Redefining Last Mile For Tomorrow

Opening Keynote

Future of logistics and technology. Upcoming trends in last mile

Key Takeaways

• From social inflation to rising costs, navigating macro challenges is imperative for logistics success.
• 64% of leaders identify cost as the top challenge, making it crucial to address visibility, system flexibility, and labor costs.
• The focus has shifted from cost satisfaction to cost and promise of speed.
• Leaders are consolidating tech systems, transitioning to hybrid fleet models, and outsourcing to optimize cost efficiencies.

Welcome Speech By

Chief guest - Ajai Chowdhry

Key Takeaways

• Ajai Chowdhry, Co-founder of HCL, gave an overview of the logistics sector and India's capabilities in delivering top-notch SaaS products and services.
• He also spoke about the extensive use of AI and its transformative impact across industries.
• Critical role of logistics in underpinning industries of all sizes and the importance of sustainability.
• Ajai emphasized that events like Last Mile Leaders act as catalysts for change, bringing industry leaders together to shape the future of logistics.

Panel Discussion

Building profitable last mile

Key Takeaways:

• Customer experience is the center of every decision, with different priorities for B2B (speediness, accuracy, compliance) and B2C (communication at every stage).
• While the customer experience varies based on geographical regions, the importance of honesty and transparency is paramount.
• It is vital to find the right balance between costs and sustainability.

Panel Discussion

Leveraging AI in last mile

Key Takeaways

• 50% of supply chain companies are already investing in Generative AI.
• Potential of AI to hear, speak, think, and even remember, stressing the importance of strict policies for responsible implementation.
• Human decision-making is often driven by situational appropriateness due to overwhelming data, and AI solutions like predictive analytics can provide a game-changing advantage.
• Leverage machine learning from historical delivery data to identify patterns and insights to help avoid future delivery failures.

Panel Discussion

Revolutionizing the last mile for ultimate consumer experience

Key Takeaways

• Turning RTOs around, every returned order is a chance to win back a loyal customer.
• Addressing inaccurate addresses, especially in Tier 2 cities, is crucial.
• With open-box deliveries, customers want to see before they pay, but with "no return" policies that can be a mistake.
• Data is power, leveraging data can significantly improve the delivery experience.

Roundtable Session

Building outsourced last mile network to increase control of experience and cost

Key Takeaways

• Companies are striving to align customer experience and cost-saving as core business objectives, while also managing outsourcing challenges.
• Lack of control and evaluation at the last-mile, customer-facing stage can significantly impact brand perception, whether using outsourced carriers or owned fleets.
• Outsourced delivery partners often have KPIs misaligned with customer satisfaction, and lack proper training on delivering a positive customer experience.

Roundtable Session

Integrating mid and last mile to optimize order to door journey

Key Takeaways

• Integrating the middle and last mile will foster a more efficient, transparent, and customer- centric supply chain, resulting in faster deliveries, lower costs, and increased fulfillment options.
• It is crucial to maintain visibility and transparency with customers regarding order status and potential delays. It helps build trust and enhance overall experience.
• This integrated approach helps cater to evolving customer expectations with customized services.