Evolving customer expectations, higher operational costs, and fragmented technology have turned last-mile delivery into a defining moment for retailers' performance and brand experience.

However, many leaders are in the dark about not only where their gaps are, but how delivery impacts customer conversion and loyalty. Deliver: The Last-Mile Performance, hosted by Bringg CEO Guy Bloch and Sales Engineering Lead Raquel Zanoni, sheds light on these complex subjects through thoughtful discussions with executives across numerous areas of the last mile. 

In the season opener of Deliver: The Last-Mile Performance, Guy and Raquel introduce the show and touch on:

  • What does “last-mile performance” mean?
  • Why do a podcast about the last-mile and why now?
  • What to expect from the series
  • A quick preview of the first episode

This episode sets the foundation for a season full of insightful conversations with seasoned executives on what last-mile success looks like. 

Watch the full interview here and subscribe on Apple Podcasts, Youtube, or Spotify for future episodes. The full transcript is also available below.  

Where to listen and subscribe

Guy: Hello everyone,  I’m Guy Bloch, CEO at Bringg, and welcome to the first episode of Deliver: the Last-Mile Performance Podcast. Before kicking off the season, we wanted to take the chance to introduce what this podcast is all about, and why we built it.

Raquel: And I’m Raquel Zanoni. I lead Sales Engineering at Bringg. We’re excited to kick this off! In every episode, we chat with industry experts about the last-mile—what’s changing, what’s challenging, and what industry leaders do to drive last-mile performance. 

What does “last-mile performance” mean?

Raquel: Let’s first level-set on what the “last mile” really means.

The last mile is no longer just about getting a product to a customer's door. It's now about the entire customer journey—from when a shopper sees their delivery options online, to that order arriving in the right place, at the right time. And for many retailers today, it’s become a core part of their brand.

Guy: Exactly, Raquel! The last mile is not just about operations anymore. It’s a strategic driver. It’s about how operations and technology shape the delivery experience to increase customer satisfaction and loyalty.  

So, when we talk about “last-mile performance”, we talk about reliable and cost-effective delivery at scale…and then how businesses use key performance indicators to strengthen both efficiency and loyalty. 

Raquel: A lot of companies can’t measure last-mile performance clearly. They’re still relying on fragmented systems, manual processes, outdated metrics, or just gut feeling. We see this all the time, and that’s one of the reasons this conversation matters. 

Truly understanding last-mile performance is hard. You can’t improve what you can’t measure. Our guests will share best practices, key metrics, and how to take practical action. 

Why a podcast—and why now?

Guy: So why do a podcast? Why now? Well, we talk to retail and logistics leaders every day. 

These are the people responsible for operations, customer experience, and revenue, and they all say the same thing: last mile is the new battleground. Between global disruptions, rising costs, and ever evolving consumer expectations—there's more pressure than ever before. 

Raquel: On top of all that, it's hard to know:

  • Are we performing well?
  • Are we improving?
  • What about the competition? 

Instead of talking about the last mile in abstract terms, these conversations feature real operators and subject-matter experts sharing what they’re doing on the ground:

  • What’s working? What isn’t?
  • How do they measure success?
  • And how do they navigate change? 

What to expect from the series

Guy: Each episode will focus on different aspects of the last mile and features industry experts. 

We cover themes like:

  • How consumer expectations impact last-mile logistics
  • How AI is reshaping the last mile, and
  • How last-mile has moved over the years 

Our goal is to surface real stories from the field. We want to hear about the experiments, the setbacks, the wins, and the hard lessons learned from the people driving change in their organizations.

You’ll hear honest, practical conversations with leaders across retail, logistics, technology, and consulting.

Preview of the first episode

Raquel: Our first guest is Ali Kamil. He is an Expert Associate Partner at McKinsey. Ali helps businesses modernize last-mile operations through technology adoption and process redesign.

Guy: Yes, Ali is super knowledgeable in this space.  He brings both the macro lens of how the industry is shifting and the micro lens of what leaders are actually doing to drive last-mile performance. It’s the first of many great conversations to come.

So thank you for joining us. If you’re a retail or logistics expert navigating the last-mile, we hope these conversations become a resource you come back to again and again.

Raquel: Yes, thank you. Make sure to subscribe so you don’t miss any new episodes. We're glad you’re here, and we’re excited to share what’s ahead.