As delivery becomes central to customer trust and loyalty, speed alone is no longer enough. In this session, Luke Batten challenges the industry’s reliance on headline SLAs and reactive quality metrics, arguing that reliability must be engineered upstream - not promised or reported on after failure.

Through real world operational examples, the talk explores how intelligent, preventative delivery systems detect risk early, correct issues in real time, and reduce customer anxiety before it occurs. The session outlines how retailers, platforms, and carriers can work together to build calmer, more predictable delivery experiences that lower cost to serve and strengthen brand trust.