This survey report reveals that while organizations understand the importance of last mile delivery, operational transformation still hasn’t followed. The last mile has changed, but many organizations are still treating last-mile delivery as a cost center, tracking metrics like cost per delivery, carrier rates, and route efficiency without considering the customer experience. 

It’s an approach that doesn’t reflect reality. For many customers, delivery is now the only part of the supply chain they actually experience—and it directly shapes whether they return.

Retailers and logistics leaders see the shift and are increasing investment. But many still haven’t aligned their performance metrics or AI strategies to support it. We surveyed 150 retail and logistics executives to understand how last-mile strategies are evolving and where gaps remain. Read the report to see what they’re prioritizing and learn:

• Where last-mile investment is headed
• Why performance isn’t keeping pace with investments
• Where AI is falling short