You can watch the full video with Gary Rosier-Taylor below. Get your ticket for our Last Mile & E-Com Event now. Meet like-minded logistics professionals, exchange ideas and solve problems. Tickets can be purchased here.
How have all the recent crises affected and transformed the last mile and urban deliveries sector?
The biggest change has been consumers’ expectations whether it is on the B2B or B2C side of things. We have moved away from a very rigid way of working and now many people have this uber-flexibility. That presents many challenges for the delivery and logistics sector. But at the same time people still want to know what is happening, when and who is going to deliver their order.
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These have been driven by some of the big e-commerce platforms, food delivery companies, ride sharing and even taxi companies.
Consumers were more flexible during the pandemic but are they still prepared to wait for a delivery?
Consumers have become a lot more focused on speed, but quality and service is still a major differentiator. Things have become a little bit more rigid for the delivery and logistics provider and they have to tread a fine line because it has become harder to meet those expectations.
At the same time, the technology that is driving this is very difficult to change and manipulate.
Which one should come first: speed, quality or service?
You have to have a fine balance between all three. With organisations that focus purely on speed the quality seriously deteriorates. Your chosen 3PL is representing you and that is the final point the customer will engage with your brand and service. Who you chose is absolutely critical.
The B2C retail space is also looking at ESG. Consumers are looking at what a particular organisation is doing to deliver the product quickly and in an effective fashion, and meet expectations in terms of a delivery window, but what they are also doing from an ESG standpoint. I think over time it will become more prominent and prevalent for consumers to be looking at it.
You are part of our Last Mile & E-Com Networking Event on the 28th November in Central London. What can people expect from your talk?
It is always great to have open discussions with different organisations and understand what everybody is doing. What I would like people to take away from this conversation is that there is a plethora of technologies out there that can be utilised to assist in all the things we have already spoken about.
Sometimes it is going to be taking an entire suite of products to make sure that you meet those requirements. And sometimes it is about plugging in one particular piece of technology that can really save an underperforming part of your business.
Not all organisations are the same. For example one of them has a cut off at 3pm for the next day. The other is at 8pm. Those are two very different scenarios because you need to communicate at two different times.
You can watch the full video with Gary Rosier-Taylor below. Get your ticket for our Last Mile & E-Com Event now. Meet like-minded logistics professionals, exchange ideas and solve problems. Tickets can be purchased here.
