Is delivery still being treated too much like logistics, and not enough like customer experience?

On the latest episode of The FODcast, James sits down with André Sikborn Erixon, VP of Growth at Ingrid, to explore why delivery has become one of the most important and misunderstood parts of modern commerce.

From checkout accuracy and customer preference, through to lockers, omnichannel fulfilment and agentic commerce, this is a really interesting conversation about how delivery now shapes trust, loyalty and repeat purchase.

We discuss:

• Why delivery experience starts long before the parcel arrives
• How customer expectations vary depending on context
• Why speed and price are not the only delivery variables that matter
• The role of lockers, pickup points and sustainable delivery options
• How shipping can become a revenue opportunity, not just a cost centre
• Why delivery accuracy will matter even more in an AI-led commerce journey

A strong listen for anyone thinking about customer experience, fulfilment, ecommerce strategy or the future of delivery.

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