Now is the time to take what we inherently know about these unsung stages of the customer journey and explicitly prioritize them in service of growing strong customer relationships, increasing customer lifetime value, and driving business growth. Whether your company is in a “React” stage, where it feels like you’re jumping from fire to fire, or you are in a well-oiled “Automated” stage, with a role like ‘Chief Delivery Officer’ driving change, increasing visibility and collaboration to improve final mile delivery experiences should be top of mind.