Lisa Powell, an eCommerce expert, has joined Deliver In Person, a provider of personalised last-mile delivery services, as an Advisory Board Member. With over two decades of eCommerce experience, Powell will bring her considerable expertise to the company, having previously delivered solutions for some of Australia's top brands.
In addition to her new role with Deliver In Person, Powell is the Head of Retail Practice at digital commerce consultancy Amblique. She is also the co-founder of ShopTalk ANZ. This eCommerce industry meet-up group boasts over 2000 active members across Sydney, Melbourne, Brisbane, and Auckland, and has been operating for the past 13 years.
"I am thrilled to join the Advisory Board of Deliver In Person. As many who have attended my ShopTalk events will know, I'm passionate about how retailers can turn the last-mile delivery experience into a competitive advantage. This area of the eCommerce experience holds immense disruptive potential, which is an extremely exciting proposition," said Powell.
Deliver In Person integrates technology to offer personalised delivery solutions for online retailers. The company's goal is to surpass consumer expectations of the last-mile delivery experience and build enduring impressions of their clients’ brands. "The innovative solutions Deliver In Person has created position its offerings beyond that of any typical delivery service provider," Powell explains.
According to Powell, the company cultivates technology and relationship-driven partnerships that not merely support but become an extension of a brand's customer experience. "Its commitment to delivering beyond expectations shows a considered, customer-centric approach that aligns perfectly with my passion for driving innovation in eCommerce," Powell added.
Powell pinpointed that luxury retailers and companies prioritising the customer experience have a lot to gain from enhancing their last mile offerings to better reflect their brands. "Luxury brands are focusing on immersive and personalised shopping experiences that go beyond the transactional aspect. Each touchpoint makes an impact, and brands must consider how to create those memorable moments, from product discovery to the customer's doorstep,” she emphasised. The projected growth rate for the luxury market is 8% to 10%, indicating it to be a fertile ground for growth, particularly in Australia.
Deliver In Person seeks to add value for both luxury and non-luxury brands by combining advanced technology and a human-centric strategy. The company's proprietary AI-driven algorithms contribute to effective route optimisation and travel time reductions. They also enable real-time updates to delivery timing and location and signature requirements in response to changing recipient needs.
Deliver In Person offers optional services such as a 'Wait and Try' service. This enables drivers to wait for recipients to confirm product satisfaction before taking back unsuitable items. The company also ensures that drivers are meticulously selected, don smart uniforms, and are trained in customer-centricity, aiming to extend the brand experience to the customer's doorstep.
Charmaine Tham, COO of Deliver In Person, affirmed the need for more flexible solutions in the delivery industry. "The often-rigid legacy systems of traditional delivery services can severely limit retailers' ability to respond to modern consumer needs. We're proud to deliver beyond expectations with greater visibility, flexibility, and truly memorable last-mile experiences," Tham says.
Welcoming Lisa Powell to the advisory board, Tham adds, "Her unparalleled industry knowledge and strategic insight will strengthen our position as a tech-enabled, experience-driven delivery solutions leader. We look forward to leveraging her expertise as we continue to innovate and elevate the delivery experience for our clients."