In this episode of the CX Iconoclast, Richard Owen hosts Kevin O’Meara, a supply chain expert and head of business transformation at Shaw Industries.
After discussing Kevin’s transition from military to commercial life, the conversation moves to supply chain logistics, where Kevin underscores its evolution from a cost-cutting focus to a competitive weapon for companies. He attributes this shift to technological advancements in inventory management and transportation management post-2000, spurred by the rise of e-commerce and direct-to-consumer shipping.
Kevin emphasizes that modern businesses are exposed directly to end consumers, necessitating efficient supply chains. The conversation touches on balancing efficient balance sheets with customer delight amidst evolving product complexities due to the addition of software to many products that used to be hardware-only.
COVID-19 is highlighted as a game-changer for globalized supply chains, introducing unprecedented disruptions and propelling scenario planning into prominence. Companies are now tasked with balancing risk mitigation costs against agility – the ability to swiftly adapt to unforeseen challenges.
Richard probes into manufacturers’ slow adaptation to direct consumer engagement, historically buffered by channels. Kevin agrees but notes an ongoing change where consumers are increasingly discerning about product origins and manufacturers’ roles.
Kevin suggests that manufacturers must adapt at the same pace or faster than consumer expectations. He believes personalization will be a key focus for all manufacturers and supply chains, structuring their capabilities to provide new experiences for each individual.
The conversation shifts to business transformation at Shaw Industries. Kevin describes his role as taking a step back from daily operations to align with the company’s long-term strategic goals. He emphasizes the importance of optimizing business processes before digitizing them and eliminating outdated or unnecessary practices.
Richard and Kevin conclude their discussion focusing on customer expectations post-COVID-19. They agree that the pandemic accelerated existing trends in consumer behavior, with companies like Amazon raising expectations around efficiency and delivery speed. The challenge for manufacturers and distributors is to meet and exceed these heightened expectations while balancing efficiency with personalized service. This insightful conversation provides valuable perspectives on the future of supply chain, manufacturing, and customer expectations.
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/
Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/
Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3
Popular Podcasts
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Las Culturistas with Matt Rogers and Bowen Yang
Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.