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Most home‑delivery strategies are still designed inside‑out (cost, network, capacity) rather than outside‑in (consumer expectations, friction, emotion). This session reframes home delivery as a shared consumer experience, not a shipper vs. carrier transaction.
From the Lens of the Consumer: The consumer doesn’t see a retailer, shipper, or a carrier.
They see a promise.
And every handoff is either strengthening or breaking it!
When the shipment is delivered, how the consumer feels about the entire experience is what matters (from the online or in store sales experience, the product, the delivery experience).
That feeling is mutually owned by the retailer, shipper, and carrier.
In big & bulky retail, delivery has become the most visible and emotionally charged brand moment. Between purchase and doorstep sits the Joy Gap — where customer excitement turns into uncertainty and anxiety, driving failed deliveries, rising support volume, and lost loyalty. In this session, we’ll explore why big & bulky retailers feel this gap first, how Amazon-inspired expectations have reshaped customer behavior, and why efficiency alone is no longer enough. We’ll share a new way to think about post-purchase experience — one built on connection, clear communication, and customer agency — and how unifying customer communication with last-mile operations is helping leading retailers turn delivery into a source of trust, loyalty, and long-term growth.
Move beyond the hype as we reveal why most AI initiatives in transportation logistics fail, offering a prescriptive framework and practical strategies to ensure your solutions drive tangible improvements in fleet efficiency, operating costs, and on-time delivery performance.
Curated 1:1 Meetings
Curated 1:1 Meetings
Curated 1:1 Meetings
Curated 1:1 Meetings
Curated 1:1 Meetings
Create your personal agenda –check the favourite icon
Why culture isn’t your mission statement—it’s the decisions you reward, tolerate, and repeat.
Curated 1:1 Meetings
Curated 1:1 Meetings
Curated 1:1 Meetings
Curated 1:1 Meetings
Curated 1:1 Meetings