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All human

Digital Pulse 2024

The last mile: the role of digital innovation in reshaping the delivery experience

What will you get from this report?

1Customer data about what impacts their decision to buy online
2Customer expectations regarding the delivery of their purchase/s
3Customer preferences for their returns experience
4Expert analysis and recommendations about how to use AI and other technologies to win at the doorstep
“Consumers are now in the offence position, and delivery, aka the last mile, is the new battleground. Delivery companies and retailers can differentiate themselves and beat the competition if they win at the doorstep.”John Mitchell, CEO, All human
Key findings

said being able to choose the time and date of delivery would make them more likely to make a purchase


want to see real-time updates of their package in their shipping update email


want to receive delivery updates via email



How can you win at the doorstep?

Our report highlights ample scope for change in the delivery experience. From improving the way consumers receive their packages to what happens when they want to return an item, there are opportunities for brands to optimise the delivery and build brand loyalty.

Reduce customer anxiety over refunds and decrease support calls.

Returns are a complex issue and a challenge for everyone. It’s time we rethink the process.

Enable customers to use an interactive map to track refunded items.

Lara Nagle, Senior UX Designer, All human and John Mitchell, CEO, All human

Discover more ways to improve the CX

John Mitchell and Lara Nagle present: Think outside the box - Reshape your delivery experience in 2024 through digital innovation

Be sure to check out this webinar for more recommendations and information about how to

  • use AI to personalise your customer's delivery experiences
  • use digital solutions to drive customer retention and loyalty.