Every team can hit 100% of its own metrics and still deliver a broken customer experience. That's the core argument Paula Natoli, Director of Global Strategic Industries at Google Cloud, makes in this episode of Deliver: The Last-Mile Performance Podcast.

Paula joins Guy Bloch and Raquel Zanoni to discuss why siloed KPIs fail to capture what actually matters at the doorstep, where data breaks down across the order lifecycle, and how AI can shift retailers from reactive problem-solving to proactive exception management.

This episode explains why operations look clean on paper but customers are still walking away,.

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Every logistics and retail executive is hearing the same thing: AI is going to transform the last mile. The harder question is where it actually moves the needle, and how to build an operation that captures that value.

Benjamin Gordon, Managing Partner at Cambridge Capital, has spent 27 years investing in and advising the logistics technology sector. In this episode, he breaks down where serious AI investment is flowing, what separates successful implementations from failed ones, and what retailers and logistics providers should do right now to close the gap between AI interest and AI impact.

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Chris Rupp has led customer experience and fulfillment at Amazon, Victoria's Secret, Albertsons, and Microsoft. She launched the first Prime Day and expanded Amazon's global fulfillment from 4 to 9 countries.

In this episode, Chris sits down with Guy Bloch and Raquel Zanoni to discuss where CX strategy and last-mile execution fall out of sync, why promise reliability matters more than speed, and what AI readiness actually looks like.

— Get additional last-mile insight on the Bringg resource page

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