Delivery isn't a back-end operation anymore – it's a frontline customer experience. In this episode of Retail Disrupted, we unpack the psychology of delivery and why retailers are now held responsible for every knock, delay and "Sorry we missed you" card.

District Marketing Director Morgan Rivers (UPS - UK, Ireland and Nordics) joins Natalie Berg live from The Delivery Conference to explore how choice, control and trust are reshaping last-mile strategy – and why 40% of cart abandonment is delivery-related.

In this episode, retail leaders will learn:

• How delivery has become a critical extension of your brand experience – not just the carrier's job
• Why predictability often beats speed and how to design delivery promises customers actually believe
• The optimal number of delivery options (and why too much choice kills conversion)
• What the rise of lockers and out-of-home delivery really means for convenience and sustainability
• How international shoppers think differently about delivery – and why "one size fits all" no longer works
• Practical ways to communicate delays, failures and issues without destroying trust
• How to prepare for AI, real-time tracking and new consumer expectations in the last mile

This episode is brought to you from The Delivery Conference, powered by Metapack. Learn more here: https://www.thedeliveryconference.com/TDC2026

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The Psychology of Delivery: UPS Insights from The Delivery Conference

Retail Disrupted