𝗜𝘀 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝘁𝗵𝗲 𝗨𝗹𝘁𝗶𝗺𝗮𝘁𝗲 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗶𝗮𝘁𝗼𝗿 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲?

🚚✨ 𝗜𝘀 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝘁𝗵𝗲 𝗨𝗹𝘁𝗶𝗺𝗮𝘁𝗲 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗶𝗮𝘁𝗼𝗿 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲?
I had the privilege of delivering my keynote at the 𝘍𝘶𝘵𝘶𝘳𝘦 𝘰𝘧 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘌𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦 𝘚𝘩𝘰𝘸 in Kuala Lumpur last week. And wow — what a conversation this sparked.

Because let’s be honest:

➡️ Customers don’t separate 𝘺𝘰𝘶𝘳 𝘱𝘳𝘰𝘥𝘶𝘤𝘵 𝘧𝘳𝘰𝘮 𝘺𝘰𝘶𝘳 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘺.
➡️ A late, unfriendly, or unsustainable delivery can erase all the hard work your brand has done.
➡️ Delivery is now the 𝗱𝗲𝗳𝗶𝗻𝗶𝗻𝗴 𝗺𝗼𝗺𝗲𝗻𝘁 𝗼𝗳 𝘁𝗿𝘂𝘀𝘁 between business and consumer.

🔥 Some highlights from my keynote:

• 70% of how customers rate satisfaction is tied to delivery experience (speed, reliability, driver care, packaging, cost).
• SEA consumers are switching platforms based on 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝘁𝗶𝗺𝗲 & 𝗿𝗲𝗹𝗶𝗮𝗯𝗶𝗹𝗶𝘁𝘆 — not just price.
• 𝗧𝗵𝗲 𝗵𝘂𝗺𝗮𝗻 𝗳𝗮𝗰𝘁𝗼𝗿 𝗺𝗮𝘁𝘁𝗲𝗿𝘀: Can we really build great CX if our riders are stuck in a gig economy trap, without fair wages?
• 𝗘𝗦𝗚 𝗶𝗻 𝗮𝗰𝘁𝗶𝗼𝗻: From EV fleets to parcel lockers — companies like Blitz Electric Mobility and others are proving sustainability is possible in SEA logistics.
• The 𝘵𝘳𝘪𝘢𝘯𝘨𝘭𝘦 𝘰𝘧 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘺: Speed ⚡ Cost 💸 Fairness 🤝 — the future is about balance, not extremes.

💡 My takeaway? Delivery is no longer “last mile logistics.” It’s customer experience, ESG, and social change all rolled into one.

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👉 If you’re asking yourself:

• How can I reduce delivery costs without killing customer trust?
• What’s the right balance between speed, sustainability, and fairness?
• How can electrification of fleets change my customer promise?
• How do I define a CX strategy that makes delivery a differentiator, not a pain point?

📩 Let’s talk. I’m helping brands and logistics providers across SEA reshape their CX, rethink delivery economics, and move beyond outdated gig models.

🚀 Drop me a DM, comment below, or reach out via www.ddc-asia.com — let’s design your future customer experience together.