Problem
The case makes the claim that consumer's preference is toward an "omni-channel" experience, and this is what was driving both Wal-Mart and Amazon into the same competitive space.
To what extent do you prefer the "omni-channel" experience? Give two recent examples of where this strategy had influenced your purchase behavior. Do you view Amazon and Walmart competing for your discretionary dollar of spend?
Can you recall when you were struck by a company's ingenious or innovation delivery and consumer relationship strategy? Was this an example of Omni-Channel? How was the supply chain designed to support this strategy?
During the last 18 months, how did your purchasing decisions, shopping patterns and habits, and desire for product/service information and data, get impacted by the pandemic and the various social mandates that accompanied it? Do you believe that the "omni-channel" of Amazon, Walmart, and other retailers, helped them during the pandemic? What could they have done differently?
If you were to pick a "user experience" that frustrates you, or one that could be improved, what would it be (you can be specific with the company) and what supply chain considerations would there be?