Skip to main content Skip to footer

The new face of last-mile delivery

October 28, 2022 5-MINUTE READ


In brief

Customer-centric last mile

Retailers are now transforming delivery services from a cost-driver to a customer value differentiator.

Radical transformation underway

Not too long ago, retailers put a large part of their investment and focus on innovation in the frontend, but only up to the point of order placement.

With eCommerce volumes growing by far stronger than the capacity of post and parcel services, we expect to see more retailers trying to either build their own transportation capacities or extend their collaboration models soon.

Six pillars for a customer-tailored delivery experience

Focus areas on a sustainable last mile:
  • Sustainable and recyclable packaging
  • Eco-friendly deliveries
  • Working conditions of delivery employees
  • Agility toward regulations
Focus areas on a seamless customer journey:
  • Multiple delivery options
  • Dynamic & differentiated delivery offer
  • Return & additional value-adding services
  • Real-time delivery tracking

Expectations towards retailers


Consumers under the age of 30 express that same-day delivery is valuable for their customer journey.


Among those customers who prefer a greener delivery, at least 50% are willing to pay a premium price for a more environmentally friendly delivery option.

Sustainability is not a minimum requirement anymore—it has become a key differentiator in the last mile.

Get the job done

Focus areas to improve relationships with partners:
  • Collaboration with existing delivery providers who already provide established last mile offerings
  • Demand forecast sharing with those providers
Areas of key development and opportunities:
  • Advanced delivery management platform
  • Central control tower platform
  • Interdependent solutions that drive last-mile performance


About the Authors

Dr. Sven Kromer

Managing Director – Accenture Strategy, Retail

An expert in retail and consumer goods supply chain strategy, Sven leads the Germanic Supply Chain practice at Kurt Salmon.

Alexander Grunwald

Manager – Retail Strategy

Alexander is a Retail Strategy Manager. He works with global retail clients across sectors to define and support end-to-end strategic business transformations.

Housni El Nassabi

Senior Consultant

Housni is a Senior Consultant in Accenture’s Retail Strategy & Consulting practice with a focus on large-scale supply chain transformations.

Christian Böhler

Analyst – Management Consulting

Christian is an Analyst in Accenture’s Retail Strategy & Consulting practice with a focus on supply chain digitization projects. 


Related capabilities

Accenture logistics platform

Stay ahead of the competition with the Accenture Logistics Platform, an innovative delivery solution that enables fast, flexible last mile delivery.

Freight and logistics

We help freight and logistics companies innovate and grow amidst constant change.

Supply chain & operations

Reinvent the supply chain, unlock the network benefit.