Trends Report

Leverage Order Management Systems To Conquer US Consumers’ Elevated Fulfillment Expectations

December 5th, 2022
With contributors:
Fiona Swerdlow , Connor Weathers , Rachel Birrell


In a world where Amazon makes free, fast shipping the norm, customers have high expectations of retailers and brands when it comes to the delivery experience. But to meet those expectations and keep up with the competition, retailers and brands often find themselves overpromising on delivery and then disappointing their customers. By leveraging order management systems (OMSes), retailers can accurately set and meet their customers’ expectations for delivery and fulfillment. This report reviews US customers’ current adoption of and expectations for retail delivery and fulfillment experiences and how OMSes can help retailers meet their customers’ expectations.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.