Mastering the Last Mile: How to Build a Tech Ecosystem That Creates Great Customer Experiences


Shoppers are turning to ecommerce more than ever and retailers need to strengthen their last mile operations to keep up with growing demand, especially with another online holiday season just around the corner. Getting the last mile right will be key to capitalizing on consumers’ newfound fulfillment behaviors while minimizing out of stocks, delays and other frustrations.

This Tech Guide will look at some of the key elements that drive last mile success, including:

  • Meet new expectations: Elevated ecommerce levels combined with a tight labor market can make it difficult to adhere to delivery windows, so retailers must develop accurate, transparent operations that can manage spikes in demand;
  • Optimize the ecosystem: Maintaining fast, efficient deliveries means finding the right balance between suppliers, warehouses, third-party partners and internal capabilities;
  • Build delivery density: Retailers have more granular insight into demand than ever before, creating the opportunity to dig into neighborhood-level data, shrink delivery windows and create more efficient routes; and
  • Use AI and ML to their full potential: Artificial intelligence (AI) and machine learning (ML) are essential to bringing the entire last mile operation together and ensuring it runs smoothly.

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