District Marketing Director Morgan Rivers (UPS - UK, Ireland and Nordics) joins Natalie Berg live from The Delivery Conference to explore how choice, control and trust are reshaping last-mile strategy – and why 40% of cart abandonment is delivery-related.
In this episode, retail leaders will learn:
• How delivery has become a critical extension of your brand experience – not just the carrier's job • Why predictability often beats speed and how to design delivery promises customers actually believe • The optimal number of delivery options (and why too much choice kills conversion) • What the rise of lockers and out-of-home delivery really means for convenience and sustainability • How international shoppers think differently about delivery – and why "one size fits all" no longer works • Practical ways to communicate delays, failures and issues without destroying trust • How to prepare for AI, real-time tracking and new consumer expectations in the last mile This episode is brought to you from The Delivery Conference, powered by Metapack. Learn more here: https://www.thedeliveryconference.com/TDC2026 If you're a retail leader, GM or board member navigating disruption in e-commerce, fulfilment and customer experience, subscribe for weekly deep dives on the future of shopping.