to the DSV organisation. With this acquisition, we become a world-leading player in global transport and logistics, at a time when global supply chains are more in focus than ever before, and our customers need a reliable and agile global network of services and products. By combining the two companies we will create a unique flexible platform for long-term financial growth to the benefit of our customers, employees, shareholders and other stakeholders.”

Jochen Thewes, CEO, Schenker said: “We are happy to complete this important milestone, and we are looking forward to joining forces with DSV. The dialogue throughout the last months has been very positive and we are very excited about the prospects of the combined business. DSV and Schenker are a strong match with many similarities in business models and services, shared values and high operational standards, and we look forward to getting to work.”

Winning as one

The combination will strengthen DSV’s global network and competitiveness and provide access to new markets and talents at a crucial time for global trade and supply chains. Besides greater reach and better opportunities to create truly end-to-end solutions for our customers, the acquisition strengthens DSV’s platform for future growth and the development of a more sustainable, flexible and digitalised transport and logistics industry.

The combined company aims to use the strengthened market position to continue to grow through enhanced service offerings and economies of scale, achieving industry-leading margins. Now, the integration of Schenker will begin. DSV is committed to a smooth transition and will approach the integration with due respect and careful consideration for customers, employees and stakeholders. During the integration process, it is a key priority to avoid disruptions and retain a high service level for our customers.

Schenker will be included in the consolidated financial statements of DSV from 1 May 2025. Based on preliminary estimates, annual synergies are estimated in the level of DKK 9 billion at end of 2028.

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UK electricals retailer AO has achieved 16% annual cost savings and reduced road incidents across its 1,000+ fleet of commercial vehicles by implementing advanced AI and fleet management solutions from Samsara, provider of the Connected Operations® Platform.

AO has more than 1,000 commercial vehicles equipped with Samsara’s advanced telematics technology and AI dash cams, with visibility of the entire fleet provided through Samsara’s Connected Operations platform.

By making Samsara’s platform central to its fleet operation, AO has increased operational efficiency, saving time, reducing costs and making work better for its drivers:

• Driver time has been saved by replacing manual vehicle walkarounds carried out with paper and pen with intuitive digital walkarounds using a Driver App
• Proactive, AI-driven vehicle maintenance has delivered 31% cost savings annually and an 8% reduction in tyre spend, despite completing more miles
• Insurance premiums have reduced by 25% due to reduced accident rates — proven through Samsara’s analytics.

Shaun Carter, Regional Manager at AO, comments: “Samsara is central to our operations—saving us time, helping us keep costs down, and making life easier for our drivers. We’ve got a single source of truth to monitor driver performance, track our fleet of vehicles, and provide training to the drivers that need it most.”

The Samsara technology has had a particularly positive impact on driver performance and attitudes to safer driving. Through Samsara In-Cab Alerts and AI dash cams, drivers are warned about any risky behaviour in real time and data is used to provide targeted coaching to its drivers. The introduction of a Driver Safety Score has driven competition between the drivers to enhance their road performance — raising safety standards across the business.

Carter explains: “The safety score is now a hugely important KPI as it demonstrates the work we’ve done and encourages drivers to compete amongst each other — and by proving that score we receive a discount on insurance premiums too. It’s about much more than cost savings though. Safer drivers means fewer accidents, more reliable deliveries, and, ultimately, happier customers.”

Philip van der Wilt, SVP and GM EMEA at Samsara, comments: “Connecting physical operations can have a transformative impact, as AO is demonstrating through improved efficiency, vehicle performance and road safety. By empowering businesses with full visibility and management of their fleet, Samsara is playing a pivotal role in enhancing the driver experience and the service they deliver to customers.”

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‘National Supply Chain Day’ is taking place in the USA today. Chris Coote, Head of Product at Dexory, comments on how technology, such as AI and robotics, is enhancing resilience across modern supply chains.

“National Supply Chain Day is time to recognise the transformative impact of technology across modern supply chains. Warehouses are more than just storage spaces – they’re strategic, tech-enabled hubs seamlessly connecting supply with demand. AI is revolutionising supply chain management, addressing challenges like visibility, inventory optimisation and operational efficiency. With real-time tracking and predictive analytics, businesses can make faster and more informed decisions, helping build resiliency and enabling companies to anticipate disruptions and respond proactively.

“Adding robotics into this mix means resiliency only grows. Robotic systems collect precise inventory data, which AI analyses to detect discrepancies, forecast trends, and optimise stock levels. By reducing time to insight to speed up decision making, reduces manual effort, minimises errors and improves productivity. Ultimately, supply chain technology isn’t just about streamlining operations – it’s fundamentally transforming how businesses connect products with people in our increasingly complex global supply chain.”

National Supply Chain Day is celebrated on April 29th every year to mark the binding importance of global logistics in the everyday lives of people. The goal is to bring stakeholders together to share recent developments in the field. Introduced in 2020 by a Georgia-based packaging outlet, it aims to raise awareness about the way logistics affects all of us, and how we can be better partners and benefactors of the global system.

In the last 30 years, the supply chain has evolved from being an amalgam of various sub-specialties to a distinctive and globally valued industry. Today, students can study in supply chain management and build a career in the field. The scattered links of the industry are finally coming together under an umbrella, intending to develop devoted talent from the start. The emergence of machine learning and artificial intelligence has also brought forward a tremendous change in the way operations unfold in the industry.

This day emphasizes the dependence on this industry. The central tagline of the observation is ‘Every link in the supply chain matters,’ which conveys the importance of multiple channels and workers at all levels of logistics who keep the goods moving. The word ‘link’ also signifies the underlying importance of our interconnected and interlinked world. A missing link can hamper the entire operation and jeopardize businesses across the world, which later impacts all of us.

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Employees in logistics are among the top users of artificial intelligence, with almost all saying it has had a positive impact on their workplace. New research found that 62% of people who work in the industry, and who regularly handle information as part of their job, use AI today, and 97% of those say it’s been beneficial.

The Access Group surveyed employees in 12 industries and professions – and found that half of all employees use AI. While the logistics sector was behind the tech industry, where adoption is 74%, it was well ahead of not-for-profit, and health and social care sectors where it is 29% and 30% respectively. Employees in logistics cite reduced workloads and higher productivity as the top benefits of AI.

Top five benefits of AI in Supply Chain

• Reduces workload (62%)
• Gives employees time to focus on what matters most (37%)
• Employees are more productive (31%)
• Better team communication (30%)
• Better customer service (29%)

Generative AI tool, ChatGPT is the most popular application – used by 53% of respondents and 64% say it has reduced their stress levels. However, there were some concerns too, with 51% pointing to job replacement, and 46% to data security.

Jarrod Adam

Jarrod Adam (pictured), Head of Product for inventory software platform Unleashed said: “Small and medium-sized logistics firms have made great strides in moving towards digital technologies in recent years – but the adoption of AI is set to transform the industry, enabling firms to be more innovative, competitive and profitable. Many routine and repetitive tasks are now being automated using ERP and warehouse management software. AI is the next natural step for these firms, allowing them to save valuable resources in an industry that has been plagued by skills shortages and rising costs for years. AI can vastly improve operational efficiency by intelligently prioritising tasks for users and providing insights that result in better decisions. By removing a lot of the drudge work, firms also create modern working environments that are more attractive to current and existing employees.”

Marko Perisic, Chief Product and Engineering Officer at The Access Group, said that the adoption of AI in logistics was positive – but added that employees must be given the right tools and training. “AI has taken off in a way that few people could have imagined – but left unchecked it can lead to some employees using it irresponsibly. Logistics firms need a vendor who offers the highest data protection standards. Our new AI experience, Access Evo, encourages employees to innovate, while giving them peace of mind that all information is stored in a secure and private environment and not used in other open source AI systems. Approved AI tools like these, underpinned by clear and regularly-updated policies and training, can help everyone to deliver a better standard of service, and get ahead in their careers without compromising company data.”

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Clustag RFID Solutions has opened a new Experience Centre for its customers in Miami as part of its expansion plan in the United States. This hub, with over 3000 square feet of space, allows customers to test RAIN and other RFID solutions in real-time, optimizing their item-level tracking and logistics processes. In this way, the company strengthens its presence in the American market, where it already provides advanced RFID solutions and specialized advice to its customers in 11 states.

The company, which is extensively involved in the retail sector, particularly in fashion, collaborates with over 15 major luxury brands, sports goods, and underwear companies in the U.S. to enhance their intralogistics processes using RAIN and other RFID solutions. “The opening of the Miami office is an important step in getting closer to our customers and improving direct service in the region,” states Luis Rius, CEO of Clustag. The office is just 20 minutes from the airport, making it easily accessible for clients.

Since launching operations in the U.S. market in 2021, Clustag has significantly expanded its operations to states such as Washington, California, Texas, Tennessee, Georgia, Florida, North Carolina, Pennsylvania, Rhode Island, Ohio, Kentucky, and Indiana. The new Miami office serves as the group’s operational hub in the U.S. it will house Clustag’s administrative and commercial teams, ensuring closer and more efficient service while strengthening relationships with retailers. Currently, Clustag has 14 ongoing projects in North America, with several still in the design phase.
“We want to help our customers face current and future logistics challenges, improving their efficiency and reduce lead times for wholesale, retail and e-commerce customers, offering a more agile and reliable service”, added Rius.

Live RFID Testing for Maximum Performance

This new Customer Experience Centre location will feature a space that allows for live product reading and coding tests for customers’ actual products, as well as testing RAIN and other RFID solutions under maximum demand conditions, simulating high-performance situations in distribution centres. “No matter which Clustag solution is used, these real-world tests ensure optimal and reliable performance,” explains Jorge Robledillo, General Manager of Clustag for North America. To guarantee top-tier performance of RAIN RFID technology across our RFID read points, we conduct rigorous assessments such as box processing speed measurement, accuracy and consistency checks in tag reading, and cross-reading error detection. In this Experience Centre allow us to simulate real-world conditions in controlled environments, ensuring RFID Solutions maximum reliability, and adaptability to each client’s unique operational needs,” Robledillo added.

The facility will also allow for in-depth testing of Clustag’s RFID software, “ZENTUP ensures flexible and scalable integration with any warehouse management system,” says Robledillo. “Seeing this comprehensive solution in action allows us to anticipate and resolve customer concerns before they even arise,” adds the Clustag North America Director.

Miami’s strategic location, its proximity to key events and numerous international companies have made it a crucial hub for Clustag’s growth. “The city stands out not only for its strong logistics connections but also for its diversity, which will enrich our team,” Rius adds. “We are committed to innovation and always open to adding new talent to continue delivering exceptional service.”
With this expansion, Clustag reinforces its commitment to the U.S. market, offering RAIN RFID solutions that optimize intralogistics processes and improve operational efficiency for its customers.

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Circet, a European provider of telecommunications infrastructure services, has improved safety, reduced emissions and cut operational costs by adopting a fully integrated telematics solution from Geotab Inc. and Lytx. In just three months, Circet and Geotab partnered to connect 3,000 vehicles across Circet’s mixed fleet in the UK and Ireland, representing the biggest deployment of its kind in such a short installation window.

Circet’s fleet, which includes diesel and electric light and heavy commercial vehicles, required a solution capable of handling wide variability in makes, models and drivetrains. The combination of Geotab’s global telematics data platform integrated deeply with the Lytx Surfsight™ video safety platform has given the Circet operations team full visibility into its entire fleet, delivering immediate impact.

Within the first three months of this year, Circet recorded a 16% improvement in its company-wide driver safety score. Key safety metrics such as harsh braking, acceleration and cornering all improved, contributing to an average driver score 42% better than industry benchmarks. These improvements are largely due to the use of Geotab’s Driver Safety Scorecard and near real-time driver feedback from the Lytx Surfsight dash cams, which alert drivers to risky behaviours and send incidents to the operations team for review.

Fuel efficiency has also improved. Circet’s diesel vehicles are now operating at an average efficiency of 10 litres per 100 kilometres, 10% better than peer group leaders. Circet’s transition to electric vehicles is delivering further savings. Over the first three months of 2025, electric vehicles (EVs) accounted for 3% of total fleet trips, covering more than 263,000 miles (424,000 kilometres). According to Geotab’s Electric Vehicle Suitability Assessment (EVSA), Circet stands to save approximately £385,000 annually by expanding its electric fleet and swapping ICE vehicles for EV where appropriate.

Based on results across all vehicle types so far this year, the Geotab and Lytx Surfsight solution could deliver over £2.3 million in fuel savings each year. Ray Verschoyle, Head of Transport Compliance at Circet said: “The combined Geotab and Lytx Surfsight solution has transformed how we manage our fleet. We now have the data we need to improve safety, cut fuel use, lower maintenance costs and operate more sustainably. Their focus on innovation and ability to integrate with our systems made them the perfect partners for our needs.”

Aaron Jarvis, Associate Vice President, EMEA at Geotab, added; “Circet chose Geotab because we offer more than just an off-the-shelf solution. Our continuous investment in product development, combined with strong local service and support, gave them confidence in our long-term value. Our partnership with Lytx allows us to deliver fully integrated safety solutions, and our open platform meant we could align closely with Circet’s internal systems and processes. It’s another example of how Geotab’s ecosystem can support a customer’s needs today while future-proofing business operations.”

Deep integration to meet sustainability goals

The Circet deployment includes Geotab telematics devices and Lytx Surfsight dash cameras with road-facing lenses, and the option of driver-facing ones, too. This hardware is backed by software integration with the Geotab platform, allowing Circet to unify vehicle tracking, video footage and safety data in one system. The rollout was supported directly by Geotab’s local project team, who provided in-person training and implementation support to ensure a smooth transition.

Geotab’s data also supports Circet’s sustainability goals. The company is using Geotab’s certified Scope 1 emissions calculation tools to track fuel consumption and emissions reductions across both diesel and electric vehicles. This structured, data-driven approach is essential as Circet prepares for stricter ESG reporting requirements under EU legislation. With EV driving requiring different skills from traditional combustion vehicles, Circet has used Geotab data to inform driver training, aiming to extend EV range and reduce charging demand. This in turn helps lower Scope 2 emissions and manage charging infrastructure more efficiently.

With these results in safety, efficiency, and emissions reduction, Circet is already seeing a return on its investment. The integrated Geotab and Lytx Surfsight solution is not only improving current operations but also positioning the company for long-term compliance, cost control and growth as it shifts to a low-emissions fleet. The Circet team is now looking to utilise its vehicle data across various business systems and processes with additional integrations into their business reporting tools, internal databases and future plans to feed other key business systems.

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United Pallet Network (UPN) has announced the launch of SmartTRAK, its bespoke new cutting-edge pallet freight tracking tool which enables users to follow their delivery second by second in real time.

SmartTRAK integrates advanced live tracking, dynamic planning tools, and real-time performance monitoring to ensure that all UPN shipments are managed with absolute precision at every stage of their journey.

UPN Clients can now follow their pallet freight delivery second by second via an interactive map which gives clear real time visualisation delivery status and drop number. They will benefit from complete control every step of the way by knowing precisely when each shipment will arrive, reducing guesswork and enabling seamless coordination. “The introduction of SmartTRAK confirms UPN’s ongoing commitment to service excellence and evolution of industry standards”, said UPN Managing Director, David Brown.

At the core of SmartTRAK is an advanced, bespoke algorithm that generates automatic 2-hour ETA windows during planning. These ETAs are continuously refined in real-time using vehicle location updates, current traffic conditions, time required for each delivery, and scheduled driver breaks. “With the launch of SmartTRAK, UPN Service users enjoy complete control over their logistics, with accurate, real-time insights at their fingertips,” commented Joel Miller, UPN’s Director of Information Technology.

UPN leverages state-of-the-art technology to provide significant advantages to clients. By using the latest technology, the SmartTRAK system:

• Continuously updates delivery ETAs based on real-time driver progress and location
• Highlights potential issues such as early or late arrivals with intuitive colour-coded alerts
• Displays live tracking on an interactive map, ensuring complete visibility of every shipment

SmartTRAK is an innovative palletised freight tracking system, providing benefits that empower businesses with unparalleled control over their logistics operations. By homing in on the company’s distinct point of difference within the sector in terms of its bespoke IT support systems and infrastructure, and its quality driven focus on service excellence, UPN has established a unique position in the Pallet Network Sector with its ‘Unique IQ’ initiative.

From April 2024, United Pallet Network went Carbon Neutral. All palletised freight deliveries handled by its members across its UK wide partner network are now undertaken on a Carbon Neutral basis. In a first for the Sector Carbon Neutral Britain provide UPN with full Carbon Neutral Certification for every Member, certifying all UPN deliveries as Carbon Neutral. Established in 2001, UPN has grown strongly and steadily into a high quality palletised freight distribution network. Focussed on growth through member success UPN currently have over 100 members covering the whole of the UK, and European partners providing coverage throughout 26 countries.

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The BMW Group is driving the future of emission-free heavy-duty transport – with pilot operations of the first hydrogen trucks now underway at Plant Leipzig as part of the H2Haul project. Demonstrating its openness to different technologies once again – including in logistics – the BMW Group’s involvement is one component of its more comprehensive hydrogen strategy connecting transport, production and products.

Emission-free Heavy-Duty Transport

The BMW Group is taking the next step towards sustainable transport logistics: two local emission-free fuel-cell trucks are now entering pilot operations. Part of the European H2Haul project supporting hydrogen-powered freight transport, the trucks will travel between Leipzig, Landsberg and Nuremberg to see how their drive technology performs in everyday operations. In addition, state-of-the-art hydrogen filling stations are currently under construction at Leipzig and Hormersdorf (northeast of Nuremberg) to offer the fast refuelling necessary for truck operations to succeed. The project is being realised by the BMW Group in conjunction with Iveco, DHL and TEAL mobility.

“The right choice of transport is important in global logistics, as elsewhere, to keep us future-focused and efficient in our work. So, transport logistics is another area reflecting the BMW Group’s open-minded approach to technologies. For the first time, hydrogen-powered trucks will support series production in German car manufacturing. We have been working on the project for a number of years now and are rolling out this pilot fleet in collaboration with our partners. It’s an important milestone as it will give us experience of how these trucks work in series operations and help us continue enhancing this crucial technology,” says Michael Nikolaides, head of Production Network and Logistics at the BMW Group.

The H2Haul project looks at how hydrogen fuel cell-powered trucks perform in real-world driving and what they can contribute to fossil fuel-free heavy-duty transport. All in all, 16 vehicles are involved, subsidised by the Clean Hydrogen Partnership and operating across Europe. Of those, two are IVECO S-eWay Fuel Cell trucks on the road for the BMW Group. Findings from the pilot project are expected to help enhance the technology and get it market-ready. A valuable addition to the battery-electric trucks already on the road, the hydrogen vehicles are quick to refuel and offer significant range. They are also flexible to use as they are independent of the charging infrastructure or grid development.

The BMW Group’s participation in the H2Haul project is a key cornerstone in its Reduced Logistics Emissions Strategy. This aims to achieve emission-free transport logistics, with a dedicated cross-departmental team developing measures to reduce CO₂ from the BMW Group’s road, rail and shipping transport worldwide. Drive technologies receiving a positive rating are advanced into pilot projects and new plant concepts, whose emissions data is then systematically recoded to enable accurate CO₂ reporting.

Fuel cell technology is not all the BMW Group is testing: it is also involved in the HyCET (Hydrogen Combustion Engine Trucks) project. In the future, this will see two 40-tonne and one 18-tonne truck powered by hydrogen combustion engines join its logistics fleet. Funded by the German Federal Ministry for Digital and Transport (BMDV), the HyCET project is being implemented by the BMW Group in conjunction with DHL, Volvo Trucks, Deutz, KEYOU and TotalEnergies.

By testing H₂ fuel cells and combustion engines simultaneously, the BMW Group is remaining true to its open-minded approach to technologies – including in logistics. While fuel cells work more efficiently, combustion engines are cheaper to produce as they essentially work on the same tried-and-tested principle as a diesel. The EU ordinance classes both hydrogen technologies as zero-emissions, and out on the road they are both being trialled on the same routes and refuelling at the same filling stations. The aim is to determine the best use case for each technology in BMW Group logistics.

Heavy-duty transport is not the only area where the BMW Group uses hydrogen: it also uses it within its own plants. Plant Leipzig is considered a pioneer in this regard, being home to the first indoor hydrogen filling station in Germany since way back in 2013. Today it operates five such facilities as well as one of the largest fleets of fuel cell-powered forklifts and tug trains in Europe. The latest filling station even offers fully automated refuelling – another first.

Innovative solutions are a defining feature in production too, where the BMW Group is the first carmaker in the world to roll out a brand-new type of burner, now on stream in Plant Leipzig. The new bivalent system can be powered by gas as well as hydrogen, and there are currently five such burners operating in contrast roof painting for the MINI Countryman. Further burners are currently being converted for hydrogen, with the longer-term aim of doing away with gas power completely and reducing CO2 emissions further. “Our vision at Plant Leipzig is to largely decarbonise production. We can achieve that, in part, by replacing fossil fuels with hydrogen,” explains Petra Peterhänsel, Plant Director at BMW Group Plant Leipzig, taking a longer view of the plant’s overall direction for the future.

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Jameel Motors UK has appointed DHL to handle finished vehicle and aftermarket logistics for the all-newborn-electric Farizon SV large van in the UK. Established in 2016, Farizon is the commercial vehicle division of Geely, China’s largest private vehicle manufacturer. The Farizon SV is being introduced to the UK by Jameel Motors UK, a London-based automotive distribution business and part of Jameel Motors. The SV will be officially launched at the Commercial Vehicle Show at the NEC, Birmingham from 29 April – 1 May.

The Farizon SV sets a new benchmark in the electric van market. It features a host of advanced innovations, including drive-by-wire technology, a unique b-pillarless design, and cell-to-pack battery packaging, which combine to deliver market-leading cargo capacity, payload, range and an ultra-low loading height.

DHL will provide an end-to-end solution by combining the expertise and capabilities of its Supply Chain and Forwarding divisions. DHL Global Forwarding will manage the customs clearance and management of the vehicles and parts on entry into the UK. All Farizon vehicles coming into Felixstowe will then be collected by DHL Supply Chain, taken to its container facility in Stanton for checks, then transported to its finished vehicle site in Peterborough.

DHL Supply Chain will be responsible for the Farizon press and demo fleet, preparing vehicles based on custom specifications and managing delivery. For dealership and customer orders, DHL will manage pre-delivery inspections, software updates, and white glove delivery service, applying the same expertise, speed and professionalism to the commercial vehicles market that it offers across passenger vehicle contracts.

Aftermarket support will operate out of DHL’s facility in Stanton and will serve a growing Farizon dealer network, as well as direct customers across the country. DHL’s automotive logistics expertise is increasingly benefiting manufacturers and distributors aiming to enter the UK for the first time and grow market share, through rapid vehicle accreditation and strong aftermarket support.

Kate McLaren, Head of Marketing and Sales Operations at Jameel Motors UK, said: “As a new brand to the UK and with a new benchmark for the electric van market, we recognise the imperative of leveraging the expertise and experience of the very best partners. Having DHL’s expertise, extensive network and facilities as well as its commitment to quality is crucial to the success of our launch and long-term operations.”

Paul Stone, MD Manufacturing Logistics, DHL Supply Chain, added: “Setting up an entirely new operation is a significant undertaking. By giving Farizon a ready-made network and access to the highest level of automotive logistics expertise, we’re enabling seamless market entry. It’s an exciting time for the automotive industry with more choice and innovation than we’ve seen in decades. We’re proud to be a key part of such a dynamic industry and support our customers’ ambitious growth plans.”

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New data reveals multi-channel shoppers spend 15% more per order when unified commerce is offered by retailers. Retailers are engaged in an ongoing battle to innovate and adapt to evolving customer demands in an uncertain economy. New data from Manhattan Associates reveals that retailers relying on siloed, outdated systems are struggling, while leaders in unified commerce are gaining a competitive edge by delivering better customer experiences and more efficient operational outcomes. The report shows that blurring the lines between the physical and digital shopping experiences to create a seamless brand journey is becoming more important. Physical stores can no longer rely solely on transactions; they must adapt to serve as fulfilment hubs, service centres, and brand anchors.

Key to growth

“Retailers who’ve embraced unified commerce are seeing impressive results, including a 23% higher inventory turnover and a 22% reduction in customer acquisition costs,” says Craig Summers (pictured), MD UK/VP Northern Europe & MEA, Manhattan Associates. “In today’s competitive market, that’s a significant advantage.”

With 77% of retailers acknowledging that customer acquisition costs have increased substantially, unified commerce offers a solution by driving efficiency and attracting customers through personalised experiences powered by real-time data. This is key, as customers who engage across multiple channels generate 1.5X higher lifetime value, highlighting the potential of unified commerce.

Bridging the channel gap

While a massive 73% of retailers recognise that seamless cross-channel cart and wish list functionality is essential, only 32% can actually deliver it. Summers adds, “This isn’t just about convenience; it’s about meeting customer expectations. Retailers need to invest in platforms that allow customers to start a purchase on their phone, continue it on their laptop, and pick it up in-store seamlessly.”

The connected customer journey is still reliant upon human relationships, however. Using technology enables retailers to extend the reach and impact of their in-store teams, enhancing rather than replacing human expertise. In-store staff remain a crucial part of connecting the physical and online customer experience.

Craig Summers

Furthermore, 69% of retailers recognise that real-time clienteling is key. Summers notes, “Retailers need to equip their staff with devices that connect them to customer data and preferences in real-time, enabling them to provide tailored recommendations, and build lasting relationships that shape their digital experiences too.”

Boosting efficiency and slashing costs

Traditional stores are being crushed under the weight of rising expenses, with labour costs having risen for 63% of retailers. Unified commerce offers a solution by automating inventory, routing orders intelligently, and deploying self-service kiosks, thereby empowering retailers to streamline operations and reduce costs.

Summers explains that; “designing operations to anticipate changes and adapt to customer needs is essential to ensure retailers build resilience into their value chain, while giving time back to sales associates who can focus on higher-value customer interactions, and more strategic decision-making.”

This frictionless efficiency extends to the shopper experience too. Seamless checkout is now a basic requirement, with 57% of retailers recognising its importance. This also necessitates payment experiences that automatically adjust to customer preferences offering options like mobile wallets and buy-now-pay-later. 76% of retailers acknowledge that flexible, mixed payment methods are critical for lowering cart abandonment.

Unified commerce is now a strategic imperative

Summers concludes: “The UK retail sector is at a turning point. By embracing unified commerce, retailers can navigate current challenges and market uncertainty to unlock new opportunities for growth, efficiency, and customer loyalty. Investing in unified commerce is no longer optional; it’s a strategic imperative for long-term success.”

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